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 362716 results
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Decision Reference DRN-4206694
28 Mar 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4206694 The complaint Mr S complains that Nationwide Building Society will not refund transactions he says he didn’t make or authorise. What happened Mr S is disputing over £15,000 of transactions made from his Nationwide current account between August and November 2022. The transactio... (5 pages)View decision -
Decision Reference DRN-4579553
28 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4579553 Complaint Miss S is unhappy that Monzo Bank Ltd didn’t reimburse her after she fell victim to a scam. Background Miss S wanted to book a holiday in a caravan park for her family. She found a property advertised on a social media platform and contacted someone posing as the prop... (2 pages)View decision -
Decision Reference DRN-4671679
28 Mar 2024 Premier Benefit Solutions Limited Not upheldPensions and AnnuitiesDRN-4671679 The complaint Mr B complains that Premier Benefit Solutions Limited, trading as Premier Wealth Planning (“PWP”), inappropriately recommended, under an ‘abridged advice’ process, that he remain in his former employer’s defined benefit (DB) pension scheme. He argues that he is no... (10 pages)View decision -
Decision Reference DRN-4688968
28 Mar 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-4688968 The complaint Mr R says Vanquis Bank Limited unfairly recorded a default on his credit file in relation to a missed payment to his credit card account. What happened Briefly, Mr R missed a payment to his account while he was abroad. Vanquis tried to contact him to bring his acc... (2 pages)View decision -
Decision Reference DRN-4369991
28 Mar 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4369991 The complaint Mr B complains about the delays caused by Advantage Insurance Company Limited after he claimed on his car insurance policy. What happened Mr B was driving his car and involved in a car accident, there were no other parties involved in the accident. Mr B claimed on... (2 pages)View decision -
Decision Reference DRN-4714477
28 Mar 2024 Sun Life Assurance Company of Canada (U.K.) Limited UpheldPensions and AnnuitiesDRN-4714477 The complaint Mr R held several pension arrangements with Sun Life Assurance Company of Canada (U.K.) Limited trading as Sun Life Financial of Canada (SLAC). The one complained about is a policy started a number of years ago. What happened In February 2023 Mr R contacted SLAC. ... (7 pages)View decision -
Decision Reference DRN-4506916
28 Mar 2024 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-4506916 The complaint Mr and Mrs B complain that The Co-operative Bank Plc (‘the Co-op’) has not provided them with information requested in relation to a packaged bank account benefit. For ease, I’ll refer to all actions and comments as those of Mr B. What happened Mr B had a package... (3 pages)View decision -
Decision Reference DRN-4547629
28 Mar 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4547629 The complaint Mr A complains that Bank of Scotland plc closed his credit card account without providing him with sufficient notice. He’s also unhappy that he hasn’t received a response to his Subject Access Request. What happened Mr A held a credit card account with Bank of Sco... (2 pages)View decision -
Decision Reference DRN-4714349
28 Mar 2024 Ageas Insurance Limited UpheldInsuranceDRN-4714349 The complaint Mr J has complained about his motor insurer Ageas Insurance Limited regarding it avoiding his policy (treating it as though it had never existed) and, by association, declining his claim. He’s also unhappy that it kept his car and cancelled another policy for a di... (6 pages)View decision -
Decision Reference DRN-4582927
28 Mar 2024 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-4582927 Complaint Mr N is unhappy that J.P. Morgan Europe Limited trading as Chase (“Chase”) didn’t reimburse him after he fell victim to an investment scam. Background In November 2022, Mr N fell victim to an investment scam. He’d noticed a post on a social media website that advertis... (3 pages)View decision
