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 118878 results
-
Decision Reference DRN-3358680
31 Mar 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3358680 The complaint Mr W is unhappy that Monzo Bank Ltd won’t refund the money he’s lost to a scam. What’s happened? Mr W saw a private advert for a van on a well-known online marketplace. On 29 October 2020, he says he contacted the seller via telephone and had a long conversation w... (3 pages)View decision -
Decision Reference DRN-3349779
31 Mar 2022 Ikano Bank AB (publ) UpheldConsumer CreditDRN-3349779 The complaint Mrs O has complained that Ikano Bank AB (publ) (“Ikano”) rejected her claim against it under section 75 of the Consumer Credit Act 1974 in relation to her purchase of some solar panels. Background Mrs O bought solar panels for her home in or around December 2018. ... (4 pages)View decision -
Decision Reference DRN-3386104
31 Mar 2022 Oplo HL Ltd UpheldMortgagesDRN-3386104 The complaint Mr and Mrs M complain that Oplo HL Ltd (then trading as 1st Stop Home Loans Limited) was irresponsible to lend to them. What happened Mr and Mrs M took out a loan of £10,000 with Oplo in early 2015. They told Oplo they intended to use the loan to repay mortgage ar... (6 pages)View decision -
Decision Reference DRN-3408849
31 Mar 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3408849 The complaint Miss O complains that National Westminster Bank (NatWest) made errors with her COVID-19 payment holidays. What happened Miss O had a personal loan from NatWest. On 1 March 2020, the balance was £3,563.00. Repayments were £179.42 a month. In March 2020 and then in ... (4 pages)View decision -
Decision Reference DRN-3407170
31 Mar 2022 esure Insurance Limited UpheldInsuranceDRN-3407170 The complaint Mrs V and Mr V complain about the handling of a claim under their home insurance policy by their insurer, esure Insurance Limited (esure). What happened In October 2020 Mrs V and Mr V noticed water soaking through the walls of the utility room at their property. A... (6 pages)View decision -
Decision Reference DRN-3295916
31 Mar 2022 QIC Europe Ltd UpheldInsuranceDRN-3295916 The complaint Miss D and Mr H complain that QIC Europe Ltd (QIC) declined their claim and avoided their policy following a flood at their property. What happened Miss D and Mr H took out a home insurance policy with QIC through an insurance aggregator website i... (4 pages)View decision -
Decision Reference DRN-3395999
31 Mar 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3395999 The complaint Ms F is unhappy that Monzo Bank Ltd won’t refund the money she’s lost to a fraudster. What’s happened? Ms F says she saw a private advert for a van on a well-known online marketplace. She’s used the marketplace many times in the past without any problems. She cont... (4 pages)View decision -
Decision Reference DRN-3325932
31 Mar 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3325932 The complaint Miss T is unhappy that Monzo Bank Ltd won’t refund the money she’s lost to a fraudster. What’s happened? Miss T has fallen victim to a purchase scam. On 2 January 2021, Miss T sent £240 via faster payment to buy a pair of trainers from a seller she had found on a ... (3 pages)View decision -
Decision Reference DRN-3262945
31 Mar 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3262945 The complaint Mr D is seeking to recover £50,000 from HSBC UK Bank Plc (trading as “First Direct”) after he was the victim of a scam. What happened In 2018, Mr D and his wife were looking for an investment opportunity which would ultimately provide them with an income. Mr D’s w... (4 pages)View decision -
Decision Reference DRN-3409544
31 Mar 2022 Nationwide Building Society UpheldBanking and PaymentsDRN-3409544 The complaint The estate of Mr H complains that Nationwide Building Society (“Nationwide”) has refused to refund transactions the late Mr H made (using his Nationwide Visa credit card) to a fraudulent investment company (Acervo). Ms H is the late Mr H’s daughter. She is one of... (7 pages)View decision
