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 352408 results
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Decision Reference DRN-4630637
7 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4630637 The complaint Mr H complains about Monzo Bank Ltd. He says that he has been the victim of a scam and would like Monzo to refund him the money he has lost as a result. What happened In September 2023, Mr H applied for a service via a website requesting the service of a woman. He... (2 pages)View decision -
Decision Reference DRN-4545085
7 Mar 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4545085 The complaint Mr W complains that TSB Bank plc have unreasonably declined to refund him for direct debit payments he says he didn’t make. He’d like the funds returned to him. What happened Mr W held a current account with TSB. In June 2023, he contacted them to say he’d seen a ... (2 pages)View decision -
Decision Reference DRN-4518277
7 Mar 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4518277 The complaint Mr and Mrs G say that Shawbrook Bank Limited (“Shawbrook”) didn’t act fairly or reasonably when considering its obligations under the Consumer Credit Act 1974 (“CCA”) in relation to two loans taken to pay for timeshares. What happened In June 2012, Mr and Mrs G to... (10 pages)View decision -
Decision Reference DRN-4629432
7 Mar 2024 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-4629432 The complaint Ms W is unhappy that a car supplied to her under a hire purchase agreement with Stellantis Financial Services UK Limited was of an unsatisfactory quality. What happened In September 2022, Ms W was supplied with a new car through a hire purchase agreement with Stel... (5 pages)View decision -
Decision Reference DRN-4663861
7 Mar 2024 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4663861 The complaint Mrs F complains that The Royal Bank of Scotland Plc (“RBS”) has been unable to give her any information about what happened to the funds once held in a bank account in Mr S’s name. She believes RBS should pay her the total of the paying-in slips she found. Mrs F b... (5 pages)View decision -
Decision Reference DRN-4612527
7 Mar 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-4612527 The complaint Miss M complains that Advantage Insurance Company Limited unfairly cancelled her motor insurance policy. What happened Miss M had a small hatchback car, first registered in 2013. For the year from mid-March 2023, she insured the car on a telematics policy. That re... (4 pages)View decision -
Decision Reference DRN-4645158
7 Mar 2024 Great Lakes Insurance SE UpheldInsuranceDRN-4645158 The complaint Mr R is unhappy that Great Lakes Insurance SE hasn’t fully settled a claim he made on his travel insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving reasons ... (2 pages)View decision -
Decision Reference DRN-4448088
7 Mar 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4448088 The complaint Mr O complains that American Express Services Europe Limited (AESEL) is holding him liable for payments he didn't authorise. What happened In late 2022, Mr O was on a night out. He believes his drink was spiked. He reports waking up in an unfamiliar house whe... (4 pages)View decision -
Decision Reference DRN-4636812
7 Mar 2024 Phoenix Life Limited Not upheldInvestmentsDRN-4636812 The complaint Mr and Mrs W’s complaint is about the maturity of a mortgage endowment policy they held with Phoenix Life Limited. They are unhappy with the maturity value they received in January 2023, as it was around £3,000 lower than what they were told in November 2022 about... (4 pages)View decision -
Decision Reference DRN-4211342
7 Mar 2024 Rathbones Investment Management Limited Not upheldPensions and AnnuitiesDRN-4211342 The complaint Mr H’s complaint is about the poor investment decisions made by Rathbones Investment Management Limited in managing his Self-Invested Personal Pension (SIPP) and Individual Savings Account (ISA). He is particularly concerned about decisions made about a specific i... (3 pages)View decision
