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 122624 results
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Decision Reference DRN-3646510
6 Oct 2022 Albert Goodman Financial Planning Limited UpheldPensions and AnnuitiesDRN-3646510 The complaint Mr M complains about the suitability of the advice and level of service provided by Albert Goodman Financial Planning Limited (“Albert Goodman”) since 2009. What happened The events leading up to this complaint were set out in detail by our investigator in his ass... (5 pages)View decision -
Decision Reference DRN-3346603
6 Oct 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3346603 The complaint Mr H is unhappy because Monzo Bank Ltd (“Monzo”) declined to refund £750 which he lost as the result of a scam. What happened The details of this complaint are well known to both parties, so I will not go into every detail of what happened here. But, in summary, b... (4 pages)View decision -
Decision Reference DRN-3677725
6 Oct 2022 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-3677725 The complaint Mr P is unhappy how Clydesdale Bank Plc trading as Virgin Money (Virgin Money) have handled his request for help to recover money following the cancellation of hotel accommodation. What happened In February 2020 Mr P booked a hotel stay for seven nights abroad usi... (4 pages)View decision -
Decision Reference DRN-3731787
6 Oct 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3731787 The complaint Mrs W complains that Royal & Sun Alliance Insurance Limited (‘RSA’) unfairly declined a claim on her home insurance. What happened Mrs W had an RSA home insurance policy. In February 2020, the external door between her patio and lounge/dining room was damaged ... (8 pages)View decision -
Decision Reference DRN-3740129
6 Oct 2022 Madison CF UK Limited UpheldBanking and PaymentsDRN-3740129 The complaint Miss B complains that Madison CF UK Limited trading as 118 118 Money (118 118 Money) did not remove a default from her credit file when they said they would. What happened Miss B had a credit card with 118 118 Money, who registered a default with the Credit Refere... (4 pages)View decision -
Decision Reference DRN-3538928
6 Oct 2022 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3538928 The complaint Mr B complains that a car that was supplied to him under a hire purchase agreement with Creation Consumer Finance Limited wasn’t of satisfactory quality. What happened A used car was supplied to Mr B under a hire purchase agreement with Creation Consumer Finance t... (3 pages)View decision -
Decision Reference DRN-3733966
6 Oct 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3733966 The complaint Mr D and Ms T complain that AXA Insurance UK Plc hasn’t fully settled a travel disruption claim they made on a travel insurance policy. What happened Mr D and Ms T have travel insurance as a benefit of a packaged account with their bank. The detailed circumstances... (5 pages)View decision -
Decision Reference DRN-3721679
6 Oct 2022 Hoist Finance UK Limited UpheldConsumer CreditDRN-3721679 The complaint Mrs S complains that Hoist Finance UK Limited shared private information with her daughter. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: Mrs S has an account with Hoist that is subject t... (3 pages)View decision -
Decision Reference DRN-3739550
6 Oct 2022 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-3739550 The complaint Mr I complains that a letter he received from American Express Services Europe Limited (AESL) increasing his credit card interest rate was humiliating and defamatory. What happened Mr I holds three credit card accounts with AESL and has been a customer since 1984.... (3 pages)View decision -
Decision Reference DRN-3708749
6 Oct 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3708749 The complaint Mr P complains that Lloyds Bank plc permitted a withdrawal from his joint account without his consent. He also complains that Lloyds Bank plc has discriminated against him. What happened Mr P had a current account with Lloyds. The account was held jointly with his... (4 pages)View decision
