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 125363 results
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Decision Reference DRN-3875461
4 Jan 2023 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-3875461 The complaint Ms S complains that The Co-operative Bank Plc (‘The Co-op’) failed to refund a payment from her account as a result of a scam. What happened What Ms S says Ms S was a live-in carer at the time of the incident. She looked after someone I’ll refer to as K. Whilst at... (6 pages)View decision -
Decision Reference DRN-3838814
4 Jan 2023 Lantern Debt Recovery Services Ltd UpheldConsumer CreditDRN-3838814 The complaint Miss B complains about problems accessing information about her account with Lantern Debt Recovery Services Ltd. What happened Last year, Lantern sent Miss B a Notice of Assignment to confirm it had purchased a debt in her name from another business I’ll call M. A... (2 pages)View decision -
Decision Reference DRN-3880747
4 Jan 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3880747 The complaint Mr and Mrs B have complained about Royal & Sun Alliance Insurance Limited’s (RSA’s) handling and settlement of a claim they made for damage to their home caused by an escape of water. What happened The details and background of this complaint are well known to... (10 pages)View decision -
Decision Reference DRN-3878091
4 Jan 2023 Link Financial Outsourcing Limited UpheldConsumer CreditDRN-3878091 The complaint Mr G complains about the way Link Financial Outsourcing Limited trading as Victoria Asset Finance collected direct debit payments for his hire agreement. What happened The background to this complaint and my initial conclusions were set out in my provisional decis... (3 pages)View decision -
Decision Reference DRN-3802146
4 Jan 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3802146 The complaint Ms B and Mr W are unhappy with the service they received from Bank of Scotland plc, trading as Halifax, surrounding their submission of a direct debit indemnity claim. What happened Ms B and Mr W had a direct debit set up from their Halifax account to pay a utilit... (3 pages)View decision -
Decision Reference DRN-3869298
4 Jan 2023 Chambers & Newman Financial Services UpheldPensions and AnnuitiesDRN-3869298 The complaint Mr L complains about the advice given by Chambers & Newman Financial Services (Chambers) 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... (8 pages)View decision -
Decision Reference DRN-3689790
4 Jan 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3689790 The complaint Miss S has complained that Bank of Scotland plc, trading as Halifax (“Halifax”) irresponsibly lent to her. What happened Miss S opened a credit card account with Halifax in June 2015. The initial credit limit was £1,000. In September 2016 it was increased to £2,00... (3 pages)View decision -
Decision Reference DRN-3806693
4 Jan 2023 1plus1 Loans Limited UpheldConsumer CreditDRN-3806693 The complaint Miss B complains 1Plus1 Loans Limited provided her with an unaffordable guarantor loan. What happened In March 2017 1Plus1 Loans approved Miss B with a £3,000 guarantor loan. The loan had a term of 60 months with instalments of around £108 a month. The total repay... (5 pages)View decision -
Decision Reference DRN-3880795
4 Jan 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-3880795 The complaint Mr J is unhappy Advantage Insurance Company Limited (Advantage) cancelled his car insurance policy. What happened Mr J purchased a car insurance policy with Advantage. During the policy application, Mr J said he had nine years no claims discount (NCD). After Mr J ... (8 pages)View decision -
Decision Reference DRN-3878940
4 Jan 2023 Advanced Payment Solutions Limited UpheldBanking and PaymentsDRN-3878940 The complaint Mr F complains, on behalf of K, that Advanced Payment Solutions Limited, trading as Cashplus Bank, won’t reimburse transactions he didn’t make or otherwise authorise. The full details of this complaint are well known to both parties, so I won’t repeat them here. I... (2 pages)View decision
