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-4474724
23 Nov 2023 The Royal Bank of Scotland Plc UpheldConsumer CreditDRN-4474724 The complaint Miss F is unhappy that The Royal Bank of Scotland Plc (“RBS”) applied interest and charges to a loan balance which she feels was provided to her irresponsibly. What happened Miss F had a current account with RBS which included an overdraft facility. In April 2018,... (2 pages)View decision -
Decision Reference DRN-4472324
23 Nov 2023 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-4472324 The complaint Mrs D has complained that Aviva Life and Pensions UK Limited didn’t pay compensation into her pension plan as she’d requested. Mrs D says that Aviva Life and Pensions UK Limited paid the compensation directly to her instead and she has suffered a financial loss as... (9 pages)View decision -
Decision Reference DRN-4441166
23 Nov 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4441166 Complaint Miss F is unhappy that Monzo Bank Ltd hasn’t reimbursed her after she fell victim to a scam. Background Miss F wanted to buy a slush machine and had been looking at second-hand models on a popular online marketplace. She found one that was suitably priced and agreed t... (2 pages)View decision -
Decision Reference DRN-4387729
23 Nov 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4387729 The complaint Mrs C and Mr G are unhappy that Royal & Sun Alliance Insurance Limited (RSA) has delayed repairing damages arising from poor workmanship under a previous subsidence claim made on their home insurance policy. Any reference to RSA includes reference to respectiv... (3 pages)View decision -
Decision Reference DRN-4303828
23 Nov 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4303828 The complaint Mr E complains that Bank of Scotland plc trading as Halifax (“Halifax”) unfairly handled his charge back request and a subsequent claim under section 75 of the Consumer Credit Act 1974 (“the CCA”) in respect of a holiday product he purchased using his credit card.... (5 pages)View decision -
Decision Reference DRN-4228306
23 Nov 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4228306 The complaint Mr G and Mrs K complain that Bank of Scotland plc trading as Halifax (‘Halifax’) won’t refund them the money they lost when Mrs K fell victim to a scam. What happened Mr G and Mrs K hold a joint account with Halifax and are represented in this case. As Mrs K was i... (4 pages)View decision -
Decision Reference DRN-4379871
23 Nov 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4379871 Complaint Miss W is unhappy that Monzo Bank Ltd hasn’t reimbursed her after she fell victim to a scam. Background In December 2022, Miss W was targeted by a scam. She was contacted on a social messaging platform by someone who claimed to be working on behalf of a well-known rec... (4 pages)View decision -
Decision Reference DRN-4460280
23 Nov 2023 National Westminster Bank Plc UpheldMortgagesDRN-4460280 The complaint Mr and Mrs W complain that National Westminster Bank Plc instructed a basic valuation report instead of the Homebuyer report they’d requested. As a result, a number of defects with the property weren’t identified before Mr and Mrs W bought their home. What happene... (7 pages)View decision -
Decision Reference DRN-4465208
23 Nov 2023 First Data Europe Limited UpheldBanking and PaymentsDRN-4465208 The complaint A partnership which I’ll call ‘S’ complains that First Data Europe Limited (trading as Clover Merchant Services) didn’t set up their account correctly which has led to incorrect charges being applied to certain transactions. The complaint is brought on S’s behalf ... (4 pages)View decision -
Decision Reference DRN-4384585
23 Nov 2023 Startline Motor Finance Limited UpheldConsumer CreditDRN-4384585 The complaint Mr A is unhappy that a car supplied to him under a hire purchase agreement with Startline Motor Finance Limited was of an unsatisfactory quality. Mr A has been represented during the claim and complaint process by Ms W. For ease of reference, I will refer to any ... (4 pages)View decision