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 130332 results
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Decision Reference DRN-4957189
5 Sep 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-4957189 The complaint Mr J complains that Marshmallow Insurance Limited cancelled his motor insurance policy and despite later accepting this was done in error, has failed to compensate him properly. What happened Mr J took out a motor insurance policy with Marshmallow which started... (3 pages)View decision -
Decision Reference DRN-4956769
5 Sep 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4956769 The complaint Mr S complains that HSBC UK Bank Plc won’t refund the money he lost when he was the victim of a scam. Mr S’s complaint has been brought by a representative on his behalf but, for clarity, I will mostly refer to Mr S in this decision. What happened In mid-2021... (7 pages)View decision -
Decision Reference DRN-4834562
4 Sep 2024 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-4834562 The complaint Mr M has complained about the way that The Co-operative Bank Plc handled fraud on his account. What happened In December 2023, Mr M’s account was taken over by fraudsters, who used it to receive and try to forward on the proceeds of fraud. The Co-op blocked the... (2 pages)View decision -
Decision Reference DRN-5003980
4 Sep 2024 Interactive Investor Services Limited UpheldInvestmentsDRN-5003980 The complaint Mr P complained about Interactive Investor Services Limited (Interactive). He said it shouldn’t have transferred one of his investments from his individual savings account (ISA) to his trading account. He said it was clear that it was his intention to transfer ... (6 pages)View decision -
Decision Reference DRN-5003133
4 Sep 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5003133 The complaint Mr A complains that a number of credit cards and loans given to him by National Westminster Bank Plc (NatWest) were unaffordable for him. He argues therefore that they should not have been given to him. What happened Mr A was granted two credit cards by NatWes... (8 pages)View decision -
Decision Reference DRN-4584492
4 Sep 2024 MotoNovo Finance Limited UpheldConsumer CreditDRN-4584492 The complaint Ms A is unhappy that a motorbike supplied to her under a hire purchase agreement with MotoNovo Finance Limited was of an unsatisfactory quality. What happened In May 2022, Ms A was supplied with a new bike through a hire purchase agreement with MotoNovo. She p... (3 pages)View decision -
Decision Reference DRN-3716940
4 Sep 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3716940 The complaint The estate of Mr A complains that, before it accepted Mr A’s application to transfer his occupational defined benefit (‘DB’) pension scheme into a self-invested personal pension (‘SIPP’), Options UK Personal Pensions LLP (‘Options’, formerly Carey Pensions) did... (43 pages)View decision -
Decision Reference DRN-5003072
4 Sep 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5003072 The complaint You’re unhappy that Creation reported a default to your credit file. What happened In January 2024 Creation applied a default to your account. You say they were unfair to do that. Creation didn’t agree. They said that they didn’t know you were homeless and t... (2 pages)View decision -
Decision Reference DRN-4744451
4 Sep 2024 Vitality Life Limited UpheldInsuranceDRN-4744451 The complaint Mrs B is unhappy with the service she received from Vitality Life Limited when she tried to claim on her income protection policy. What happened Mrs B had a range of products with Vitality which offered income protection, serious illness and life cover. In Apri... (3 pages)View decision -
Decision Reference DRN-5003347
4 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5003347 The complaint Mr H complains that Monzo Bank Ltd (“Monzo”) acted irresponsibly by providing him with an overdraft facility he says he couldn’t afford. What happened Mr H was given an overdraft with his Monzo account in April 2022. The overdraft limit was £150. Mr H complai... (3 pages)View decision