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 342371 results
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Decision Reference DRN-4826204
10 Jul 2024 Pinnacle Insurance Plc Not upheldInsuranceDRN-4826204 The complaint Miss Y has complained about the amount by which Pinnacle Insurance Plc (Pinnacle) has increased the insurance premium for her pet cat. What happened Miss Y bought her pet cat, who I’ll refer to as “D”, in February 2013 when she was a three- month-old kitten. Miss... (3 pages)View decision -
Decision Reference DRN-4536783
10 Jul 2024 Capital One (Europe) plc UpheldBanking and PaymentsDRN-4536783 The complaint Miss D complains that Capital One (Europe) plc (“Capital One”) treated her unfairly when she approached it for assistance in obtaining a refund for a hotel booking she’d paid for with her credit card. What happened Miss D used her Capital One credit card to make a... (5 pages)View decision -
Decision Reference DRN-4863613
10 Jul 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4863613 The complaint Ms M complains about the quality of a car she has been financing through an agreement with BMW Financial Services (GB) Limited, trading as Alphera Financial Services (“BMWFS”). What happened Ms M took receipt of a used car in August 2021. The car had, at that time... (4 pages)View decision -
Decision Reference DRN-4901453
10 Jul 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4901453 The complaint Mrs M complains, with the help of a representative, that Options UK Personal Pensions LLP (‘Options’ – formerly Carey Pensions) didn’t undertake sufficient due diligence before accepting her application to open a self-invested personal pension (‘SIPP’) and her ins... (29 pages)View decision -
Decision Reference DRN-4800306
10 Jul 2024 Tandem Motor Finance Limited UpheldConsumer CreditDRN-4800306 The complaint Mr W, who is represented by a third party, complains that Tandem Motor Finance Limited (“Tandem”), irresponsibly granted him a hire purchase agreement he couldn’t afford to repay. What happened In January 2018, Mr W acquired a used car financed by a hire purchase ... (3 pages)View decision -
Decision Reference DRN-4901128
10 Jul 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4901128 The complaint M, a partnership, complains that Lloyds Bank PLC set up a business loan incorrectly. The complaint has been brought to us by M’s partners, who I’ll refer to as Mr and Mrs P. What happened In 2017 M took out a loan with Lloyds. The loan was for more than £1m and wa... (3 pages)View decision -
Decision Reference DRN-4849361
10 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4849361 The complaint Mr P is unhappy that Monzo Bank Ltd loaded an adverse fraud marker against his name unfairly. What happened As the circumstances of this complaint are well-known to both parties, I’ve summarised them briefly below. Mr P held an account with Monzo. In November of 2... (3 pages)View decision -
Decision Reference DRN-4901281
10 Jul 2024 Starling Bank Limited UpheldBanking and PaymentsDRN-4901281 The complaint Mr C complains that Starling Bank Limited (Starling) is refusing to refund him the amount he lost as the result of a scam. Mr C is being represented by a third party. To keep things simple, I will refer to Mr C throughout my decision. What happened Mr C was lookin... (5 pages)View decision -
Decision Reference DRN-4671238
10 Jul 2024 MotoNovo Finance Limited Not upheldConsumer CreditDRN-4671238 The complaint Mrs L complains that MotoNovo Finance Limited (MotoNovo) failed to complete adequate checks prior to approving a Hire Purchase agreement for her. She says had they done, the finance would’ve been declined. What happened In October 2019, Mrs L acquired a used car f... (4 pages)View decision -
Decision Reference DRN-4871460
10 Jul 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4871460 The complaint Mr F complains that Nationwide Building Society recorded a default marker on his credit file following his bankruptcy. What happened In May 2019 Mr F was made bankrupt. His debt to Nationwide was included in the bankruptcy. After the bankruptcy, his debt was defau... (2 pages)View decision