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 355536 results
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Decision Reference DRN-4676671
30 Aug 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4676671 The complaint Mrs A has complained about the actions of Monzo Bank Ltd (Monzo) after she was the victim of an authorised push payment (APP) job scam. What happened In October 2023, Mrs A signed up to an online job opportunity which involved submitting reviews for hotels. Mr... (4 pages)View decision -
Decision Reference DRN-4602498
30 Aug 2024 Startline Motor Finance Limited Not upheldConsumer CreditDRN-4602498 The complaint Mr K complains about the balance that was outstanding after Startline Motor Finance Limited terminated his hire purchase agreement. What happened In July 2022 Mr K entered into a regulated hire purchase agreement with Startline in respect of a used car. The car... (2 pages)View decision -
Decision Reference DRN-4750366
30 Aug 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4750366 Complaint Miss E is unhappy that Santander UK Plc didn’t reimburse her after she fell victim to a scam. Background In September 2023, Miss E fell victim to an investment scam. A fraudster hacked a social media profile belonging to Miss E’s friend. They then posted informatio... (3 pages)View decision -
Decision Reference DRN-4723595
30 Aug 2024 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-4723595 The complaint Mr C complains about the charges Mercedes-Benz Financial Services UK Limited (“MBFS”) applied when he returned a car after his hire purchase agreement concluded. What happened Mr C entered into a hire agreement with MBFS in May 2020. The agreement ended in Nov... (4 pages)View decision -
Decision Reference DRN-4994362
30 Aug 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4994362 The complaint Mr G is a sole trader. He complains that Lloyds Bank Plc treated him unfairly when he asked for assistance during a period of financial difficulty. What happened Mr G held a loan account with Lloyds. Mr G told us: In October 2023, he agreed to a three-mont... (4 pages)View decision -
Decision Reference DRN-4911302
30 Aug 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4911302 The complaint Mr B complains that Monzo Bank Ltd won’t refund the money he lost when he was the victim of a scam. What happened In June 2023, Mr B received a text message from someone who said they worked for a recruitment agency and asked if they could pass him on to a rep... (3 pages)View decision -
Decision Reference DRN-4994786
30 Aug 2024 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4994786 The complaint Mr O complains that Tesco Personal Finance PLC won’t make a partial refund for a package holiday cruise which didn’t go to one of the ports he booked it for. What happened Between June and August 2022 Mr O used his Tesco credit card to pay for a... (6 pages)View decision -
Decision Reference DRN-4911320
30 Aug 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4911320 The complaint Mr B complains that Revolut Ltd won’t refund the money he lost when he was the victim of a scam. What happened In June 2023, Mr B received a text message from someone who said they worked for a recruitment agency and asked if they could pass him on to a repres... (4 pages)View decision -
Decision Reference DRN-4650232
30 Aug 2024 Well Dunn Limited UpheldInsuranceDRN-4650232 The complaint A company, which I’ll refer to as B, complains that Well Dunn Limited trading as Well Dunn Insurance Revolution Services (Well Dunn) delayed adding its vehicle onto its motor fleet insurance policy. What happened The detailed background to this complaint is wel... (3 pages)View decision -
Decision Reference DRN-4343975
30 Aug 2024 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-4343975 The complaint Miss R has complained that Sainsbury's Bank Plc has unfairly refused to refund her for concert tickets she bought using her credit card. What happened Miss R paid £1,134.75 to Ticketmaster, for concert tickets - specifically, ‘Mercury Lounge Experience’ ti... (2 pages)View decision
