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 119142 results
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Decision Reference DRN-3578130
18 Jul 2022 Capital One (Europe) plc UpheldBanking and PaymentsDRN-3578130 The complaint Mr B complains that Capital One (Europe) plc won’t refund payments he made for goods that were not received. What happened In April 2020, Mr B contacted Capital One and disputed a transaction for £16.45 he’d made for a purchase on an online auction website and a t... (4 pages)View decision -
Decision Reference DRN-3601932
18 Jul 2022 Bank of Scotland Plc UpheldMortgagesDRN-3601932 The complaint Mr and Mrs G complain about poor service by Bank of Scotland plc (trading as Halifax) when they asked about extending the term of their mortgage. They ask for more compensation. What happened Mr and Mrs G took out a mortgage with Halifax in 2017, most of which was... (2 pages)View decision -
Decision Reference DRN-3551227
18 Jul 2022 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3551227 The complaint Ms C complains about Casualty & General Insurance Company (Europe) Ltd (CG) rejecting a claim under her pet insurance policy for treatment to her dog, because it was overweight. References to CG include their agents who administer the policy. What happened Ms ... (4 pages)View decision -
Decision Reference DRN-3545614
18 Jul 2022 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-3545614 The complaint Mr H is complaining that BMW Financial Services(GB) Limited (BMWFS) has charged an additional payment after he had a six-month payment deferral on his hire purchase agreement. What happened In December 2018 Mr H entered into a hire purchase agreement through BMWFS... (4 pages)View decision -
Decision Reference DRN-3598555
18 Jul 2022 Lighthouse Advisory Services Limited UpheldPensions and AnnuitiesDRN-3598555 The complaint Mr W complains that advice given to him by Lighthouse Advisory Services Limited (“LCL”) about his pension savings in 2014 was based on a fundamental misunderstanding of the regulations concerning the application of lifetime allowances (“LTA”). And he further compl... (5 pages)View decision -
Decision Reference DRN-3600025
18 Jul 2022 FirstRand Bank Limited UpheldConsumer CreditDRN-3600025 The complaint Mr P complains that FirstRand Bank Limited trading as Motonovo Finance unfairly applied adverse information to his credit file in regard to his hire purchase agreement. What happened Mr P entered into a hire purchase agreement with MotoNovo in October 2017 to acqu... (3 pages)View decision -
Decision Reference DRN-3518515
18 Jul 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3518515 The complaint Mr S is unhappy that Monzo Bank Ltd won’t refund him after he lost money to a car finance scam. Background Both parties are aware of the circumstances of the complaint, so I won’t repeat them all here. But briefly, both parties accept that in July 2021, Mr S was l... (3 pages)View decision -
Decision Reference DRN-3431747
18 Jul 2022 AFH Independent Financial Services Limited UpheldPensions and AnnuitiesDRN-3431747 The complaint Mr P complains that AFH Independent Financial Services Limited (“AFH”) provided him with unsuitable advice about the transfer of some pension benefits to a new self-invested personal pension (“SIPP”) in May 2014. What happened Mr P has been assisted in making his ... (6 pages)View decision -
Decision Reference DRN-3544272
18 Jul 2022 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-3544272 The complaint Mr M is unhappy as to how Liverpool Victoria Insurance Company Limited (LV) has settled a third-party claim under his car insurance policy. What happened Mr M has a car insurance policy with LV. In November 2021 Mr M was in a car accident with a third-party. Mr W ... (2 pages)View decision -
Decision Reference DRN-3578355
18 Jul 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3578355 Complaint Miss H says that Monzo Bank Ltd (“Monzo”) unfairly recorded a default on her credit file as a result of the overdraft she had on her current account. Background Miss H applied for a current account with Monzo in January 2018. At this stage she was given an overdraft w... (4 pages)View decision
