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 365917 results
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Decision Reference DRN-5051314
30 Sep 2024 Inclusive Finance Limited Not upheldConsumer CreditDRN-5051314 The complaint Ms S is unhappy that Inclusive Finance trading as Creditspring didn’t tell her about a missed payment on her loan account and the arrears that have been reported on her credit file since. What happened Ms S took out a fixed sum loan agreement with Creditspring.... (2 pages)View decision -
Decision Reference DRN-5044007
30 Sep 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5044007 The complaint Mr S complains that he was unable to make a counter cash withdrawal from his account with Bank of Scotland plc trading as Halifax. He also says that Halifax responded poorly to his concerns and complaint. What happened In October 2023 Mr S went to a Halifax bra... (2 pages)View decision -
Decision Reference DRN-4975477
30 Sep 2024 Aviva Life & Pensions UK Limited UpheldInsuranceDRN-4975477 The complaint Mrs C’s complained that Aviva Life & Pensions UK Limited cancelled her policy without notifying her. And they took a direct debit payment of £72.75 without explanation. What happened Mrs C bought a life and critical illness policy from Aviva in 2004. Her ... (2 pages)View decision -
Decision Reference DRN-5020054
30 Sep 2024 The Shepherds Friendly Society Limited Not upheldInsuranceDRN-5020054 The complaint Ms K has complained that The Shepherds Friendly Society Limited as Shepherds Friendly declined an income protection claim. What happened The background to this complaint is well known to both parties so I won't repeat it in detail here. In summary Ms K too... (3 pages)View decision -
Decision Reference DRN-5042037
30 Sep 2024 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-5042037 The complaint Mr P and Miss S complains that St. James’s Place Wealth Management Plc trading as St. James's Place (“SJP”) has charged them an ongoing advice charges (“OACs”) despite not receiving annual reviews. Mr P and Miss S are being represented by a claims managem... (7 pages)View decision -
Decision Reference DRN-5043238
30 Sep 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5043238 The complaint Miss B complains about the way Bank of Scotland plc trading as Halifax dealt with two international cheques she paid into her account with it. What happened In December 2023 Miss B paid two international cheques totalling $350 into her account with Halifax. She... (2 pages)View decision -
Decision Reference DRN-4918601
30 Sep 2024 Great Lakes Insurance SE UpheldInsuranceDRN-4918601 The complaint Mr and Mrs P complain Great Lakes Insurance SE unfairly declined a travel insurance claim. Mrs P was travelling with her daughter. So my references will be to Mrs P. What happened Mrs P holds a travel insurance policy which provides cover for her and her family... (4 pages)View decision -
Decision Reference DRN-5052029
30 Sep 2024 Invest Southwest Ltd Not upheldInvestmentsDRN-5052029 The complaint Mr and Mrs S have complained about the advice they received from Invest Southwest Ltd (Invest Southwest) to invest in an Open-Ended Investment Company (OEIC). They believe the advice was unsuitable because as they were exposed to a higher level of risk than the... (6 pages)View decision -
Decision Reference DRN-4956939
30 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4956939 The complaint Mr K says Monzo Bank Ltd (“Monzo”) refuses to refund him for transactions on his account he says he didn’t authorise. What happened Mr K says he noticed six transactions on his account on 7 April 2024, which he says he didn’t authorise. These were all ApplePay ... (2 pages)View decision -
Decision Reference DRN-4957236
30 Sep 2024 Saga Services Limited Not upheldInsuranceDRN-4957236 The complaint Mr and Mrs W are unhappy that Saga Services Limited mis-sold them a private health insurance policy (‘the policy’). What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. I’ll focus on giving the reasons ... (2 pages)View decision
