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 125400 results
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Decision Reference DRN-4984374
24 Oct 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4984374 The complaint Miss D complains Revolut didn’t do enough to protect her when she fell victim to a job scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. In early 2023 Miss D was looking for oppo... (9 pages)View decision -
Decision Reference DRN-4953305
24 Oct 2024 Ikano Bank AB (publ) UpheldConsumer CreditDRN-4953305 The complaint Mr A complains about the way in which Ikano Bank AB handled his claim under section 75(1) of the Consumer Credit Act 1974 (“section 75”) following problems he had with a newly-built conservatory. The complaint has largely been pursued by Mr A’s wife, so where I... (4 pages)View decision -
Decision Reference DRN-5104775
24 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5104775 The complaint Mrs V complains Monzo Bank Ltd didn’t do enough to protect her when she fell victim to a job scam. What happened Mrs V has an account with Monzo. She has accounts with three other businesses too, who I’ll refer to as “H”, “W” and “R” throughout the rest of this... (3 pages)View decision -
Decision Reference DRN-4758667
24 Oct 2024 Startline Motor Finance Limited UpheldConsumer CreditDRN-4758667 The complaint Mr B has complained about the quality of a car he acquired, using finance provided by STARTLINE MOTOR FINANCE LIMITED (‘Startline’). What happened On 30 April 2023, Mr B entered into a finance agreement with Startline, for a used car. At this point, it was arou... (5 pages)View decision -
Decision Reference DRN-4439999
24 Oct 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4439999 The complaint Mr D has complained about the way Creation Consumer Finance Ltd (“Creation”) responded to claims he’d made in relation to an alleged unfair relationship taking into account section 140A (“s.140A”) of the Consumer Credit Act 1974 (the “CCA”). Mr D has been repre... (5 pages)View decision -
Decision Reference DRN-4989758
24 Oct 2024 Fairmead Insurance Limited UpheldInsuranceDRN-4989758 The complaint Mr G and Mrs G have complained about Fairmead Insurance Limited’s (Fairmead) decision to decline a claim made under their buildings insurance policy. Any references to Fairmead include their agents. What happened In September 2021, Mr G and Mrs G were having ... (3 pages)View decision -
Decision Reference DRN-5104259
24 Oct 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5104259 The complaint Mr T is unhappy that Bank of Scotland plc, trading as Halifax, restricted his account and refused to remove those restrictions until he visited branch with personal ID. What happened In July 2022, Mr T opened a new account with Halifax. He then transferred £5,... (3 pages)View decision -
Decision Reference DRN-5059450
24 Oct 2024 U K Insurance Limited UpheldInsuranceDRN-5059450 The complaint Mr M complains that UK Insurance Limited trading as Direct Line (UKI) hasn’t offered a fair settlement for the total loss of his car after a claim was made on his motor insurance policy. Mr M is also unhappy with the level of service he received by UKI during t... (3 pages)View decision -
Decision Reference DRN-5076004
24 Oct 2024 TSB Bank plc UpheldBanking and PaymentsDRN-5076004 The complaint Mr H complains that TSB Bank plc hasn’t provided him with the service it should have done given his support needs. What happened Mr H received an email from TSB stating that his account was going paperless. He contacted TSB as this wasn’t suitable for him given... (3 pages)View decision -
Decision Reference DRN-4914380
24 Oct 2024 Lendable Ltd UpheldConsumer CreditDRN-4914380 The complaint Miss M has complained that Lendable Ltd are holding her liable for a debt which was taken out as the result of a scam. What happened Miss M was contacted by scammers posing as bank staff, who said someone was taking out loans in her name. She says they told her... (3 pages)View decision
