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 371633 results
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Decision Reference DRN-5003072
4 Sep 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5003072 The complaint You’re unhappy that Creation reported a default to your credit file. What happened In January 2024 Creation applied a default to your account. You say they were unfair to do that. Creation didn’t agree. They said that they didn’t know you were homeless and t... (2 pages)View decision -
Decision Reference DRN-4744451
4 Sep 2024 Vitality Life Limited UpheldInsuranceDRN-4744451 The complaint Mrs B is unhappy with the service she received from Vitality Life Limited when she tried to claim on her income protection policy. What happened Mrs B had a range of products with Vitality which offered income protection, serious illness and life cover. In Apri... (3 pages)View decision -
Decision Reference DRN-4875220
4 Sep 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4875220 The complaint Miss W is complaining about Capital One (Europe) plc because she says it incorrectly reported a late payment to one of the credit reference agencies (CRAs) despite her having made a payment in that month. What happened Miss W has a credit card account with Capi... (2 pages)View decision -
Decision Reference DRN-4901637
4 Sep 2024 ReAssure Limited Not upheldPensions and AnnuitiesDRN-4901637 The complaint Mr S has complained that ReAssure Limited hasn’t administered his fund correctly, saying that the return he’s received on his investments doesn’t seem to be correct. He’s also said that he asked for the terms and conditions for his pension plan in September 202... (5 pages)View decision -
Decision Reference DRN-4964933
4 Sep 2024 West Bay Insurance Plc Not upheldInsuranceDRN-4964933 The complaint Mr A is unhappy with West Bay Insurance Plc’s (West Bay) approach to settling a claim made against his motor insurance policy. Any references to West Bay include its agents. What happened In October 2022, Mr A left his car at a friend’s house. His friend arra... (3 pages)View decision -
Decision Reference DRN-4696791
4 Sep 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4696791 The complaint Miss W complains Monzo Bank Ltd have refused to refund over 50 payments made via her Monzo Flex account. She also complains having cancelled her metal Monzo Premium payment card because of these transactions, Monzo charged her £50 for a replacement card. What ... (3 pages)View decision -
Decision Reference DRN-4868977
4 Sep 2024 OneSavings Bank Plc Not upheldMortgagesDRN-4868977 The complaint C, a limited company, complains that OneSavings Bank Plc trading as Kent Reliance refused to give C a Buy To Let mortgage, because of the property’s location, but C’s broker had told Kent about this location before applying. C wants the valuation fee refunded. ... (4 pages)View decision -
Decision Reference DRN-5003347
4 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5003347 The complaint Mr H complains that Monzo Bank Ltd (“Monzo”) acted irresponsibly by providing him with an overdraft facility he says he couldn’t afford. What happened Mr H was given an overdraft with his Monzo account in April 2022. The overdraft limit was £150. Mr H complai... (3 pages)View decision -
Decision Reference DRN-4872422
4 Sep 2024 EB ASSOCIATES GROUP LIMITED UpheldPensions and AnnuitiesDRN-4872422 The complaint Mr B complains that some advice he received from EB Associates Group Limited regarding the consolidation and investment of his pension savings was inappropriate. What happened Mr B has been assisted in making his complaint by a claims management company. But in... (3 pages)View decision -
Decision Reference DRN-4960311
4 Sep 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4960311 The complaint Ms L complains that Lloyds Bank PLC (“Lloyds”) won’t refund money she lost when she fell victim to a scam. Ms L is being represented by a claims management company in this complaint. What happened The detailed background to this complaint is well known to bot... (3 pages)View decision
