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-3414998
27 May 2022 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-3414998 The complaint Mr G is unhappy The Co-operative Bank Plc, trading as Smile (“Co-Op”), hasn’t refunded him £30,000 he lost in an authorised push payment (“APP”) cloned investment firm scam. What happened The details of this case have been clearly set out by our investigator. As s... (5 pages)View decision -
Decision Reference DRN-3408877
27 May 2022 Advanced Payment Solutions Limited UpheldBanking and PaymentsDRN-3408877 The complaint B, a limited company, complains that Advanced Payment Solutions Limited trading as Cashplus withheld an inbound payment without telling B, and also didn’t tell B it required additional information as part of its due diligence checks. B is represented by a director... (5 pages)View decision -
Decision Reference DRN-3428378
27 May 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3428378 The complaint Mr E complained because Bank of Scotland plc refused to cancel a credit card debt which he said he hadn’t incurred. Mr E wanted the debt cancelled, an apology, the debt removed from his credit history, and compensation. What happened In 2014, Mr E let out his prop... (3 pages)View decision -
Decision Reference DRN-2304547
27 May 2022 Better Retirement Group Ltd UpheldPensions and AnnuitiesDRN-2304547 The complaint Mr L complains about the advice given by Better Retirement Group Ltd (“BRG”) to transfer the benefits from his defined-benefit (“DB”) occupational pension with British Steel (“BSPS”) to a personal pension. He says the advice was unsuitable for him and believes thi... (9 pages)View decision -
Decision Reference DRN-3494409
27 May 2022 J D Williams & Company Limited UpheldConsumer CreditDRN-3494409 The complaint Mr W complains that J D Williams & Company Limited lent to him irresponsibly. He says the lending was unaffordable for him. What happened Mr W opened a catalogue shopping account with JD Williams in May 2020. Mr W says that J D Williams shouldn’t have provided... (3 pages)View decision -
Decision Reference DRN-3502349
27 May 2022 U K Insurance Limited UpheldInsuranceDRN-3502349 The complaint Mrs M complained about damage caused by U K Insurance Limited (“UKI”) during a home emergency visit and delays in providing its service under her home insurance policy. What happened Mrs M couldn’t unlock her front door to exit her house so made a claim on her pol... (4 pages)View decision -
Decision Reference DRN-3499661
27 May 2022 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-3499661 The complaint Miss O complains that AA Underwriting Insurance Company Limited were unfair in rejecting her household property insurance claim. What happened Miss O says she noticed a damp problem at her property in around June 2021. She contacted several damp specialists over t... (5 pages)View decision -
Decision Reference DRN-3468484
27 May 2022 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-3468484 The complaint Mr and Mrs C complain Liverpool Victoria Insurance Company Limited (‘LV’) voided their home insurance policy and refused to pay the claim they made. What happened I issued a provisional decision on this complaint on 22 April 2022 detailing my intention to uphold M... (8 pages)View decision -
Decision Reference DRN-3502235
27 May 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3502235 The complaint Ms W is unhappy that NewDay Ltd, trading as Aqua, provided her with new and further credit which she feels wasn’t affordable for her at those times. What happened In March 2017, Ms W applied for a NewDay administered credit account. Her application was approved, a... (5 pages)View decision -
Decision Reference DRN-3474738
27 May 2022 Morses Club PLC UpheldConsumer CreditDRN-3474738 The complaint Miss M, through a representative complains that Morses Club PLC (Morses) didn’t carry out proportionate affordability checks before it granted her loans. As a result, she was provided with lending that wasn’t affordable. What happened Miss M was advanced 8 home co... (7 pages)View decision
