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 128312 results
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Decision Reference DRN-4820908
12 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4820908 The complaint Miss X complains Monzo Bank Ltd has not dealt fairly with her chargeback requests and closed her account. What happened Miss X had an account with Monzo. Miss X made chargeback claims to Monzo for five payments totalling £967 which were made from her Monzo ba... (4 pages)View decision -
Decision Reference DRN-5326765
12 Feb 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5326765 The complaint Mr S and Mrs S are unhappy with the service that Mrs S received from Barclays Bank UK PLC surrounding a high value transfer that she wanted to make. This complaint is brought to this service by both Mr S and Mrs S, as it arises from an account held in their jo... (5 pages)View decision -
Decision Reference DRN-4861351
12 Feb 2025 esure Insurance Limited UpheldInsuranceDRN-4861351 The complaint Ms K complains about esure Insurance Limited’s handling of a subsidence claim made under her buildings insurance policy. Any reference to esure includes the actions of its agents. What happened Ms K holds buildings insurance cover with esure. She made a claim... (4 pages)View decision -
Decision Reference DRN-5323280
12 Feb 2025 Pinnacle Insurance Plc UpheldInsuranceDRN-5323280 The complaint Ms J complains that Pinnacle Insurance Plc (“Pinnacle”) declined a claim she made on her pet insurance policy. What happened Ms J has a ten-year-old house cat who is a pedigree breed and doesn’t go outside. Ms J says because th... (3 pages)View decision -
Decision Reference DRN-5215770
12 Feb 2025 Takepayments Limited UpheldConsumer CreditDRN-5215770 The complaint Mrs F and Mrs D are partners in a partnership, which I’ll call C. They complain that Takepayments Limited has unfairly charged them a lost terminal fee. What happened C took out a terminal hire contract with Takepayments in late 2023. The partners complained ab... (3 pages)View decision -
Decision Reference DRN-4942900
12 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4942900 The complaint Miss A complains that Monzo Bank Ltd (“Monzo”) won’t refund the money she lost as a result of an employment scam. She’s being represented by a firm of solicitors. To keep things simple, I’ll refer to Miss A throughout this decision. What happened The backgroun... (8 pages)View decision -
Decision Reference DRN-4915580
12 Feb 2025 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4915580 The complaint Mr D has complained about a kitchen he bought, using finance from Creation Consumer Finance Ltd. He has also complained about how it has handled his account, while the dispute has been ongoing. What happened In August 2023, Mr D entered into a finance agreement... (3 pages)View decision -
Decision Reference DRN-5292559
12 Feb 2025 LeasePlan UK Limited UpheldConsumer CreditDRN-5292559 The complaint Mrs J complains about charges invoiced to her by LeasePlan UK Limited (“LeasePlan”) shortly after a car that had been on hire to her under a hire agreement (“agreement”) was returned. What happened In 2016 Mrs J was supplied with a car under an agreement with ... (3 pages)View decision -
Decision Reference DRN-4972058
12 Feb 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-4972058 The complaint Mr F is unhappy with Healthcare Finance Limited’s response to a breach of contract claim he raised with it in relation to orthodontic treatment from a third party “S”. Healthcare Finance provided funding for the treatment and Mr F made a claim under the connect... (4 pages)View decision -
Decision Reference DRN-5275992
12 Feb 2025 U K Insurance Limited UpheldInsuranceDRN-5275992 The complaint Mr B complains U K Insurance Limited trading as Direct Line (UKI) unfairly declined to settle his claim on his home insurance policy. UKI are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions of the intermediary. As ... (3 pages)View decision