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 361839 results
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Decision Reference DRN-5016602
7 Nov 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5016602 The complaint Mrs B and Mr B complain that Lloyds Bank PLC (Lloyds) won’t refund money they paid to a firm. What happened What Mrs B and Mr B say: They paid for a course to a firm (which I will call ‘firm A’) to train them in new skills to do with trading. Mr B attended a th... (4 pages)View decision -
Decision Reference DRN-4689048
7 Nov 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4689048 The complaint Mr L complains that Santander UK Plc did not pursue a claim for a refund of a card payment, even though the services he paid for were not provided. What happened On 19 October 2023 Mr L registered a money claim with HMCTS. He was seeking a payment from K. Mr L ... (2 pages)View decision -
Decision Reference DRN-5087633
7 Nov 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5087633 The complaint Mr B complains that NewDay Ltd are charging him too much interest on his credit card account. What happened Mr B holds a credit card account with NewDay. The account is in persistent debt. In April 2024 NewDay placed the account in a 48 month PayDown plan and p... (3 pages)View decision -
Decision Reference DRN-4698162
7 Nov 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4698162 The complaint Mr S and Mrs S complain about Royal & Sun Alliance Insurance Limited (“RSA”)’s handling of their buildings insurance claim. All references to RSA also include its appointed agents. What happened What my decision covers I’m aware this claim has been ongoing ... (4 pages)View decision -
Decision Reference DRN-4810283
7 Nov 2024 Elevate Portfolio Services Limited UpheldPensions and AnnuitiesDRN-4810283 The complaint Mrs F complains that Elevate Portfolio Services Limited (Elevate) unnecessarily delayed the transfer of her pension to a new provider. She thinks Elevate should have been more transparent in keeping her informed about an outstanding direct debit on the pension ... (5 pages)View decision -
Decision Reference DRN-5052635
7 Nov 2024 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-5052635 The complaint X complains that Marks & Spencer Financial Services Plc (M&S) irresponsibly provided her with a credit card and limit increase and failed to support her as a vulnerable customer. What happened M&S provided X with a credit card for £1,500 in November 20... (5 pages)View decision -
Decision Reference DRN-5083017
7 Nov 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-5083017 The complaint Miss M has complained about the loss of a personal registration plate from her car when she made a claim under her car insurance policy. What happened Miss M was involved in an incident and made a claim to her insurer, Advantage. Her car was recovered and in tr... (2 pages)View decision -
Decision Reference DRN-5133085
7 Nov 2024 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5133085 The complaint Mr H complains about the quality of a car supplied to him on hire purchase by Volkswagen Financial Services (UK) Limited (‘VWFS’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It r... (5 pages)View decision -
Decision Reference DRN-5128837
7 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5128837 The complaint Mr E is unhappy that Monzo Bank Ltd restricted his account and didn’t inform him when the restrictions were lifted. What happened On 31 July 2024, Monzo restricted Mr E’s account because a payment on the account was flagged as being potentially suspicious by M... (4 pages)View decision -
Decision Reference DRN-5096701
7 Nov 2024 U K Insurance Limited UpheldInsuranceDRN-5096701 The complaint Mr I complains that U K Insurance Limited mishandled his claim on his motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is an electric car, first registered in September 2020. Mr I acquired the car in about... (4 pages)View decision
