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-4755917
22 Apr 2024 MotoNovo Finance Limited Not upheldConsumer CreditDRN-4755917 The complaint Mr K complains about the quality of a car he has been financing through an agreement with MotoNovo Finance Limited (who I’ll call MotoNovo). What happened I issued a provisional decision on this complaint earlier this year. An extract from that provisional decisio... (3 pages)View decision -
Decision Reference DRN-4705302
22 Apr 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4705302 The complaint Mr K complains that National Westminster Bank Plc won’t refund the money he lost after he fell victim to an Authorised Push Payment (APP) scam. What happened Mr K says family members told him about a cryptocurrency investment opportunity. And, after doing some res... (3 pages)View decision -
Decision Reference DRN-4743509
22 Apr 2024 U K Insurance Limited Not upheldInsuranceDRN-4743509 The complaint Mr S complains that U K Insurance Limited (UKI) cancelled his car insurance policy without telling him and he was then stopped by the Police for driving without insurance. What happened Mr S took out a car insurance policy with UKI on 20 September 2023 to start on... (4 pages)View decision -
Decision Reference DRN-4746321
22 Apr 2024 Astrenska Insurance Limited UpheldInsuranceDRN-4746321 The complaint Mrs C and Mr H have complained that Astrenska Insurance Limited declined a claim they made on a travel insurance policy. As it is Mrs C leading on making the complaint, I’ll mostly just refer to her in this decision. What happened In January 2023 Mrs C, Mr H and t... (2 pages)View decision -
Decision Reference DRN-4454783
22 Apr 2024 MotoNovo Finance Limited Not upheldConsumer CreditDRN-4454783 The complaint Mrs B complains about a vehicle she acquired with finance provided by MotoNovo Finance Limited. What happened In April 2022, Mrs B entered into a regulated hire purchase agreement with MotoNovo in relation to a used vehicle. The vehicle was three years old, and ha... (2 pages)View decision -
Decision Reference DRN-4755647
22 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4755647 The complaint Mr P complains Monzo Bank Ltd (“Monzo”) restricted and closed his account. And that it unfairly registered a fraud marker against him, and his overdraft debt should be written off. Mr P says this has caused him substantive distress, inconvenience, and the loss of ... (4 pages)View decision -
Decision Reference DRN-4675131
22 Apr 2024 National Savings and Investments Not upheldBanking and PaymentsDRN-4675131 The complaint Mrs G, the representative of the estate of the late Mr O, complains that National Savings and Investments (NS&I) has not identified an account in the late Mr O’s name and won’t refund the £50 investment and the accrued interest. What happened Mrs G said that t... (3 pages)View decision -
Decision Reference DRN-4740728
22 Apr 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4740728 The complaint Mrs H says Bank of Scotland plc, trading as Halifax, irresponsibly lent to her and its settlement offer does not recognise the distress she has suffered. What happened On 15 September 2020 Halifax approved an overdraft facility of £100 for Mrs H. On 4 October 2020... (2 pages)View decision -
Decision Reference DRN-4600625
22 Apr 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4600625 The complaint Mr J complains about a new car he acquired using a hire purchase agreement with BMW Financial Services (GB) Limited (BMWFS). Mr J is unhappy about the quality of the car, considers it to be dangerous and would like BMWFS to accept his rejection of the car. What ha... (4 pages)View decision -
Decision Reference DRN-4754990
22 Apr 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4754990 The complaint Mr H has complained that HSBC UK Bank Plc irresponsibly lent to him and unfairly continued applying charges to his overdraft when he was in financial difficulty. Mr H is represented by a third party but for ease of reference I have referred to Mr H throughout this... (4 pages)View decision
