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 360264 results
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Decision Reference DRN-4576828
26 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4576828 Complaint Mr S has complained that Monzo Bank Ltd (“Monzo”) irresponsibly provided him with an overdraft which it continued applying charges on even when he was in financial difficulty. Background One of our investigators looked at Mr S’ complaint and thought that Monzo hadn’t ... (4 pages)View decision -
Decision Reference DRN-4581777
26 Feb 2024 Marks & Spencer Financial Services plc UpheldConsumer CreditDRN-4581777 Complaint Mrs L has complained that Marks & Spencer Financial Services Plc (trading as “M&S Bank”) provided her with an unaffordable loan. Background M&S Bank provided Mrs L with a loan for £13,500.00 in March 2022. This loan had an APR of 7.9% and a 72-month term. ... (4 pages)View decision -
Decision Reference DRN-4334188
25 Feb 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4334188 The complaint Mrs T complains that HSBC UK Bank Plc (“HSBC”) won’t refund over £4,600 she lost to a romance scam in April 2022. The details of this complaint are well known to both parties, so I won’t repeat everything again here. Instead, I will focus on giving the reasons for... (2 pages)View decision -
Decision Reference DRN-4506755
25 Feb 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4506755 The complaint Mr T complains that Aviva Insurance Limited won’t refund an excess payment he made under his home emergency insurance policy. What happened Mr T held a home emergency insurance policy, which is provided by Aviva, that covered his property (an apartment) for issues... (4 pages)View decision -
Decision Reference DRN-4530080
25 Feb 2024 Black Horse Limited Not upheldConsumer CreditDRN-4530080 The complaint Mr H complains that the car he acquired through Black Horse Limited (“BHL”), trading as Land Rover Financial Services wasn’t of satisfactory quality. He wants to be placed in the position he would’ve been in when he bought the car in good faith. And he says he sho... (3 pages)View decision -
Decision Reference DRN-4636397
25 Feb 2024 Bank of Scotland Plc Not upheldInvestmentsDRN-4636397 The complaint The estate of X (the estate) complains about the investment advice provided to her by Bank of Scotland plc trading as Halifax. What happened In December 2005, Mrs C was advised to invest £40,000 in a Personal Investment Plan (PIP), in the Managed Income Fund. At t... (2 pages)View decision -
Decision Reference DRN-4426137
25 Feb 2024 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-4426137 The complaint Mr R has complained about the way The Prudential Assurance Company Limited handled a claim for death benefits under his late son’s group personal pension. What happened Mr R’s son, who I’ll refer to as Mr A, had a group personal pension plan with Prudential. Sadly... (4 pages)View decision -
Decision Reference DRN-4564150
25 Feb 2024 Ageas Insurance Limited Not upheldInsuranceDRN-4564150 The complaint Mrs M complains about Ageas Insurance Limited’s (Ageas) decision to partially decline her claim for accidental damage, under her home buildings insurance policy. What happened In October 2022 Mrs M contacted Ageas to make a claim when a kitchen cupboard fell off t... (3 pages)View decision -
Decision Reference DRN-4374622
25 Feb 2024 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-4374622 The complaint Mr H complains about Sainsbury's Bank Plc’s actions and service which prevented him from accessing his funds in a period of vulnerability. What happened Mr H returned from working abroad and was living with friends after discovering the family house he’d been... (4 pages)View decision -
Decision Reference DRN-4511136
25 Feb 2024 Atlanta Insurance Intermediaries Limited Not upheldInsuranceDRN-4511136 The complaint Mr M complains that Atlanta Insurance Intermediaries Limited (Atlanta) should’ve arranged a lower priced premium for his motor insurance policy. What happened Mr M arranged his motor insurance through his broker, Atlanta, between 2020 and 2023. When he received hi... (3 pages)View decision
