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 377693 results
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Decision Reference DRN-5286489
25 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5286489 The complaint Mrs J complains that Revolut Ltd hasn’t protected her from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mrs J has explained that in December 2023 she ... (4 pages)View decision -
Decision Reference DRN-5302390
25 Feb 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5302390 The complaint Mrs S has complained that AXA Insurance UK Plc won’t settle a claim for repairs by way of a cash settlement under her car insurance policy. What happened Mrs S raised a previous complaint with AXA and brought that complaint to this service. In summary her compl... (2 pages)View decision -
Decision Reference DRN-5045342
25 Feb 2025 J D Williams & Company Limited Not upheldConsumer CreditDRN-5045342 The complaint Mr M has complained J D Williams & Company Limited, trading as Jacamo, is holding him liable for a debt for a catalogue account he didn’t take out. What happened Mr M started getting letters from a debt collection agency about an outstanding debt of over £1... (2 pages)View decision -
Decision Reference DRN-5295183
25 Feb 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5295183 The complaint Mrs F complains about Ageas Insurance Limited’s handling of car insurance claim. All references to Ageas also include its appointed agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I... (2 pages)View decision -
Decision Reference DRN-5278127
25 Feb 2025 Loans 2 Go Limited Not upheldConsumer CreditDRN-5278127 The complaint Ms D complains that Loans 2 Go Limited (L2G) acted irresponsibly when they agreed to lend to her. In bringing her complaint Ms D is represented by a third party. For ease of reading, I will only refer to Ms D in my decision. What happened In September 2021 Ms D... (3 pages)View decision -
Decision Reference DRN-5164939
25 Feb 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5164939 The complaint Mr T has complained about the quality of a car provided on finance by MotoNovo Finance Limited (MotoNovo). What happened MotoNovo supplied Mr T with a new car on a hire purchase agreement in February 2023. The cash price of the car was around £24,000 and it had... (4 pages)View decision -
Decision Reference DRN-5018661
25 Feb 2025 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-5018661 The complaint Mr M has complained about a transfer of their Scottish Equitable Plc trading as Aegon personal pension to a Greyfriars Self Invested Personal Pension (SIPP) in April 2014. Mr M says he was initially offered a free review of his pension which led to an introduct... (7 pages)View decision -
Decision Reference DRN-5286379
25 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5286379 The complaint Miss A has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened Miss A had held an account with Monzo since June 2023. In 2024 Miss A was told by Monzo that they were closing her account. This... (3 pages)View decision -
Decision Reference DRN-5274454
25 Feb 2025 Hyundai Capital UK Limited UpheldConsumer CreditDRN-5274454 The complaint Miss M complains that Hyundai Capital UK Limited trading as Hyundai Finance (HCUK) supplied her with a faulty car. What happened Miss M entered into a conditional sale agreement with HCUK in October 2023. Miss M was supplied with a new car with a cash price of... (4 pages)View decision -
Decision Reference DRN-5062519
25 Feb 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5062519 The complaint Mr C complains that Barclays Bank UK PLC trading as Barclaycard (“Barclays”) failed to properly pursue a chargeback and advised against pursuing a claim under section 75 Consumer Credit Act 1974. (“s.75”). What happened In June 2023 Mr C booked an all-inclusive... (3 pages)View decision
