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 4563 results
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Decision Reference DRN-2887655
3 Aug 2021 Cabot Credit Management Group Limited UpheldConsumer CreditDRN-2887655 The complaint Miss H complains about the way that Cabot Credit Management Group Limited has managed an outstanding debt in her name. Miss H wants Cabot to apologise and pay compensation. What happened In 2019, Cabot bought an outstanding debt in the name of Miss H. Cabot contac... (3 pages)View decision -
Decision Reference DRN-3297276
31 May 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3297276 The complaint Mr C complains that Monzo Bank Ltd unfairly closed his account and believes that he was discriminated against. What happened Mr C opened a new account with Monzo and received several payments into it, all from different accounts. Monzo received information about o... (3 pages)View decision -
Decision Reference DRN-2707619
2 Jun 2021 Haven Insurance Company Limited UpheldInsuranceDRN-2707619 The complaint Mr M complains that Haven Insurance Company Limited cancelled his motor insurance policy and retained his premiums. What happened Mr M took out a policy with Haven. Some months later, Haven found that the ownership of Mr M’s car had changed. So, as it thought Mr M... (3 pages)View decision -
Decision Reference DRN-3652058
15 Sep 2022 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3652058 The complaint Mr R complains that National Westminster Bank Plc (“NatWest”) won’t refund money he lost when he fell victim to an investment scam. What happened The detailed background to this complaint is well known to both parties, so I won’t repeat it again here. Instead, I’l... (2 pages)View decision -
Decision Reference DRN-3704868
8 Mar 2024 ReAssure Life Limited Not upheldPensions and AnnuitiesDRN-3704868 The complaint Mr P complains that ReAssure Life Limited failed to warn him about the risks involved in a pension transfer he was making to the Tallton Place Pension Scheme (“the Scheme”), set up by Ark Commercial Pension Planning LLP, in March 2011. The Scheme was subsequently ... (8 pages)View decision -
Decision Reference DRN1875608
25 Jan 2018 FirstRand Bank Limited Not upheldBanking and creditMr A complains that a used van he acquired in January 2017 under a hire purchase agreement from FirstRand Bank Limited (trading as Motonovo Finance) (“Motonovo”) wasn’t of satisfactory quality or fit for purpose.background Shortly after he obtained the van, Mr A complaine... (3 pages)View decision -
Decision Reference DRN-5236051
24 Jan 2025 Wakam Not upheldInsuranceDRN-5236051 The complaint Mr C and Ms R are unhappy Wakam turned down a claim they made on their wedding insurance policy. Although the policy is in joint names as the complaint has been largely brought by Ms R I’ll refer to her in this decision. All references to Wakam include its agen... (3 pages)View decision -
Decision Reference DRN9124579
24 Apr 2017 HSBC Bank plc Not upheldBanking and creditMr and Mrs R have complained HSBC Bank Plc treated them unfairly by closing their business account.background HSBC froze Mr and Mrs R’s business account and then closed it when they didn’t respond to its request for information about their business. It handed the acco... (3 pages)View decision -
Decision Reference DRN-2460085
17 Feb 2021 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-2460085 The complaint Mr P complains that the information on his credit file provided by Vanquis Bank Limited (Vanquis) was wrong. What happened Mr P had a credit card with Vanquis. He was in financial difficulty. Several payment plans were agreed by Vanquis between September 2014 and ... (3 pages)View decision -
Decision Reference DRN-4096144
2 May 2023 Accelerant Insurance Europe SA/NV UpheldInsuranceDRN-4096144 The complaint Mr M complains about how Accelerant Insurance Europe SA/NV handled a claim made on his commercial motor insurance policy. He wants compensation for his loss of use, and its delays and errors. What happened Mr M’s van was stolen, and he made a claim to Accelerant. ... (2 pages)View decision
