We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 125299 results
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Decision Reference DRN-4495512
8 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4495512 The complaint Mrs U complains that Monzo Bank Ltd did not refund her the £3,875 she lost as part of a scam. What happened Mrs U found a vehicle she wanted to purchase online and contacted the company I’ll call ‘J’. A sales manager from J responded and explained they could deliv... (3 pages)View decision -
Decision Reference DRN-4600571
8 Mar 2024 Contis Financial Services Limited UpheldBanking and PaymentsDRN-4600571 The complaint Miss T has complained Contis Financial Services Limited won’t refund her for transactions she didn’t make. What happened In October 2023 Miss T got in touch with Contis as she holds an account with Engage. She’d seen four transactions she didn’t recognise that had... (2 pages)View decision -
Decision Reference DRN-4668228
8 Mar 2024 Link Financial Outsourcing Limited UpheldConsumer CreditDRN-4668228 The complaint and what happened Mr C complains that a business whose liabilities have now been acquired by Link Financial Outsourcing Limited trading as Asset Link Capital (No.9) (“Asset Link”) lent to him irresponsibly and without carrying out proper affordability checks. He w... (5 pages)View decision -
Decision Reference DRN-4591860
8 Mar 2024 Zopa Bank Limited UpheldBanking and PaymentsDRN-4591860 The complaint Mr S complains Zopa Bank Limited provided him with an unaffordable credit card. Mr S is represented by a claims management company, but for ease I’ll refer to all submissions as though they are his own. What happened Zopa Bank provided Mr S with a credit card with... (4 pages)View decision -
Decision Reference DRN-4353466
8 Mar 2024 Society of Lloyd's UpheldInsuranceDRN-4353466 The complaint Ms M complains about the way Society of Lloyd’s (“Lloyd’s”) has handled a subsidence claim made on her buildings insurance policy. Any reference to Lloyd’s and Ms M includes the actions of their respective agents and representatives. What happened The circumstance... (4 pages)View decision -
Decision Reference DRN-4671116
8 Mar 2024 Bank of Scotland Plc UpheldMortgagesDRN-4671116 The complaint Mr and Mrs D complain that Bank of Scotland plc trading as Halifax said no ERC would apply if they redeemed the mortgage in the last few days of the fixed interest rate period. But it charged the ERC. Halifax later said the mortgage hadn’t been redeemed, when it h... (4 pages)View decision -
Decision Reference DRN-4651433
8 Mar 2024 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-4651433 The complaint Mr M complains that Aviva Life & Pensions UK Limited (‘Aviva’) treated him unfairly in the way that it reversed an ad hoc pension withdrawal for him. He explains that Aviva took too long to apply the reversal and to explain that it had been done. And he says t... (6 pages)View decision -
Decision Reference DRN-4670623
8 Mar 2024 Barclays Bank UK PLC UpheldConsumer CreditDRN-4670623 The complaint Mr M complains that Barclays Bank UK PLC provided him with a loan that was unaffordable. What happened I previously issued my provisional decision on this case. That’s because I intended to come to a different outcome to the Investigator, so I wanted to give both ... (4 pages)View decision -
Decision Reference DRN-4646883
8 Mar 2024 Esure Services Limited UpheldInsuranceDRN-4646883 The complaint Mr A complains about how esure Services Limited trading as Sheila’s Wheels (“esure”) handled a claim under his car insurance policy. What happened In June 2023 Mr A was involved in a collision and damaged his car. He reported this to esure and made a claim. esure ... (2 pages)View decision -
Decision Reference DRN-4670718
8 Mar 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4670718 The complaint Mrs W complains that Clydesdale Bank Plc trading as Virgin Money (“Virgin”) delayed the transfer out of her ISA savings to a different bank. Mrs W said she lost out on a better interest rate during the delay. What happened Mrs W said that between late November 202... (6 pages)View decision
