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 364421 results
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Decision Reference DRN-4494902
11 Mar 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-4494902 The complaint Mr E and Mrs V have complained about Liverpool Victoria Insurance Company Limited. They are not happy that it turned down a claim under their motor insurance policy. What happened Mr E and Mrs V made a claim under their motor insurance policy after their car was s... (2 pages)View decision -
Decision Reference DRN-4674708
11 Mar 2024 David Stock & Co Limited UpheldPensions and AnnuitiesDRN-4674708 The complaint Mr W complains about the advice David Stock & Co Limited (‘DSC’) gave to him to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a self-invested personal pension (‘SIPP’). He says the advice might not have been suitable for ... (8 pages)View decision -
Decision Reference DRN-4526688
11 Mar 2024 J D Williams & Company Limited Not upheldConsumer CreditDRN-4526688 The complaint Mrs D complains that JD Williams & Company Limited, trading as Simply Be, lent her a catalogue shopping account irresponsibly. What happened Mrs D took out a catalogue shopping account with Simply Be in March 2017. The initial credit limit was £200. The credit... (3 pages)View decision -
Decision Reference DRN-4617260
11 Mar 2024 PRA Group (UK) Limited Not upheldBanking and PaymentsDRN-4617260 The complaint Mr M complains about delays by PRA Group (UK) Limited when responding to his request for information. What happened PRA acquired two accounts in Mr M’s name. The first was from a business I’ll refer to as H and was acquired in February 2021. H and PRA both sent Mr... (3 pages)View decision -
Decision Reference DRN-4617915
11 Mar 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4617915 The complaint Mr G complains that HSBC UK Bank Plc wrongly requested the return of over £5,000 of direct debit payments from his credit card provider (M). As a result M informed him that he had exceeded his credit limit. What happened In June 2023 Mr G visited his local branch ... (2 pages)View decision -
Decision Reference DRN-4623394
11 Mar 2024 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-4623394 The complaint Mr Y complains that Co-operative Bank Plc (Co-op) refused to dispute a payment he made. What happened Mr Y purchased an item online and made the payment via a third party business I’ll refer to as P. The payment was debited from Mr Y’s account with Co-op and paid ... (2 pages)View decision -
Decision Reference DRN-4559934
11 Mar 2024 Tesco Personal Finance PLC UpheldConsumer CreditDRN-4559934 The complaint Mr C complains that Tesco Personal Finance plc trading as Tesco Bank unfairly recorded a default on this credit file. He would like the default removed. What happened Mr C took out a Tesco Bank loan in September 2018. The loan was repayable over 61 months. Mr C s... (3 pages)View decision -
Decision Reference DRN-4657820
11 Mar 2024 Zurich Insurance PLC UpheldInsuranceDRN-4657820 The complaint Mr M is unhappy that Zurich Insurance PLC declined a claim he made on his travel insurance policy. What happened Mr M broke his leg whilst skiing on holiday. He claimed on his travel insurance policy, but the claim was declined because he hadn’t purchased winter s... (2 pages)View decision -
Decision Reference DRN-4673948
11 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4673948 The complaint Miss A and Mr B complain that Monzo Bank Ltd rejected their application for a joint account. They’d like Monzo to reconsider and open a joint account for them. What happened Miss A and Mr B both have personal accounts with Monzo. In May 2023, Miss A and Mr B attem... (3 pages)View decision -
Decision Reference DRN-4617416
11 Mar 2024 Lantern Debt Recovery Services Ltd Not upheldConsumer CreditDRN-4617416 The complaint Ms S complains that Lantern Debt Recovery Services Ltd is unfairly attempting to collect a debt it acquired in her name. What happened In August 2023 Lantern purchased a debt in Ms S’ name from a business I’ll refer to as A. The debt related to a guarantor loan fo... (3 pages)View decision
