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 363152 results
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Decision Reference DRN-3995454
16 Feb 2024 Ball MacLeod LLP Not upheldInvestmentsDRN-3995454 The complaint Mr and Mrs M have complained about the advice they were given to invest, by Ball MacLeod LLP in March 2021. What happened Mr and Mrs M say they met with Ball MacLeod in March 2021, to discuss how best to invest the proceeds of a house sale. Following the advice, t... (3 pages)View decision -
Decision Reference DRN-4560920
16 Feb 2024 AXA PPP Healthcare Limited Not upheldInsuranceDRN-4560920 The complaint Mr W complains that AXA PPP Healthcare Limited cancelled his private medical insurance policy. He also complains about the conduct of AXA’s staff members. What happened Mr W held private medical insurance cover with AXA, and was having problems paying the monthly ... (3 pages)View decision -
Decision Reference DRN-4511722
16 Feb 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4511722 The complaint Mr M complains that Monzo Bank Ltd unfairly decided he is liable for disputed payments from his account. What happened In January last year, Mr M says he noticed several transfers from his account that he says he didn’t authorise. All the payments took place over ... (4 pages)View decision -
Decision Reference DRN-4561304
16 Feb 2024 Close Brothers Limited UpheldConsumer CreditDRN-4561304 The complaint Mr W is unhappy that a car supplied to him under a conditional sale agreement with Close Brothers Limited was of an unsatisfactory quality. What happened In October 2022, Mr W was supplied with a used car through a conditional sale agreement with Close Brothers. T... (4 pages)View decision -
Decision Reference DRN-4615143
16 Feb 2024 TSB Bank plc Not upheldMortgagesDRN-4615143 The complaint Mr A complains about how TSB Bank plc went about the possession of his property. What happened Mr A had a mortgage with TSB. He fell into financial difficulty and in April 2023, the County Court issued a notice entitling TSB to take Mr A’s property. Possession wen... (3 pages)View decision -
Decision Reference DRN-4566003
16 Feb 2024 Madison CF UK Limited Not upheldConsumer CreditDRN-4566003 The complaint Mr H complains that Madison CF UK Limited trading as 118118 Money allowed a third party to take out a loan in his name. 118118 has now cleared the loan from Mr H’s credit report. But he would like to know how this was allowed to happen and be paid compensation for... (2 pages)View decision -
Decision Reference DRN-4449191
16 Feb 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4449191 The complaint Mr E complains about how NewDay Ltd (“NewDay”) handled his request for a refund of money he paid to a third party. He also complains that NewDay decreased his credit limit without notice. What happened In July 2022, Mr E paid £1,200 to a third party I’ll call ‘M’ ... (2 pages)View decision -
Decision Reference DRN-4490987
16 Feb 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4490987 The complaint Miss H complains about how Lloyds Bank PLC (“Lloyds”) dealt with her chargeback request. She also complains that Lloyds ignored her requests not to contact her by e-mail and that she hasn’t been able to access information in their secure portal. What happened Miss... (3 pages)View decision -
Decision Reference DRN-4481208
16 Feb 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4481208 The complaint Mrs K complains that Santander UK Plc (“Santander”) failed to refund transactions made from her account that she didn’t recognise. What happened What Mrs K says Mrs K says a close family member (referred to here as M) was living with her and gained access to her a... (5 pages)View decision -
Decision Reference DRN-4438931
16 Feb 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4438931 The complaint Ms C complains that Bank of Scotland plc trading as Halifax (“Halifax”) hasn’t refunded her for costs levied by a third party in respect of a car hire. What happened In October 2022, Ms C purchased car rental services from a company I’ll call ‘C’, who are based in... (3 pages)View decision
