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-4962828
14 Aug 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4962828 The complaint Mr H complains that Monzo Bank Ltd did not close his account when he asked them to, and they provided him with poor customer service. What happened Mr H says he sent Monzo a letter on 7 October 2023 to ask them to close his account, and correct errors they made... (3 pages)View decision -
Decision Reference DRN-4964607
14 Aug 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4964607 The complaint Mrs S is unhappy that Bank of Scotland plc (“BOS”) didn’t process two cheques that she submitted, and with the service she received from BOS surrounding this. What happened Mrs S tried to pay £23,000 by cheque to make a large purchase, but BOS rejected the che... (3 pages)View decision -
Decision Reference DRN-4960310
14 Aug 2024 Yorkshire Bank Home Loans Limited UpheldMortgagesDRN-4960310 The complaint Mr T complains that Yorkshire Bank Home Loans Limited (“YBHL”) failed to remove the charge over his investment property, when he paid off the mortgage in full. Mr T said this was discovered as part of a sale, and the sale was delayed while the charge was remove... (4 pages)View decision -
Decision Reference DRN-4842602
14 Aug 2024 Madison CF UK Limited Not upheldBanking and PaymentsDRN-4842602 The complaint Mr B complains that Madison CF UK Limited trading as 118 118 Money increased the interest rate on his credit card. What happened Mr B applied for a credit card with 118 118 Money. His application was approved and he was given a card with an initial credit limit... (2 pages)View decision -
Decision Reference DRN-4823985
14 Aug 2024 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-4823985 Complaint Mr K has complained about the quality of a car that BMW Financial Services (GB) Limited (“BMW FS”) supplied to him through a hire-purchase agreement. Background In August 2023, BMW FS provided Mr K with finance for a used car. The car was just under four years old... (5 pages)View decision -
Decision Reference DRN-4964602
14 Aug 2024 Zopa Bank Limited UpheldConsumer CreditDRN-4964602 The complaint Mr M is unhappy with a car supplied under a hire purchase agreement provided by Zopa Bank Limited. What happened In January 2023 Mr M acquired a used car financed by a hire purchase agreement provided by Zopa. The car cost £11,290 and was just under nine years ... (5 pages)View decision -
Decision Reference DRN-4934421
14 Aug 2024 Quidie Limited Not upheldConsumer CreditDRN-4934421 The complaint Ms F complains that Quidie Limited trading as Fernovo online lending (Fernovo) lent to her irresponsibly. What happened Ms F took two loans with Quidie. This brief loan table gives a few details. Loan Approved Amount Repayments Total to pay Repaid 1 7 October 2... (3 pages)View decision -
Decision Reference DRN-4885139
14 Aug 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4885139 The complaint Ms S complains about Admiral Insurance (Gibraltar) Limited (“AIL”) and the way they handled the claim she made on her motor insurance policy. What happened The claim and complaint circumstances are well known to both parties. So, I don’t intend to list them chr... (4 pages)View decision -
Decision Reference DRN-4922776
14 Aug 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4922776 The complaint Mrs C complains about AXA Insurance UK Plc (“AXA”) and their decision to settle a claim made against her motor insurance policy by a third party. Mrs C also complains about AXA’s failure to notify her of the potential claim in a reasonable time frame. What happ... (3 pages)View decision -
Decision Reference DRN-4502475
14 Aug 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4502475 The complaint Ms D complains that Lloyds Bank PLC (‘Lloyds’) won’t refund the money she lost after falling victim to a scam. What happened In 2021, Ms D was recommended an investment by a friend. I’ll refer to the investment company as S. Ms D says her friend had invested w... (5 pages)View decision