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 360264 results
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Decision Reference DRN-4534002
25 Jan 2024 esure Insurance Limited UpheldInsuranceDRN-4534002 The complaint Mr B complains about esure Insurance Limited (“EIL”) and their decision to cancel his motor insurance policy. What happened The circumstances of the claim and complaint are well known to both parties. So, I don’t intend to chronologically list the events in detail... (4 pages)View decision -
Decision Reference DRN-4579661
25 Jan 2024 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-4579661 The complaint Mrs B complains that Red Sands Insurance Company (Europe) Limited unfairly turned down her pet insurance claim. She also complains about its handling of her claim and complaint. What happened Mrs B has a time limited pet insurance policy with Red Sands to cover he... (5 pages)View decision -
Decision Reference DRN-4266490
25 Jan 2024 Bank of Scotland Plc UpheldMortgagesDRN-4266490 The complaint Miss P complains about the actions of Bank of Scotland plc trading as Halifax (Halifax) in refunding an early repayment charge on a mortgage she’d held jointly with her former partner. What happened In 2018 Miss P and her former partner (X) took out a mortgage wit... (3 pages)View decision -
Decision Reference DRN-4125741
25 Jan 2024 IFPC Limited Not upheldInvestmentsDRN-4125741 The complaint Mr and Mrs M have complained about several aspects of the service they have received from IFPC Limited trading as IFPC WEALTH MANAGEMENT (IFPC), regarding the bond they invested in through them. In particular, they are unhappy with the performance of the bond, the... (3 pages)View decision -
Decision Reference DRN-4470709
25 Jan 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4470709 The complaint Mr A complains Bank of Scotland plc didn’t do enough to protect him when he fell victim to a job scam. What happened Mr A has an account with Bank of Scotland – which he normally used as a savings account – and an account elsewhere. He’s had the help of a represen... (2 pages)View decision -
Decision Reference DRN-4390826
25 Jan 2024 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-4390826 The complaint Mr O complains Shop Direct Finance Company Limited trading as Littlewoods lent to him irresponsibly. He’s also unhappy they reduced his credit limit after raising his complaint. What happened Mr O had two accounts with Shop Direct. One was opened in August 2002 an... (3 pages)View decision -
Decision Reference DRN-4204891
25 Jan 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4204891 The complaint Mrs H complains that Bank of Scotland plc trading as Halifax won’t refund her after she reported falling victim to a scam. What happened The circumstances of this complaint are well-known to all parties. And so rather than provide a detailed background I’ll summar... (2 pages)View decision -
Decision Reference DRN-4398478
25 Jan 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4398478 The complaint Ms E complains that NewDay Ltd trading as John Lewis Credit Card has unfairly applied interest to the balance of her credit card account. What happened In September 2022 Ms E opened a credit card account with NewDay. She arranged a direct debit to pay the minimum ... (3 pages)View decision -
Decision Reference DRN-4392688
25 Jan 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4392688 The complaint Mr D complains that TSB Bank plc is holding him responsible for transactions which he says he didn’t authorise. What happened The circumstances of this complaint are well known to both parties, so I will not repeat them all again here in detail. But I will provide... (3 pages)View decision -
Decision Reference DRN-4164800
25 Jan 2024 WorldPay (UK) Limited Not upheldBanking and PaymentsDRN-4164800 The complaint Mr R is a sole trader, trading as E. He complains that WorldPay (UK) Limited wrongly withheld funds during a due diligence review. He also complains that WorldPay made an error by having the wrong name on the account. What happened WorldPay told us: It wrote to E... (3 pages)View decision
