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 120799 results
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Decision Reference DRN-4835349
5 Jun 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4835349 The complaint Mr H complains about the service he received from National Westminster Bank Plc (“NatWest”) following an initial enquiry through its online chat service. What happened Mr H holds an account with NatWest. He has a disability which means he requires support to manag... (4 pages)View decision -
Decision Reference DRN-4783644
5 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4783644 The complaint Mr K complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money he lost when he was the victim of a scam. What happened Mr K is represented in this case but for ease I’ll refer to Mr K throughout my decision. Mr K says that he was contacted on a social media a... (3 pages)View decision -
Decision Reference DRN-4745666
5 Jun 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4745666 The complaint Miss F complains that NewDay Ltd didn’t correctly adjust the repayments under her paydown plan after she made a substantial repayment towards the account. Instead, it told her the account had been suspended. Miss F wants her account reinstated and to be placed on ... (3 pages)View decision -
Decision Reference DRN-4517717
5 Jun 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4517717 The complaint Mrs S complains that Barclays Bank UK PLC blocked and closed her account and removed £963.09 without explanation. She would like her money returned, compensation and the account reopened. What happened The detailed background of this complaint is well known to bot... (3 pages)View decision -
Decision Reference DRN-4747114
5 Jun 2024 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-4747114 The complaint Mr H, who is represented by a third party, complains that Moneybarn No. 1 Limited (“Moneybarn) irresponsibly granted him a conditional sale agreement he couldn’t afford to repay. What happened In August 2019, Mr H acquired a used car financed by a conditional sale... (3 pages)View decision -
Decision Reference DRN-3939071
5 Jun 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3939071 The complaint Mrs A has complained about Creation Consumer Finance Ltd’s (‘Creation’) response to a claim she made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’) and in relation to allegations of an unfair relationship taking in to account Section 140.A (... (5 pages)View decision -
Decision Reference DRN-4831873
5 Jun 2024 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-4831873 The complaint Mrs S complains about the quality of repairs under her SMART repair policy with Fortegra Europe Insurance Company Ltd (“Fortegra”). When I mention Fortegra I also mean its suppliers. What happened Mrs S had a SMART repair cover from Fortegra that pays for repairs ... (3 pages)View decision -
Decision Reference DRN-4698784
5 Jun 2024 Blue Motor Finance Ltd UpheldConsumer CreditDRN-4698784 The complaint Mr S complains that Blue Motor Finance Ltd (BMF) irresponsibly agreed to a hire purchase agreement that he couldn’t afford to repay. What happened In December 2019 Mr S acquired a car after he entered into a hire purchase agreement with BMF. The cash price of the ... (4 pages)View decision -
Decision Reference DRN-4835957
5 Jun 2024 Ageas Insurance Limited UpheldInsuranceDRN-4835957 The complaint Mr B and Mrs A complain that repairs Ageas Insurance Limited (Ageas) previously carried out during a home insurance claim have failed. What happened Mr B and Mrs A previously had a home insurance policy with Ageas. They had an escape of water claim in 2014 and rep... (4 pages)View decision -
Decision Reference DRN-4535897
5 Jun 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4535897 The complaint Miss F complains Nationwide Building Society unfairly refused to refund her unauthorised transactions on her account. What happened In early February 2023 Miss F informed Nationwide there were multiple transactions on her account which she didn’t recognise or auth... (4 pages)View decision
