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 364862 results
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Decision Reference DRN-5240245
23 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5240245 The complaint Mr W is unhappy that HSBC UK Bank Plc allowed him to spend a large sum of money in a short space of time on gambling websites. What happened In September 2024, Mr W received a large sum of money into his HSBC bank account. Shortly afterwards, Mr W made a large ... (3 pages)View decision -
Decision Reference DRN-5266949
23 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5266949 The complaint Miss K complains that Monzo Bank Ltd hasn’t reimbursed her under the Contingent Reimbursement Model (“CRM”) code for payments she made due to a romance scam. What happened Miss K met someone online I’ll call ‘Z’ and from January 2023 was persuaded to send them ... (4 pages)View decision -
Decision Reference DRN-5239742
23 Jan 2025 Covea Insurance plc UpheldInsuranceDRN-5239742 The complaint Mr B complains about Covea Insurance plc’s handling of his car insurance claim. What happened Mr B had a car insurance policy with Covea, and in June 2023, he made a claim for theft of his car. In August 2023 the car was recovered and Covea deemed it a category... (2 pages)View decision -
Decision Reference DRN-5279162
23 Jan 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5279162 The complaint Mr and Mrs L’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and ... (15 pages)View decision -
Decision Reference DRN-5200180
23 Jan 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5200180 The complaint Ms Y complains that National Westminster Bank Plc lent to her irresponsibly. What happened Ms Y had two current accounts with NatWest. Account 1 had a relatively small overdraft limit of up to £600 from November 2002. She repaid it in full and the limit was rem... (4 pages)View decision -
Decision Reference DRN-5238127
23 Jan 2025 Prepay Technologies Ltd Not upheldBanking and PaymentsDRN-5238127 The complaint Miss Q complains that Prepay Technologies Ltd (Prepay) frustrated her transactions and deducted the money from her account balance. She also complains about rude service. What happened Miss Q said she was advised by Prepay that its prepaid card could be used f... (3 pages)View decision -
Decision Reference DRN-5192198
23 Jan 2025 U K Insurance Limited Not upheldInsuranceDRN-5192198 The complaint Miss R says a recovery firm instructed by the breakdown service underwritten by U K Insurance Limited (‘UKI’) didn’t follow the Rescue Plus breakdown policy she’d bought. What happened Miss R is represented by Mr B, who was with her on 16 April 2024 when her c... (3 pages)View decision -
Decision Reference DRN-5236002
23 Jan 2025 U K Insurance Limited Not upheldInsuranceDRN-5236002 The complaint Miss M has complained about the handling by UK Insurance Limited (‘UKI’) of her motor insurance claim following an accident. For the avoidance of doubt, reference to ‘UKI’ includes reference to its agents and representative for the purposes of this decision. Re... (4 pages)View decision -
Decision Reference DRN-5147932
23 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5147932 The complaint Mr L complains that Revolut Ltd hasn’t protected him 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, Mr L has explained that in October 2023 he made... (4 pages)View decision -
Decision Reference DRN-5235508
23 Jan 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5235508 The complaint Mr and Mrs R have complained that Santander UK Plc (“Santander”) emailed them ‘out of the blue’ asking that they provide personal information and said that if they didn’t respond in time, their account may be restricted. What happened On 19 March 2024 Santander... (3 pages)View decision
