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 122580 results
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Decision Reference DRN-3187937
16 Sep 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3187937 The complaint Mr E complains that he was unaware Bank of Scotland plc defaulted his credit card account. What happened Mr E had a credit card with Bank of Scotland plc, trading as Halifax. In 2019 Mr E contacted Halifax to make a manual payment from a debit card with another ba... (5 pages)View decision -
Decision Reference DRN-3692003
16 Sep 2022 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-3692003 The complaint Mr A has complained about the delays caused by Phoenix Life Limited when he was transferring his personal pension to a Self-Invested Personal Pension (SIPP) with another provider. He also believes that Phoenix Life Limited should have transferred £85,405 that he h... (5 pages)View decision -
Decision Reference DRN-3699011
16 Sep 2022 Assurant General Insurance Limited UpheldInsuranceDRN-3699011 The complaint Mr M is unhappy with the way Assurant General Insurance Limited dealt with a claim he made under his gadget insurance policy. What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the circumsta... (2 pages)View decision -
Decision Reference DRN-3706118
16 Sep 2022 Halifax Share Dealing Limited UpheldInvestmentsDRN-3706118 The complaint Mr O has complained that he has been unable to sell certain shares, held within an ISA, through the Halifax Share Dealing Limited (HSDL) platform. What happened The details of this complaint are well known to both parties, so I will not repeat them again here. The... (3 pages)View decision -
Decision Reference DRN-3692341
16 Sep 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3692341 The complaint Mr B complains that NewDay Ltd trading as Aqua failed to administer his account resulting in additional charges being applied to the account which adversely affected his credit score. What happened Mr B explained that Aqua blocked his card after they became suspi... (2 pages)View decision -
Decision Reference DRN-3596848
16 Sep 2022 Metro Bank PLC UpheldBanking and PaymentsDRN-3596848 The complaint Miss N complains that Metro Bank PLC removed funds from her account without authority and lodged a fraud marker against her. What happened Miss N explained that she was contacted by a person (M) on a popular social media site to learn how to invest funds online. M... (3 pages)View decision -
Decision Reference DRN-3669603
16 Sep 2022 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-3669603 The complaint Mr R complains that he couldn’t transfer a balance directly from a card account he already held to his new account with Clydesdale Bank Plc trading as Virgin Money. Mr R said he had to open another card and transfer the money there first, incurring fees. What happ... (2 pages)View decision -
Decision Reference DRN-3706072
16 Sep 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3706072 The complaint Mr L complains that Monzo Bank Ltd closed his account without notice. He’s like compensation for the distress. What happened Mr L held several current accounts with Monzo. In November 2020 he found that the accounts had been blocked. He contacted Monzo through the... (3 pages)View decision -
Decision Reference DRN-3703512
16 Sep 2022 Morses Club PLC UpheldConsumer CreditDRN-3703512 The complaint Ms H (through a representative) complains that Morses Club PLC (Morses) gave her loans which she struggled to repay. Ms H also says loans were offered when her previous loans hadn’t yet been fully repaid which meant she had at least two loans running at the same t... (6 pages)View decision -
Decision Reference DRN-3705500
15 Sep 2022 Admiral Insurance Company Limited UpheldInsuranceDRN-3705500 The complaint Mr J complains that Admiral Insurance Company Limited mishandled his claim on a motor insurance policy. Where I refer to Admiral, I refer to the above-named insurance company and I include its glass provider and others insofar as I hold Admiral responsible for the... (6 pages)View decision
