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-4947670
21 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4947670 The complaint Mr F complains Monzo Bank Ltd didn’t do enough to protect him when he fell victim to an investment scam. What happened Mr F has an account with Monzo and other businesses who I’ll refer to as “R” and “B” respectively throughout the rest of this decision. He’s b... (2 pages)View decision -
Decision Reference DRN-4900517
21 Nov 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4900517 The complaint Mr F complains Revolut Ltd didn’t do enough to protect him when he fell victim to an investment scam. What happened Mr F has an account with Revolut and other businesses who I’ll refer to as “M” and “B” respectively throughout the rest of this decision. He open... (2 pages)View decision -
Decision Reference DRN-5119261
21 Nov 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5119261 The complaint Mr W complains that Clydesdale Bank Plc trading as Virgin Money removed the giro slip facility on his statement. He says the removal should’ve been discussed with customers first. What happened Mr W is unhappy that the giro slip facility is no longer included w... (3 pages)View decision -
Decision Reference DRN-4722755
21 Nov 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4722755 The complaint Mr L is unhappy HSBC UK Bank Plc (“HSBC”), won’t refund the outstanding money he lost after falling victim to an authorised push payment (“APP”) recovery scam whereby he sent money to an account held at HSBC. What happened The details and facts of this case ar... (5 pages)View decision -
Decision Reference DRN-5125523
21 Nov 2024 Everyday Lending Limited UpheldConsumer CreditDRN-5125523 Complaint Mr S has complained about personal loans Everyday Lending Limited (trading as “Everyday Loans”) provided to him. He says the loans were unaffordable and were therefore irresponsibly lent to him. Background Everyday Loans provided Mr S with an initial loan for £1,... (4 pages)View decision -
Decision Reference DRN-5158422
21 Nov 2024 AXA Insurance UK Plc UpheldInsuranceDRN-5158422 The complaint Miss H complained about AXA Insurance UK Plc’s handling of her car insurance claim. What happened AXA has been represented on the claim by its agents. For simplicity, at points, I’ve referred to the actions of AXA’s agents as being its own. Miss H had a car ins... (4 pages)View decision -
Decision Reference DRN-5161106
20 Nov 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5161106 The complaint Ms M has complained that NewDay Ltd, trading as Aqua (“NewDay”), irresponsibly granted her a credit card account, and subsequently increased the credit limit, which she couldn’t afford to repay. What happened Ms M took out a credit card with NewDay on 13 April... (4 pages)View decision -
Decision Reference DRN-4954150
20 Nov 2024 U K Insurance Limited UpheldInsuranceDRN-4954150 The complaint Mr C complains about the way U K Insurance Limited trading as Direct Line handled a claim under his landlord insurance policy. What happened Mr C made a claim in January 2023 following an escape of water at his rental property. Direct Line accepted the claim an... (3 pages)View decision -
Decision Reference DRN-5077072
20 Nov 2024 Lowell Portfolio I Ltd Not upheldConsumer CreditDRN-5077072 The complaint Mr D has complained about Lowell Portfolio I Ltd taking a regularly scheduled token payment while their contact was on hold. What happened This complaint surrounds a credit card account which was taken out in 1996, defaulted in 2003, and was eventually purchase... (3 pages)View decision -
Decision Reference DRN-4985719
20 Nov 2024 Lendable Ltd Not upheldConsumer CreditDRN-4985719 The complaint Mrs W has complained that Lendable Ltd are holding her liable for a debt which was taken out as the result of a scam. What happened Mrs W responded to an online advert about investing in cryptocurrency. But the investment was not real – it was a scheme by scamm... (3 pages)View decision
