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-3700665
13 Sep 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3700665 The complaint Mr J has complained that Lloyds Bank PLC won’t refund a transaction he says he didn’t make or otherwise authorise. What happened In January 2021, £12,000 was transferred from Mr J’s Lloyds account to a third party he’d never paid before, using his mobile app. Ther... (3 pages)View decision -
Decision Reference DRN-3700631
13 Sep 2022 Blue Motor Finance Ltd UpheldConsumer CreditDRN-3700631 The complaint Mr G complains about the quality of a car supplied to him under a hire purchase agreement with Blue Motor Finance Ltd, trading as Blue Motor Finance (“BMF”). What happened On 11 November 2021 Mr G entered a hire purchase agreement with BMF for a van. It was just o... (6 pages)View decision -
Decision Reference DRN-3700620
13 Sep 2022 MotoNovo Finance Limited UpheldConsumer CreditDRN-3700620 The complaint Mr H complains about the quality of a car that was supplied to him under a hire purchase agreement with MotoNovo Finance Limited. What happened In March 2021 Mr H entered into a hire purchase agreement with MotoNovo for a car. The car was three and a half years ol... (7 pages)View decision -
Decision Reference DRN-3700584
13 Sep 2022 U K Insurance Limited UpheldInsuranceDRN-3700584 The complaint Mr and Mrs H complain about how U K Insurance Limited (UKI) handled a claim they made under their home emergency policy. References to UKI include its agents. What happened In early December 2021, Mrs H contacted UKI because of an issue with her boiler that was su... (3 pages)View decision -
Decision Reference DRN-3700505
13 Sep 2022 Killik & Co LLP UpheldInvestmentsDRN-3700505 The complaint Mr P complains about the service he received from Killik & Co LLP trading as Killik & Co (Killik) in respect to his Child Trust Fund account (CTF). Mr P is being represented on this complaint by his mother, but for ease of reference, I’ll refer to any subm... (4 pages)View decision -
Decision Reference DRN-3700417
13 Sep 2022 St Andrew's Insurance plc UpheldInsuranceDRN-3700417 The complaint Miss C has complained that St Andrew’s Insurance Plc (St Andrew’s) unfairly declined a claim for storm damage under a home insurance policy. What happened Miss C owned a property she rented out to tenants. The property’s dormer roof came off during a storm. Miss C... (5 pages)View decision -
Decision Reference DRN-3650704
13 Sep 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3650704 The complaint Mr B complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money he lost when he was the victim of a scam. What happened Mr B says that he received a notification from Monzo about an attempted payment for around £1,000 that he hadn’t made. Soon after, Mr B rece... (4 pages)View decision -
Decision Reference DRN-3630653
13 Sep 2022 British Gas Insurance Limited UpheldInsuranceDRN-3630653 The complaint Mr J and Ms S complain about their British Gas Insurance Limited homecare policy. A number of engineer visits were cancelled, and it took over two months for the problem to be fixed after it’d been reported. What happened Mr J and Ms S had a homecare policy with B... (3 pages)View decision -
Decision Reference DRN-3689390
13 Sep 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3689390 The complaint Mr D complains that he was given unsuitable advice by Portal Financial Services LLP (formerly Portafina LLP) to transfer his existing personal pension to a Self-Invested Personal Pension (SIPP) and invest into funds which have since failed. What happened Mr D was ... (5 pages)View decision -
Decision Reference DRN-3328039
13 Sep 2022 Halifax Share Dealing Limited UpheldInvestmentsDRN-3328039 The complaint Mr R complained that Halifax Share Dealing Limited (‘HSDL’) took too long to return his money after its security checks blocked an online request he had made to withdraw funds. He was also unhappy about delays he experienced trying to sort things out on the phone ... (3 pages)View decision
