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 120163 results
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Decision Reference DRN-3841497
7 Dec 2022 First Data Europe Limited UpheldBanking and PaymentsDRN-3841497 The complaint F, a limited company, complains that First Data Europe Limited (First Data) failed to notify it about a chargeback. This left F unable to dispute the chargeback. F is represented in its complaint by a director, Mr P. What happened Mr P says that in November 2021 a... (2 pages)View decision -
Decision Reference DRN-3835844
7 Dec 2022 Warren & Co (Complete Financial Solutions) Ltd UpheldPensions and AnnuitiesDRN-3835844 The complaint Mr B has complained that Warren & Co (Complete Financial Solutions) Ltd advised him to make pension contributions in excess of his “relevant” earnings for the tax years 2018/19 and 2020/21. As a result, Mr B has incurred an annual allowance charge from HMRC. W... (9 pages)View decision -
Decision Reference DRN-3847644
7 Dec 2022 1plus1 Loans Limited UpheldConsumer CreditDRN-3847644 The complaint Miss L complains 1Plus1 Loans Limited lent to her irresponsibly. What happened In February 2019 Miss L applied for a guarantor loan for £4,000, which was repayable over a period of 60 months. Following a conversation between 1Plus1 Loans and Miss L’s guarantor, th... (5 pages)View decision -
Decision Reference DRN-3536613
7 Dec 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3536613 The complaint Miss K is unhappy that Monzo Bank Ltd are holding her liable for a transaction she says she didn’t make. What happened On 15 July 2021, Miss K says she received a call from someone claiming to be from Monzo. She says the phone number matched Monzo’s number, and th... (4 pages)View decision -
Decision Reference DRN-3842692
7 Dec 2022 Agria Pet Insurance Ltd UpheldInsuranceDRN-3842692 The complaint Mrs P has complained that Agria Pet Insurance Ltd unreasonably refused to pay her claims under her pet policy because it said the condition claimed arose during the waiting period when the policy started. What happened Mrs P bought her pet policy with Agria to st... (9 pages)View decision -
Decision Reference DRN-3846837
7 Dec 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3846837 The complaint Mr W complains Bank of Scotland plc’s (trading as “Halifax”) approach to strong customer authentication means that his “internet account” is no longer truly an “internet account”. He says that means there are times when he won’t be able to use his account when he ... (8 pages)View decision -
Decision Reference DRN-3769967
7 Dec 2022 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3769967 The complaint Mr T complains that Casualty and General Insurance Company (Europe) Ltd (C & G) have declined their claim for treatment provided to their Dachshund dog F. What happened In March 2022 F became partially paralysed by Intervertebral Disc Disease (IVDD) and neede... (3 pages)View decision -
Decision Reference DRN-3845861
7 Dec 2022 MBNA Limited UpheldBanking and PaymentsDRN-3845861 The complaint Miss C complains that MBNA Limited have registered a default with the credit reference agencies (CRA’s), despite her making payments through a debt management charity. What happened Miss C has a credit card with MBNA. As she was suffering from financial difficulti... (5 pages)View decision -
Decision Reference DRN-3846384
7 Dec 2022 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-3846384 The complaint Mr K and Mrs K complain about AA Underwriting Insurance Company Limited (“AA”)’s decision not to offer settlement for their resin driveway. They want AA to increase the offer of settlement to allow them to have their driveway replaced. What happened Mrs K and Mr K... (3 pages)View decision -
Decision Reference DRN-3721555
7 Dec 2022 The Royal London Mutual Insurance Society Limited UpheldPensions and AnnuitiesDRN-3721555 The complaint Mr M complains about the advice The Royal London Mutual Insurance Society Limited gave to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension. He says the advice was unsuitable for him and believes this has cause... (6 pages)View decision
