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-4117801
30 Aug 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4117801 The complaint Mr L complains that Monzo Bank Ltd defaulted his account. What happened Mr L says that when he switched accounts, he was left with an overdraft of £45 in his Monzo account. He says that due to various health conditions he wasn’t as responsive as he could have been... (2 pages)View decision -
Decision Reference DRN-4314261
30 Aug 2023 Pinnacle Insurance Plc UpheldInsuranceDRN-4314261 The complaint X has complained that Pinnacle Insurance plc (Pinnacle) has declined her claim for medical treatment for her pet dog on the ground that the treatment was for a condition that was present during the 14 days following policy inception and was therefore excluded. Wha... (4 pages)View decision -
Decision Reference DRN-4323892
30 Aug 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4323892 The complaint Mr B complains that Bank of Scotland plc trading as Halifax won’t refund the money he lost when he fell victim to a scam. What happened The details of this complaint are well known to both parties. So rather than repeat them all again here, I’ll briefly summarise ... (3 pages)View decision -
Decision Reference DRN-3654685
30 Aug 2023 The St. David's Partnership UpheldPensions and AnnuitiesDRN-3654685 The complaint Mr C complained that he was given unsuitable advice to transfer his defined benefit (DB) British Steel Pension Scheme (BSPS), to a type of personal pension plan, in 2018. The St. David's Partnership is responsible for answering this complaint and so to keep t... (12 pages)View decision -
Decision Reference DRN-4322221
30 Aug 2023 Domestic & General Insurance Plc UpheldInsuranceDRN-4322221 The complaint Mr J complains about Domestic & General Insurance Plc (“D&G”) regarding the appliance cover he took out. He wants the policy to be cancelled and his premiums returned to him. What happened Mr J bought a new dishwasher in November 2021. It was made by manuf... (2 pages)View decision -
Decision Reference DRN-4324018
30 Aug 2023 PCF Bank Limited UpheldConsumer CreditDRN-4324018 The complaint Mr W complains that PCF Bank Limited recorded incorrect payment information on his credit file causing him financial loss, distress and inconvenience when he later applied for mortgage borrowing. What happened Mr W was interested in adding to his property investme... (3 pages)View decision -
Decision Reference DRN-4316777
30 Aug 2023 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4316777 The complaint Mr S is unhappy that a car supplied to him under a conditional sale agreement with Santander Consumer (UK) Plc was of an unsatisfactory quality. What happened In July 2022, Mr S was supplied with a used car through a conditional sale agreement with Santander. He p... (4 pages)View decision -
Decision Reference DRN-4325009
30 Aug 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4325009 The complaint Mrs F complains that Lloyds Bank PLC sent a letter to the wrong address. What happened Mrs F initially complained about the alleged failure of Lloyds Bank to pay compensation awards by Ombudsman colleagues in respect of two cases. It appears that in both cases she... (2 pages)View decision -
Decision Reference DRN-4288738
30 Aug 2023 esure Insurance Limited UpheldInsuranceDRN-4288738 The complaint Mrs C complains about esure Insurance Limited (“EIL”) and the way they have handled and progressed the claim she made on her home insurance policy. What happened Mrs C held a home insurance policy, underwritten by EIL. Unfortunately, on 31 December 2022, there was... (4 pages)View decision -
Decision Reference DRN-4324262
30 Aug 2023 Interactive Investor Services Limited UpheldInvestmentsDRN-4324262 The complaint Mr H has complained that Interactive Investor Services Limited (II) caused avoidable delays in the transferring of shares. He is also unhappy with the level of service he received. What happened In April 2021, Mr H contacted II and requested a transfer to them, of... (3 pages)View decision