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-5117574
18 Nov 2024 Black Horse Limited Not upheldConsumer CreditDRN-5117574 Complaint Mr H complains that Black Horse Limited (“Black Horse”) unfairly entered into a hire- purchase agreement with him. In essence, he’s said that he was never able to make the payments to this agreement and so he shouldn’t have been lent to. Background In July 2015, B... (7 pages)View decision -
Decision Reference DRN-5119779
18 Nov 2024 Everyday Lending Limited Not upheldConsumer CreditDRN-5119779 The complaint Mrs W says Everyday Lending Limited (ELL) incorrectly told her the APR on her loan would drop after six months. What happened In November 2023 Mrs W applied for a loan via a broker that advertised a 49.9% APR. She was then invited to visit an ELL branch to prog... (3 pages)View decision -
Decision Reference DRN-4949831
18 Nov 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4949831 The complaint Miss A complains that Revolut Ltd hasn’t refunded payments made from her account when she fell victim to a safe account scam. What happened Miss A received a phone call saying her bank account was at risk. She was advised to open a new account with Revolut and ... (3 pages)View decision -
Decision Reference DRN-5098651
18 Nov 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5098651 The complaint Miss H has complained about how Admiral Insurance (Gibraltar) Limited (‘Admiral’) dealt with a claim under a home insurance policy. References to Admiral include companies acting on its behalf. What happened Miss H contacted Admiral to make a claim when her g... (3 pages)View decision -
Decision Reference DRN-4969999
18 Nov 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4969999 The complaint Mrs O complains HSBC UK Bank Plc (“HSBC”) failed to transfer her funds to a nominated account after she explained she couldn’t deposit the cheque it had issued to her previously. So Mrs O says HSBC caused undue delay. Mrs O says HSBC’s failings have caused her ... (2 pages)View decision -
Decision Reference DRN-5062604
18 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5062604 The complaint Mr S complains that Monzo Bank Ltd hasn’t refunded the money he lost when he fell victim to a scam. What happened In July 2023 Mr S noticed an item had been added to his basket on a shopping website. Mr S says he looked for a contact number for the shopping si... (4 pages)View decision -
Decision Reference DRN-5153729
18 Nov 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-5153729 The complaint Mr G complains about an overdraft account he took out with TSB Bank plc. What happened Mr G complains that TSB applied interest and charges to his overdraft account after he let it know he was in financial difficulty. TSB provided Mr G with a refund of all int... (3 pages)View decision -
Decision Reference DRN-5108815
18 Nov 2024 TSB Bank plc UpheldBanking and PaymentsDRN-5108815 The complaint Mr L complains TSB Bank plc (“TSB”) applied a default against him for his overdraft. And that it failed to support him in making a payment arrangement for the debt after it had decided to close his account and demanded full payment. Mr L says TSB’s actions caus... (7 pages)View decision -
Decision Reference DRN-4833529
18 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4833529 The complaint Mr S complains that Monzo Bank Ltd (Monzo) won’t refund him money he lost in a fake job scam. Mr S is represented by a third party, but for ease of reading, I’ll refer only to him. What happened The facts of this complaint are well known to both parties, so I... (3 pages)View decision -
Decision Reference DRN-5152994
18 Nov 2024 National Westminster Bank Plc UpheldConsumer CreditDRN-5152994 The complaint Mr N is unhappy with the service he’s received from National Westminster Bank Plc, trading as Ulster Bank, surrounding the defaulting of his account. What happened Mr N held a personal loan with Ulster Bank (“UB”) which fell into arrears. On 11 February, UB se... (4 pages)View decision
