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 120936 results
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Decision Reference DRN-4803716
5 Jun 2024 esure Insurance Limited UpheldInsuranceDRN-4803716 The complaint Miss M complains that esure Insurance Limited mishandled her motor insurance policy. What happened In September 2022, Miss M had a car with a cherished number plate. For the year from early September 2022, Miss M had the car insured on a policy with esure. The cos... (3 pages)View decision -
Decision Reference DRN-4591977
5 Jun 2024 AutoMoney Limited UpheldConsumer CreditDRN-4591977 The complaint Mr S is unhappy that a car supplied to him under a hire purchase agreement with AutoMoney Limited trading as AutoMoney Motor Finance (‘AMF’) was of an unsatisfactory quality. What happened In June 2023, Mr S was supplied with a used car through a hire purchase agr... (4 pages)View decision -
Decision Reference DRN-4659304
5 Jun 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4659304 The complaint Mr L complains about the price charged by Royal & Sun Alliance Insurance Limited (“RSA”) to renew his home insurance policy. What happened Mr L decided to renew his 2022-2023 policy with RSA. Over the course of the policy year, RSA issued several amended renew... (4 pages)View decision -
Decision Reference DRN-4761318
5 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4761318 The complaint Miss S complains that Monzo Bank Ltd lent irresponsibly when it approved her overdraft application. What happened In August 2019 Miss S applied for a bank account and associated overdraft with Monzo. An income of £1,737 after tax was used and Monzo says it applie... (3 pages)View decision -
Decision Reference DRN-4810595
5 Jun 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4810595 The complaint A, a small business owned by Mr T, complained because Lloyds bank PLC refused to refund a cash machine withdrawal, where he said the machine didn’t dispense his money. What happened On 20 April 2023, Mr T was abroad. He wanted to withdraw money from his Lloyds bus... (3 pages)View decision -
Decision Reference DRN-4784739
5 Jun 2024 MBNA Limited UpheldBanking and PaymentsDRN-4784739 The complaint Mrs F is complaining about MBNA Limited because she says it lent irresponsibly when providing her a credit card she couldn’t afford. What happened In June 2018, following her application, MBNA gave Mrs F a credit card with a limit of £6,300. In February 2020, it i... (5 pages)View decision -
Decision Reference DRN-4785247
5 Jun 2024 Zopa Bank Limited UpheldConsumer CreditDRN-4785247 The complaint Miss M complains that Zopa Bank Limited lent irresponsibly when it approved a loan for £12,000. What happened In February 2022 Miss M applied for a £12,000 loan with Zopa. Zopa says the application was made for debt consolidation purposes. In her application, Miss... (3 pages)View decision -
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
