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 369228 results
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Decision Reference DRN-5011624
13 Feb 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5011624 The complaint Mr Y complins that J.P. Morgan Europe Limited (trading as Chase) has not refunded money he lost to a scam. Mr Y is represented in this complaint by a claims management company. For simplicity I will refer to Mr Y throughout this decision, even when referencing... (3 pages)View decision -
Decision Reference DRN-5285541
13 Feb 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5285541 The complaint Miss H is unhappy that Bank of Scotland plc, trading as Halifax, defaulted her credit card account. What happened In January 2024, Miss H raised a complaint with Halifax as she was unhappy that they had defaulted her credit card account and transferred the acco... (3 pages)View decision -
Decision Reference DRN-5327924
13 Feb 2025 A plan holdings Not upheldInsuranceDRN-5327924 The complaint Mr D and Mrs D have complained that A plan holdings (A Plan) mis-sold them a home insurance policy. What happened Mr D and Mrs D arranged an insurance policy through A Plan, which was an independent intermediary. A few years later, Mr D and Mrs D had a fire at... (4 pages)View decision -
Decision Reference DRN-5240692
13 Feb 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5240692 The complaint Miss E complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Miss E applied for a credit card with Aqua in September 2017. In her application, Miss E said s... (3 pages)View decision -
Decision Reference DRN-5328575
13 Feb 2025 Chubb European Group SE UpheldInsuranceDRN-5328575 The complaint Mr C complains that Chubb European Group SE declined a claim he made under his mobile phone insurance policy. Reference to Chubb includes its agents and representatives. What happened The circumstances aren’t in dispute, so I’ll summarise the background: M... (3 pages)View decision -
Decision Reference DRN-5327332
13 Feb 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5327332 The complaint A sole trader, who I will refer to as Mr P, complains that HSBC UK Bank Plc has unfairly applied a Credit Industry Fraud Avoidance System (“CIFAS”) marker against his name. What happened In 2020, Mr P applied for and received a £21,000 Bounce Back Loan (“BBL”) ... (3 pages)View decision -
Decision Reference DRN-5252756
13 Feb 2025 Moorcroft Debt Recovery Limited Not upheldConsumer CreditDRN-5252756 The complaint Mr W complains Moorcroft Debt Recovery Limited are contacting him to repay a debt he says has been settled. What happened Mr W had a loan with a company I’ll refer to as S. Mr W says he settled his loan with S, but they asked Moorcroft to contact Mr W regardin... (4 pages)View decision -
Decision Reference DRN-5137024
13 Feb 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5137024 The complaint Mr D complains about how his insurer, Admiral Insurance (Gibraltar) Limited (Admiral) valued his vehicle as a total loss following a collision. Any reference to Admiral in this decision includes their agents. This decision covers Mr D’s complaint brought to t... (5 pages)View decision -
Decision Reference DRN-4952257
13 Feb 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-4952257 The complaint Mrs W complains about the quality of a car supplied to her using a hire purchase agreement with BMW Financial Services(GB) Limited trading as ALPHERA Financial Services (“Alphera”). What happened In May 2023, Mrs W acquired a used car using a hire purchase agr... (5 pages)View decision -
Decision Reference DRN-5328439
13 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5328439 The complaint Miss F complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money she lost to an authorised push payment (‘APP’) scam. What happened The circumstances of the complaint are well-known to both parties. As a result, I don’t intend to set these out in detail he... (5 pages)View decision
