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 381195 results
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Decision Reference DRN-5499610
11 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5499610 The complaint Ms D complains Bank of Scotland plc, trading as Halifax (Halifax) have not fairly handled a chargeback dispute. What happened Ms D holds a current account with Halifax and using her debit card on 7 December 2020 she paid a retailer £2,300 to purchase a piano. ... (3 pages)View decision -
Decision Reference DRN-5598796
11 Jun 2025 Co-op Funeral Plans Limited UpheldFuneral Planning ServicesDRN-5598796 The complaint Mrs T’s complained that Co-op Funeral Plans Limited cancelled her pre-paid funeral plan without her knowledge and refunded what she’d paid to her former partner. What happened Mrs T and her former partner each bought a pre-paid funeral plan towards the end of 2... (3 pages)View decision -
Decision Reference DRN-5608028
11 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5608028 The complaint Miss M has complained about Monzo Bank Ltd’s (Monzo’s) handling of her claim. What happened Miss M booked a stay at a hotel I shall call R using her Monzo debit card. This was for the dates of 2 May to 4 May 2024 at a cost of £258.52. However the wedding she w... (5 pages)View decision -
Decision Reference DRN-5591507
11 Jun 2025 RCI Financial Services Limited Not upheldConsumer CreditDRN-5591507 The complaint Mr Z complains about the quality of a car he acquired under a hire purchase agreement with RCI Financial Services Limited trading as Mobilize Financial Services (“MFS”) What happened Mr Z acquired a used car in February 2023. He financed the deal through an agr... (3 pages)View decision -
Decision Reference DRN-5610545
11 Jun 2025 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-5610545 The complaint Mr B has raised a number of complaints about his dealings with St. James’s Place Wealth Management Plc (‘SJP’). He says it has not treated fairly as a vulnerable consumer and believes he was targeted at a vulnerable time. He says the performance of his investme... (11 pages)View decision -
Decision Reference DRN-5613259
11 Jun 2025 The Prudential Assurance Company Limited UpheldInvestmentsDRN-5613259 The complaint Mr D complains that The Prudential Assurance Company Limited (“Pru”) failed to retain his log in details which meant he was unable to access a secure message it had sent. He also complains that Pru failed to telephone him back as promised when facing these issu... (3 pages)View decision -
Decision Reference DRN-5249691
11 Jun 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5249691 The complaint Mr S complains that Wise Payments Limited (“Wise”) won’t refund payments he made as part of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary, I understand it to be as foll... (5 pages)View decision -
Decision Reference DRN-5585835
11 Jun 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5585835 The complaint Mr R complains that Madison CF UK Limited trading as 118118 Money was irresponsible in its lending to him. He wants all interest and charges removed from his loan and for the payments he has made to be treated as payments towards the capital he borrowed. He the... (4 pages)View decision -
Decision Reference DRN-5449536
11 Jun 2025 Moto Broking Limited Not upheldInsuranceDRN-5449536 The complaint Mr L has complained that Moto broking Limited trading as BeMoto mis-sold a motorbike insurance policy to him. Mr L's claim for the theft of his motorbike was declined by the insurer as it applied a garage endorsement which Mr L says BeMoto didn't high... (3 pages)View decision -
Decision Reference DRN-5616638
11 Jun 2025 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-5616638 The complaint Mrs P complained to St. James's Place Wealth Management Plc (SJP) about the unreasonableness of the fees and charges on her pension, and the frequency and quality of the advice associated with them, She also complained about the mismanagement of her funds ... (4 pages)View decision
