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 344609 results
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Decision Reference DRN-4743129
15 Aug 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4743129 The complaint Miss F complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money she lost when she fell victim to a scam. What happened In early June 2023 Miss F received contact via a messaging app from someone who said they had got her number from a recruitment company.... (8 pages)View decision -
Decision Reference DRN-3988915
15 Aug 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3988915 The complaint Mr J has complained about Creation Consumer Finance Ltd’s (‘Creation’) response to a claim he made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’) and in relation to allegations of an unfair relationship taking into account Section 140.A (... (5 pages)View decision -
Decision Reference DRN-4660431
15 Aug 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4660431 The complaint Mr L complains that AXA Insurance UK Plc has avoided his landlord insurance policy and turned down a claim for fire damage. What happened Mr L held a landlord insurance policy with AXA. The policy covered a property containing multiple flats that were let to t... (3 pages)View decision -
Decision Reference DRN-4809405
15 Aug 2024 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-4809405 The complaint Mr P complains about the charges Santander Consumer (UK) Plc, trading as Volvo Car Contract Hire, applied when he returned a car after his hire agreement ended. What happened Mr P entered into a hire agreement in January 2020. The agreement ended in January 20... (4 pages)View decision -
Decision Reference DRN-4841852
15 Aug 2024 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-4841852 The complaint Mrs K’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (“BPF”) acted unfairly and unreasonably by (1) participating in an unfair credit relationship with her under Section 140A of the Consumer Credit Act... (5 pages)View decision -
Decision Reference DRN-4858892
15 Aug 2024 ReAssure Limited Not upheldInvestmentsDRN-4858892 The complaint Mr S complains that ReAssure Limited haven’t been able to locate or pay out on his endowment plan. What happened In 1982 Mr S took out a 25 year endowment plan with a different product provider. In 2023 Mr S asked that the plan be paid out, but the previous pro... (2 pages)View decision -
Decision Reference DRN-4910221
15 Aug 2024 Zurich Insurance Company Ltd Not upheldInsuranceDRN-4910221 The complaint P, a limited company, complains about what Zurich Insurance Company Ltd did after it made a claim on its Commercial Combined policy. P is represented by one of its directors, Mr M. What happened In December 2022 P claimed on its policy following a break in at i... (3 pages)View decision -
Decision Reference DRN-4969129
15 Aug 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4969129 The complaint Mr U complains that Revolut Ltd (‘Revolut’) closed his account and didn’t give him a reason why. He wants an apology and an explanation. What happened I issued a provisional decision on this complaint last month where I said that I wasn’t considering upholding... (6 pages)View decision -
Decision Reference DRN-4526519
15 Aug 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4526519 The complaint Mr B’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance (the ‘Lender’) acted unfairly and unreasonably by deciding against paying claims under Section 75 of the Consumer Credit Act 1974 (the ‘CCA’). What happened M... (4 pages)View decision -
Decision Reference DRN-4962052
15 Aug 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4962052 The complaint Miss S via a representative complains that Wise Payments Limited (“Wise”) won’t refund the money she lost to a fake job scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief, Miss S f... (5 pages)View decision