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 121074 results
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Decision Reference DRN-3731148
8 Nov 2022 Foundation for Credit Counselling UpheldConsumer CreditDRN-3731148 The complaint Miss S complains that Foundation for Credit Counselling trading as Stepchange made mistakes when setting up a Debt Relief Order (DRO). What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: In 201... (4 pages)View decision -
Decision Reference DRN-3694369
8 Nov 2022 National Westminster Bank Plc UpheldMortgagesDRN-3694369 The complaint Mr A complains that National Westminster Bank Plc wrote to him about an old debt on his credit file, and he complains about how NatWest then dealt with his complaint. What happened Mr A told us that he had a joint mortgage with a former partner. They then separate... (3 pages)View decision -
Decision Reference DRN-3666470
8 Nov 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3666470 The complaint Mrs M complains that NewDay Ltd (“NewDay”) irresponsibly granted her three credit accounts that she couldn’t afford to repay. What happened Mrs M entered into agreements with NewDay to have access to credit with three separate credit card accounts. The first, a Ma... (4 pages)View decision -
Decision Reference DRN-3795149
8 Nov 2022 TSB Bank plc UpheldBanking and PaymentsDRN-3795149 The complaint A company, which I’ll refer to as Z, complains about various problems following TSB Bank Plc’s April 2018 IT changes. Z is represented in this complaint by its solicitor. What happened Z’s representatives told us: At the beginning of April 2018, it banked with TS... (3 pages)View decision -
Decision Reference DRN-3744502
8 Nov 2022 British Gas Insurance Limited UpheldInsuranceDRN-3744502 The complaint Mrs K complains that British Gas Insurance Limited (BG) provided poor service when she claimed under her HomeCare policy for a bathroom leak and allowed more damage to occur. What happened Mrs K held a home emergency insurance policy with BG. On 8 August 2020 she ... (2 pages)View decision -
Decision Reference DRN-3687131
8 Nov 2022 St James's Place Investment Administration Limited UpheldPensions and AnnuitiesDRN-3687131 The complaint Miss G complains that St James’s Place Investment Administration Limited (SJP) poorly administered her pension plan over a long period, including making a large payment to her without warning her of the tax consequences. She would like compensation for the extra t... (6 pages)View decision -
Decision Reference DRN-3735567
8 Nov 2022 Payment Protection Services Ltd UpheldClaims ManagementDRN-3735567 The complaint Miss M complains that Payment Protection Services Ltd trading as Payment Protection Scotland (PPS ) haven’t pursued her mis-sold payment protection insurance (PPI) claim. What happened Miss M said she’d instructed PPS to act on her behalf to pursue a mis-sold PPI ... (3 pages)View decision -
Decision Reference DRN-3573328
8 Nov 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3573328 The complaint Miss T is unhappy that Monzo Bank Ltd won’t refund transactions she didn’t make. What happened Miss T has explained she was contacted by someone claiming to be from Monzo – they said someone was trying to set up Direct Debits and Apple Pay on her account. She reca... (2 pages)View decision -
Decision Reference DRN-3753263
8 Nov 2022 esure Insurance Limited UpheldInsuranceDRN-3753263 The complaint Mrs and Mr J had buildings and contents insurance with esure Insurance Limited (esure). They complain about how esure dealt with a number of claims for damage to their garden wall and hedge. References to esure include other organisations and individuals acting on... (4 pages)View decision -
Decision Reference DRN-3649812
8 Nov 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3649812 The complaint Mrs and Mr R had a water leak at their home. They complain about the length of time it took Royal & Sun Alliance Insurance Limited (RSA) to deal with the claim on their home insurance. References to RSA Include other organisations and individuals acting on its... (2 pages)View decision
