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 119923 results
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Decision Reference DRN-3996467
27 Jul 2023 Prosperity Independent Financial Advisors and Stockbrokers Limited UpheldInvestmentsDRN-3996467 The complaint Mr and Mrs W are complaining about financial advice given to them by Prosperity Independent Financial Advisors and Stockbrokers Limited trading as Prosperity Financial Advisors and Stockbrokers (Prosperity). What happened Mr and Mrs W met with their longstanding f... (6 pages)View decision -
Decision Reference DRN-4267696
27 Jul 2023 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-4267696 The complaint Mr S complains that The Co-operative Bank Plc (Co-op) made an error in the setting up of a standing order and delayed in correcting the error and getting the incorrect payments refunded. What happened In 2021 Mr S contacted Co-op to set up a standing order to pay ... (3 pages)View decision -
Decision Reference DRN-4251137
27 Jul 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4251137 The complaint Mr O complains that Monzo Bank Ltd won’t refund money he lost when he was the victim of a scam. Mr O is represented by a firm that I’ll refer to as ‘C’. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key... (6 pages)View decision -
Decision Reference DRN-4269159
27 Jul 2023 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4269159 The complaint Mr N complains Creation Consumer Finance Ltd (Creation) charged interest on a loan following the end of a Buy Now Pay Later (“BNPL”) promotional period without warning him they would do so. He also complains about the overall service prov... (4 pages)View decision -
Decision Reference DRN-4176903
27 Jul 2023 British Gas Insurance Limited UpheldInsuranceDRN-4176903 The complaint Mr S complains about his home emergency policy with British Gas Insurance Limited (British Gas). The complaint is about how British Gas responded to a problem with his boiler. References to British Gas in this decision include their agents who provide services und... (4 pages)View decision -
Decision Reference DRN-4076478
27 Jul 2023 Haven Insurance Company Limited UpheldInsuranceDRN-4076478 The complaint Mr G complains that Haven Insurance Company Limited declined his claim on his home insurance policy. What happened Mr G had a home insurance policy with Haven. In October 2022 he made a claim after a retaining wall at his property collapsed into his neighbour’s ga... (2 pages)View decision -
Decision Reference DRN-4047938
27 Jul 2023 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-4047938 The complaint Mr C complains that Clydesdale Financial Services Limited trading as Barclays Partner Finance (BPF) refused to cancel his agreement with it. What happened On 15 November 2022, Mr C entered into a finance agreement with BPF. It was to help pay for the supply and fi... (3 pages)View decision -
Decision Reference DRN-4266767
27 Jul 2023 MotoNovo Finance Limited UpheldConsumer CreditDRN-4266767 The complaint Miss J complains about the quality of a car she has been financing through an agreement with MotoNovo Finance Limited, who I’ll call MotoNovo. Miss J has been represented by her partner but as Miss J is named on the finance agreement, and for convenience, I’ll ref... (6 pages)View decision -
Decision Reference DRN-4239685
27 Jul 2023 EBS Pensions Limited UpheldPensions and AnnuitiesDRN-4239685 The complaint Mrs M is unhappy that EBS Pensions Limited (Embark) didn’t make her aware of rent arrears on a property held in her SIPP (self invested personal pension). Mrs M is also unhappy with an increase to charges and insurance premiums. What happened In brief, Mrs M’s SIP... (5 pages)View decision -
Decision Reference DRN-4263303
27 Jul 2023 Kensington Mortgage Company Limited UpheldMortgagesDRN-4263303 The complaint Mr and Mrs D complain that Kensington Mortgage Company Limited wouldn’t offer them a new interest rate product on their mortgage. What happened Mr and Mrs D took out their mortgage with Kensington in March 2017. They borrowed just under £320,000 on a capital and i... (6 pages)View decision
