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 118878 results
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Decision Reference DRN-3734257
6 Dec 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3734257 The complaint Ms B is unhappy how NewDay Ltd trading as Aqua (NewDay) handled her request for help to recover money following the cancellation of her son’s holiday. What happened On 23 October 2019 Ms B went with her son to arrange a trip abroad for him. They visited a travel a... (3 pages)View decision -
Decision Reference DRN-3814002
6 Dec 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3814002 The complaint Mr R is unhappy that Monzo Bank Ltd won’t refund the money he lost after he fell victim to an ‘authorised push payment’ (“APP”) scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it all here. But briefly, and base... (4 pages)View decision -
Decision Reference DRN-3723526
6 Dec 2022 Inter Partner Assistance SA UpheldInsuranceDRN-3723526 The complaint Mr M complains about how Inter Partner Assistance SA (IPA) handled his travel insurance claim. My references to IPA include its agents. What happened Mr M had single trip travel insurance insured by IPA. In October 2021 he claimed on the policy for lost baggage on... (2 pages)View decision -
Decision Reference DRN-3844227
6 Dec 2022 Target Servicing Limited UpheldMortgagesDRN-3844227 The complaint Mr K and Miss M complain that Target Servicing Limited (“Target”) wouldn’t allow them to redeem their help to buy loan, which caused them delays. What happened Mr K and Miss M bought a flat in August 2015 with the assistance of the help to buy scheme. The help to ... (12 pages)View decision -
Decision Reference DRN-3836805
6 Dec 2022 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-3836805 The complaint Mr H complains about Liverpool Victoria Insurance Company Limited’s handling of a claim made under his home insurance policy. What happened Mr H has a home insurance policy underwritten by Liverpool Victoria (LV) which covers his property and its contents. He made... (4 pages)View decision -
Decision Reference DRN-3844036
6 Dec 2022 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3844036 The complaint Miss H complains that a sofa she bought from a retailer, S, was not of satisfactory quality. Because she paid for the sofa with credit provided by Creation Consumer Finance Ltd under arrangements with S, she wants Creation to provide a refund. What happened In Nov... (2 pages)View decision -
Decision Reference DRN-3826066
6 Dec 2022 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-3826066 The complaint Mr C is complaining Sainsbury's Bank Plc hasn’t refunded payments he made on his credit card for some doors and windows. He brings the claim under Section 75 of the Consumer Credit Act 1974 (Section 75). What happened The facts of this complaint are well know... (6 pages)View decision -
Decision Reference DRN-3843606
6 Dec 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3843606 The complaint Mrs S complains that Lloyds Bank plc disclosed private and confidential information about her bank account which caused her considerable distress. What happened I issued my provisional decision on this complaint on 19 October 2022. This is what I said: What happen... (3 pages)View decision -
Decision Reference DRN-3836464
6 Dec 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3836464 The complaint Mr G is unhappy with Bank of Scotland plc, trading as Halifax and their handling of his Halifax credit card. What happened I issued my provisional decision to both parties. The background to the complaint and my provisional findings below are taken from my provisi... (6 pages)View decision -
Decision Reference DRN-3795757
6 Dec 2022 Morses Club PLC UpheldConsumer CreditDRN-3795757 The complaint Ms J, through her representative, complains that Morses Club PLC lent to her irresponsibly What happened Using information from Morses, here is a brief loan table of the seven approved for Ms J. Loan Start date Capital Amount Term in weeks Repayment amount Repaid ... (4 pages)View decision
