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 351935 results
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Decision Reference DRN-4613895
14 Nov 2024 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-4613895 The complaint Miss O complains that Specialist Motor Finance Limited (“SMFL”) has caused her credit rating to worsen when it incorrectly applied missed payment markers to her file. She wants the entries removing and would like to be compensated for the distress it’s caused. ... (5 pages)View decision -
Decision Reference DRN-5106459
14 Nov 2024 First Central Underwriting Limited UpheldInsuranceDRN-5106459 The complaint Miss B has complained that First Central Underwriting Limited avoided (treated it as if it never existed) her motor insurance policy and refused to pay her claim. What happened Miss B took out a motor insurance policy with First Central through an online price... (4 pages)View decision -
Decision Reference DRN-5076581
14 Nov 2024 Aviva Life & Pensions UK Limited UpheldInsuranceDRN-5076581 The complaint Mrs H has complained that Aviva Life & Pensions UK Limited declined a claim made under her employer’s group critical illness policy. What happened Mrs H had a routine breast mammogram on 1 December 2023. On 1 January 2024, Mrs H joined her employer’s group ... (3 pages)View decision -
Decision Reference DRN-5040185
14 Nov 2024 Co-op Funeral Plans Limited UpheldFuneral Planning ServicesDRN-5040185 The complaint Miss P’s complained – on behalf of her late father, Mr P’s estate – that Co-op Funeral Plans Limited didn’t provide the services included in Mr P’s pre-paid funeral plan to a satisfactory standard. What happened Mr and Mrs P each bought a pre-paid funeral plan ... (2 pages)View decision -
Decision Reference DRN-4917251
14 Nov 2024 AXIS Specialty Europe SE UpheldInsuranceDRN-4917251 The complaint Mrs M complains about how AXIS Specialty Europe SE (‘AXIS’) handled a claim made under a commercial (holiday home) buildings insurance policy. AXIS are the underwriters (insurers) of this policy. A large part of this complaint relates to the actions of agents a... (4 pages)View decision -
Decision Reference DRN-5011348
14 Nov 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5011348 The complaint Miss W has complained Bank of Scotland plc, trading as Halifax, won’t refund her for disputed debit card transactions she didn’t make. What happened In the early part of 2024, Miss W spent a few months overseas. When she got back to the UK, she noticed more tha... (3 pages)View decision -
Decision Reference DRN-5080265
14 Nov 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5080265 The complaint Mr W is unhappy with the service he’s received from Clydesdale Bank Plc, trading as Virgin Money, surrounding requests he made to update his address. What happened Mr W noticed his address was showing incorrectly on Virgin’s online banking platform. For the pur... (2 pages)View decision -
Decision Reference DRN-5052491
14 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5052491 The complaint Miss A has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened Miss A had held an account with Monzo since October 2021. In 2024 Miss A was told by Monzo that they were closing her account. T... (2 pages)View decision -
Decision Reference DRN-5073748
14 Nov 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-5073748 The complaint Mr A is unhappy that TSB Bank plc won’t pay him the balance of an account shown in a rediscovered passbook. What happened Mr A recently came across an old passbook for an account he held with Lloyds TSB. The last transaction recorded in the passbook is dated 2... (3 pages)View decision -
Decision Reference DRN-5073739
14 Nov 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5073739 The complaint Mr A is unhappy that Lloyds Bank PLC won’t pay him the balance of an account shown in a rediscovered passbook. What happened Mr A recently came across an old passbook for an account he held with Lloyds TSB. The last transaction recorded in the passbook is date... (3 pages)View decision
