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 360264 results
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Decision Reference DRN-4638548
22 Oct 2024 Think Money Limited UpheldBanking and PaymentsDRN-4638548 The complaint Mr S complains Think Money Limited unfairly refused to refund transactions on his account which he didn’t authorise. Mr S also complains Think Money Limited unfairly closed his account. What happened The facts of the complaint are well known to both parties, s... (3 pages)View decision -
Decision Reference DRN-5025287
22 Oct 2024 Secure Trust Bank Plc Not upheldConsumer CreditDRN-5025287 The complaint Miss E complains about the quality of a used car she acquired through a hire purchase agreement with Secure Trust Bank Plc trading as V12 Vehicle Finance (V12). What happened On 26 April 2023 Miss E entered a hire purchase agreement with V12 to acquire a used ... (5 pages)View decision -
Decision Reference DRN-5094736
22 Oct 2024 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-5094736 The complaint Mr G has complained, with the help of a professional third party, about the transfer of his personal pension, which was held with The Royal London Mutual Insurance Society Limited (‘Royal London’) to a Qualifying Recognised Overseas Pension Scheme (“QROPS”) in ... (17 pages)View decision -
Decision Reference DRN-4987899
22 Oct 2024 One Call Insurance Services Limited UpheldInsuranceDRN-4987899 The complaint Miss Y is unhappy with the motor car policy she has as the device which is integral to the working of the policy causes her car alarm to sound frequently. One Call Insurance Services Limited (“One Call”) as broker provided the administration and communication i... (2 pages)View decision -
Decision Reference DRN-4786474
22 Oct 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4786474 The complaint Mr M has complained about the closure of his credit card account with Bank of Scotland plc, trading as Halifax. What happened Mr M had a credit card account with Halifax. However, it decided to close it. Mr M thinks this was done following a call he had with a ... (2 pages)View decision -
Decision Reference DRN-4984600
22 Oct 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4984600 The complaint Mrs M, via a representative, complains that Revolut Ltd (“Revolut”) have failed to refund the money she lost as part of a fake job scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. Inst... (3 pages)View decision -
Decision Reference DRN-5049405
22 Oct 2024 Domestic & General Insurance Plc Not upheldInsuranceDRN-5049405 The complaint Miss D is unhappy Domestic and General Insurance Plc (“DGI”) won’t replace her cooker or refund her for her cooker under her home appliance insurance policy. What happened Miss D says she has had reason to contact DGI several times when a fault with her cooker ... (2 pages)View decision -
Decision Reference DRN-4917953
22 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4917953 The complaint Miss C complains that Monzo Bank Ltd (Monzo) won’t refund the money she lost after she fell victim to an Authorised Push Payment (APP) scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But i... (3 pages)View decision -
Decision Reference DRN-4984367
22 Oct 2024 U K Insurance Limited UpheldInsuranceDRN-4984367 The complaint Mrs R is unhappy with the quality of repairs that have been carried out by U K Insurance Limited (UKI) after she made a claim under her motor insurance policy. What happened In 2023 Mrs R was unfortunately involved in a car accident. UKI arranged for Mrs R’s ve... (3 pages)View decision -
Decision Reference DRN-5078701
22 Oct 2024 Capquest Debt Recovery Limited Not upheldConsumer CreditDRN-5078701 The complaint Mr C complains that Capquest Debt Recovery Limited passed his data to a third-party debt collector unlawfully, without his consent. Mr C wants Capquest to apologise and pay compensation. What happened In April 2024, Mr C received an email from a business I will... (3 pages)View decision
