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-3749983
14 Dec 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3749983 The complaint Mr P is unhappy that Monzo Bank Ltd won’t refund transactions he didn’t make. What happened On 30 December 2021, Mr P received a call from someone pretending to be from Monzo’s fraud team. He said they told him someone was attempting fraud on his account and they... (3 pages)View decision -
Decision Reference DRN-3853031
14 Dec 2022 QIC Europe Ltd UpheldInsuranceDRN-3853031 The complaint Mrs A complains about QIC Europe Ltd’s decision to decline a claim for repairs to a watch under her home insurance policy. What happened Mrs A has a home insurance policy underwritten by QIC which covers her home and its contents, amongst other things. She made a ... (3 pages)View decision -
Decision Reference DRN-3840573
14 Dec 2022 Argos Limited UpheldConsumer CreditDRN-3840573 The complaint Miss B complains that Argos Limited, trading as Argos Financial Services (“Argos”) shouldn’t have provided her with credit as she couldn’t afford to repay it. What happened Miss B was approved for an Argos credit card in April 2019, the credit limit was set at £50... (2 pages)View decision -
Decision Reference DRN-3823419
14 Dec 2022 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-3823419 The complaint Mr W is unhappy with the end of contract charges applied by Mercedes-Benz Financial Services UK Limited (MBFS), following the return of a car under a hire purchase agreement. What happened MBFS. He paid a deposit of £7,000 and the agreement was for £32,213 over 49... (3 pages)View decision -
Decision Reference DRN-3848376
14 Dec 2022 QIC Europe Ltd UpheldInsuranceDRN-3848376 The complaint Mr W is unhappy that QIC Europe Limited (QIC) declined his claim under his home insurance for storm damage. Miss J brought the complaint on his behalf but, for ease of reading, I’ll refer only to Mr W throughout my decision. What happened Mr W was the sole named p... (4 pages)View decision -
Decision Reference DRN-3858065
14 Dec 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3858065 The complaint Mr G complains that National Westminster Bank Plc (“NatWest”) won’t refund money he lost to a cryptocurrency investment scam. What happened In February 2021, Mr G came across cryptocurrency investment on social media. He states he completed an enquiry form and sub... (4 pages)View decision -
Decision Reference DRN-3838719
14 Dec 2022 Williams & Watt Financial Planning Limited UpheldPensions and AnnuitiesDRN-3838719 The complaint Mr S complains that Williams & Watt Financial Planning Limited gave poor advice about the amount of contributions that could be paid into his personal pension and as a result, the value of his pension is lower than it would have been if he had been given the c... (5 pages)View decision -
Decision Reference DRN-3838784
14 Dec 2022 Williams & Watt Financial Planning Limited UpheldPensions and AnnuitiesDRN-3838784 The complaint Mrs S complains that Williams & Watt Financial Planning Limited gave poor advice about the amount of contributions that could be paid into her personal pension and as a result, the value of her pension is lower than it would have been if she had been given the... (5 pages)View decision -
Decision Reference DRN-3774654
14 Dec 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3774654 The complaint Mr C complains that Bank of Scotland plc, trading as Halifax, charged him too much in interest on his overdraft during the pandemic months. Mr C has explained that he was in financial difficulties. What happened Mr C had an account with Halifax. It was an Ultimate... (9 pages)View decision -
Decision Reference DRN-3825658
14 Dec 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3825658 The complaint Mr R complains that Monzo Bank Ltd (“Monzo”) won’t refund money he lost to an investment scam. What happened In October 2020, Mr R connected with an individual “L” on a dating app. A short while after they started communicating, L suggested they could help Mr R ma... (6 pages)View decision
