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 364422 results
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Decision Reference DRN-4557880
16 Feb 2024 Freemans Plc UpheldConsumer CreditDRN-4557880 The complaint The estate of Mrs D complains Freemans Plc trading as Bon Prix was told the catalogue shopping account in Mrs D’s name would be closed – but was then asked to repay the balance. Mr D is representing Mrs D’s estate. What happened After Mrs D sadly passed away, Mr D... (2 pages)View decision -
Decision Reference DRN-4434996
16 Feb 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-4434996 The complaint Mr W complains Vanquis Bank Limited sold his credit card account to a debt purchaser despite having a payment arrangement in place. What happened Mr W has said he opened the account in 2017 and after getting into difficulties set up a payment plan which had repaid... (2 pages)View decision -
Decision Reference DRN-4420017
16 Feb 2024 Bank of Scotland Plc Not upheldConsumer CreditDRN-4420017 The complaint Mr R complains Bank of Scotland plc trading as Halifax have unfairly defaulted a loan account in his name. Mr R was also unhappy Halifax hadn’t properly updated his address. What happened In March 2022 Mr R was unfortunately involved in a scam, which led to him ta... (3 pages)View decision -
Decision Reference DRN-4377367
16 Feb 2024 Mercer Limited UpheldPensions and AnnuitiesDRN-4377367 The complaint Mrs E is unhappy that Mercer Ltd (or a predecessor business of Mercer) advised her to take out a Free Standing Additional Voluntary Contribution (FSAVC) policy, which was unsuitable for her needs, and failed to advise her of more appropriate and/or cheaper options... (7 pages)View decision -
Decision Reference DRN-4626921
16 Feb 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4626921 The complaint Mr C has complained about his let property insurer AXA Insurance UK Plc because it declined his storm claim for damage to his property. What happened The polycarbonate roof of a porch at a property Mr C owns was torn off in January 2023. Mr C reported to AXA that ... (6 pages)View decision -
Decision Reference DRN-4587051
16 Feb 2024 Contis Financial Services Limited UpheldBanking and PaymentsDRN-4587051 The complaint Mr M has complained Contis Financial Services Limited, trading as Engage, won’t refund £250 for two cash withdrawals he didn’t make. What happened On 17 August 2023 Mr M attempted to use his Engage debit card at a cash machine at 06:47 to withdraw £10. This was un... (2 pages)View decision -
Decision Reference DRN-4604165
16 Feb 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4604165 The complaint Mr G complains that Monzo Bank Ltd (“Monzo”) didn’t do enough to protect him from the financial harm caused by an investment scam company, or to help him recover the money once he’d reported the scam. What happened The detailed background to this complaint is well... (3 pages)View decision -
Decision Reference DRN-4580423
16 Feb 2024 Madison CF UK Limited UpheldBanking and PaymentsDRN-4580423 The complaint Mrs W has complained Madison CF UK Limited, trading as 118 118 Money won’t refund her for a transaction she didn’t make. What happened Mrs W opened a credit card account with 118 118 Money in April 2022. In March 2023 after a series of phone calls that had been cu... (3 pages)View decision -
Decision Reference DRN-4599375
16 Feb 2024 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4599375 The complaint Mrs and Mr B complain that Casualty & General Insurance Company (Europe) Ltd (‘Casualty’) unfairly declined their pet insurance claim and about its service. My references to Casualty include its agents. What happened Mrs and Mr B took out pet insurance for the... (5 pages)View decision -
Decision Reference DRN-4611674
16 Feb 2024 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-4611674 The complaint Mr F has complained about a transfer of his Standard Life Assurance Limited group personal pension to an occupational scheme in 2011. Mr F’s occupational scheme was subsequently found to be a vehicle for pension liberation, the process by which pensions are access... (6 pages)View decision
