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 122183 results
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Decision Reference DRN-4282845
8 Aug 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4282845 The complaint Ms L complains that she is unable to use her NewDay Ltd trading as John Lewis Partnership Card account due to verification problems. What happened Ms L says she is unable to register her NewDay account card as she doesn’t have a mobile telephone due to signal prob... (2 pages)View decision -
Decision Reference DRN-4276641
8 Aug 2023 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-4276641 The complaint Mr S says Phoenix Life Limited (Phoenix) is responsible for the failure to pay his annuity over a period of nearly a year. After he first raised the problem with the firm it assured him matters would be resolved, but this didn’t happen. He says this caused him con... (5 pages)View decision -
Decision Reference DRN-4288784
8 Aug 2023 Loans 2 Go Limited UpheldConsumer CreditDRN-4288784 Complaint Miss S has complained about a loan Loans 2 Go Limited (“L2G”) provided to her. She says she’s struggled to repay the loan as it was unaffordable from the outset. In Miss S’ view, L2G should have realised this at the time it provided the funds to her and it therefore i... (3 pages)View decision -
Decision Reference DRN-4232939
8 Aug 2023 Creation Financial Services Limited UpheldBanking and PaymentsDRN-4232939 The complaint Mr L complains Creation Financial Services Limited closed his account. He would like his free night voucher and compensation. What happened The facts which led to Mr L bringing this complaint to our service are well known to both parties, so I am not repeating the... (2 pages)View decision -
Decision Reference DRN-4285654
8 Aug 2023 Quickly Finance Limited UpheldClaims ManagementDRN-4285654 The complaint Mr F complains that Quickly Finance Ltd trading as Fast Track Reclaim (FTR) has unfairly asked him to pay their fee for successful mis-sold payment protection insurance (PPI) claims What happened In August 2019 before the Financial Conduct Authority’s (FCA) deadli... (4 pages)View decision -
Decision Reference DRN-4056023
8 Aug 2023 Wise Payments Limited UpheldBanking and PaymentsDRN-4056023 The complaint Miss C complains that Wise Payments Limited (‘Wise’) decided not to refund her after she was the victim of a scam. What happened Miss C says her friend introduced her to an employment/investment opportunity with a company I’ll call M. It involved completing tasks ... (4 pages)View decision -
Decision Reference DRN-4288911
8 Aug 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4288911 The complaint Miss S has complained that Monzo Bank Ltd (“Monzo”) acted irresponsibly by providing her with an overdraft and increasing her limit to something she couldn’t afford. She says the fees and charges applied to her account made her financial position worse. What happe... (3 pages)View decision -
Decision Reference DRN-4282120
8 Aug 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4282120 The complaint Mrs H complains about how Santander UK Plc dealt with her Individual Savings Account. What happened Mrs H says she attended a Santander branch on 20 September 2022 to transfer her two existing Individual Savings Accounts (ISA) to it. She says the account was a one... (2 pages)View decision -
Decision Reference DRN-3864786
8 Aug 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-3864786 The complaint Mr K complains Advantage Insurance Company Limited, trading as Hastings Direct, wrote to him part of the way through his insurance policy year asking him to make a further payment. What happened In September 2021, Mr K made a claim on his motor insurance policy wi... (3 pages)View decision -
Decision Reference DRN-4164691
8 Aug 2023 AWP P&C SA UpheldInsuranceDRN-4164691 The complaint Mr I complains AWP P&C SA unfairly declined his motor warranty claim. What happened AWP declined a claim made against Mr I’s motor warranty. It said he hadn’t shown his vehicle had met his policy’s service conditions. He complained but AWP didn’t change its po... (2 pages)View decision
