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 125400 results
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Decision Reference DRN-4580657
30 Jan 2024 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-4580657 The complaint Mr T complained because he felt Scottish Equitable Plc trading as Aegon (hereafter, for simplicity, referred to as Aegon) gave him misleading information about the timing of a pension fund switch – which led to his fund being switched a year earlier than he expect... (5 pages)View decision -
Decision Reference DRN-4556318
30 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4556318 The complaint Miss V complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money she lost after falling victim to a scam. What happened In July 2023, Miss V was trying to book her practical driving test. She wanted an earlier test date than was available through the DVLA sit... (3 pages)View decision -
Decision Reference DRN-4588879
30 Jan 2024 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-4588879 The complaint X complains about the service X received from Marks & Spencer Financial Services Plc including a manager being rude and aggressive. What happened I issued my provisional decision on this complaint on 27 January 2024, and this is what I said: I’ve considered th... (5 pages)View decision -
Decision Reference DRN-4533803
29 Jan 2024 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-4533803 The complaint Mrs L is unhappy with correspondence she received from The Co-operative Bank Plc, trading as Britannia. What happened Mrs L had an ISA with Britannia which was due to mature on 31 January 2023. Mrs L called Britannia on 13 January 2023 to discuss her ISA reinvestm... (4 pages)View decision -
Decision Reference DRN-4570337
29 Jan 2024 MBNA Limited UpheldBanking and PaymentsDRN-4570337 The complaint Ms D complains about issues connected with her two credit card accounts with MBNA Limited. What happened Ms D had two MBNA credit card accounts. When she got into financial difficulties as a result of the covid pandemic, she entered into payment arrangements on bo... (2 pages)View decision -
Decision Reference DRN-4366076
29 Jan 2024 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-4366076 The complaint Mr G complains about the quality of a used car that was supplied to him through a conditional sale agreement with Moneybarn No. 1 Limited (MBL). What happened In May 2022, Mr G acquired a used car through a conditional sale agreement with MBL. The car was about si... (5 pages)View decision -
Decision Reference DRN-4544627
29 Jan 2024 Great Lakes Insurance SE UpheldInsuranceDRN-4544627 The complaint Mrs and Mr C complain that Great Lakes Insurance SE declined their travel insurance claim and about its service. My references to Great Lakes include its agents. What happened Mrs and Mr C had an annual multi trip travel insurance policy. Great Lakes insured the r... (3 pages)View decision -
Decision Reference DRN-4489136
29 Jan 2024 St Andrew's Insurance plc UpheldInsuranceDRN-4489136 The complaint Mrs R and Mr R complain that St Andrews Insurance Plc have provided poor service following a fire at their property. What happened Mrs R and Mr R held a buildings and contents insurance policy with St Andrews. In April 2022 there was a fire in the outbuildings of... (2 pages)View decision -
Decision Reference DRN-4525863
29 Jan 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4525863 The complaint Mr T, trading as T complains that Santander UK Plc blocked his business bank account for several months. What happened In August 2022, Mr T contacted Santander after a retailer declined his payment method. Mr T says he contacted Santander again in September 2022 a... (3 pages)View decision -
Decision Reference DRN-4343474
29 Jan 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4343474 The complaint Mrs W complains that TSB Bank plc provided incorrect information about transferring funds using an Additional Personal Subscription (APS) into an Individual Savings Account and provided a poor level of service when she attended an appointment in branch. What happe... (3 pages)View decision
