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 128535 results
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Decision Reference DRN-4524388
13 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4524388 The complaint Mr K complains about Monzo Bank Ltd. He says that Monzo didn’t do enough to protect him when he became the victim of a scam and would like Monzo to refund him the money he has lost as a result. What happened The details of what happened here are well known to all ... (4 pages)View decision -
Decision Reference DRN-4831893
13 Jun 2024 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-4831893 The complaint Mr T has complained about delays caused by Scottish Equitable Plc (trading as Aegon) during the switch of his pension. What happened Mr T wanted to switch his pension from Royal London to Scottish Equitable. I outline what I consider to be the relevant chronology ... (7 pages)View decision -
Decision Reference DRN-4790725
13 Jun 2024 Santander UK Plc UpheldInsuranceDRN-4790725 The complaint Mr O is unhappy that Santander UK Plc mis-sold him a pension life cover plan, a life insurance policy (‘the policy’). What happened Santander sold the policy to Mr O in around 1997 alongside a mortgage. In 2023, the insurer of the policy wrote to Mr O to say that ... (3 pages)View decision -
Decision Reference DRN-4818143
13 Jun 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4818143 The complaint Miss J is unhappy about a default that NewDay Ltd trading as Marbles (NewDay) has applied to her credit file. What happened In January 2018, Miss J’s account with NewDay fell into arrears. It sent her a default notice in July 2018 advising that if payment were not... (2 pages)View decision -
Decision Reference DRN-4706832
13 Jun 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4706832 The complaint Mrs K complains that Bank of Scotland plc (trading as Halifax) closed her account without providing an explanation or warning. Mrs K said she didn’t receive the notice letter that Halifax says it sent. She is also unhappy with the service she received when she vis... (4 pages)View decision -
Decision Reference DRN-4806626
13 Jun 2024 U K Insurance Limited UpheldInsuranceDRN-4806626 The complaint Mr O complains about delays to the repair of his car when he made a claim on a motor insurance policy provided by U K Insurance Limited trading as Privilege Insurance (UKI). What happened Mr O holds a motor insurance policy with UKI. In October 2023, he made a cla... (3 pages)View decision -
Decision Reference DRN-4852027
13 Jun 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-4852027 The complaint Mrs H complains that Wise Payments Limited (‘Wise’) won’t refund the money she lost in a scam. What happened What Mrs H says Mrs H says that she received a call from someone I’ll refer to as W who said he was from a cryptocurrency company (which I’ll refer to as B... (8 pages)View decision -
Decision Reference DRN-4851412
13 Jun 2024 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-4851412 The complaint Mr Y complains that Moneybarn No. 1 Limited (Moneybarn) irresponsibly entered into a conditional sale agreement with him. What happened In May 2018 Moneybarn provided Mr Y with finance to purchase a used car. The car cost £7,300 and Mr Y paid a deposit of £300. He... (3 pages)View decision -
Decision Reference DRN-4851966
13 Jun 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4851966 The complaint Mr R complains National Westminster Bank Plc didn’t record the date of his default correctly or update his default to show his debt as settled or let him know that it had decided not to pursue him for the debt. He complains that National Westminster Bank Plc cause... (3 pages)View decision -
Decision Reference DRN-4674057
13 Jun 2024 Wesleyan Assurance Society UpheldPensions and AnnuitiesDRN-4674057 The complaint Ms G complains that Wesleyan Assurance Society (Wesleyan) gave her unsuitable advice in relation to making additional contributions to her pension. Wesleyan merged with the business – business M – which originally gave Ms G the 1995 advice. So I’ll only refer to W... (6 pages)View decision