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 125299 results
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Decision Reference DRN-4682330
10 Oct 2024 Blue Motor Finance Ltd UpheldConsumer CreditDRN-4682330 The complaint Mr M complains about a car he acquired with credit provided by Blue Motor Finance Ltd. What happened In July 2022 Mr M entered into a regulated hire purchase agreement with Blue Motor Finance in relation to a used car. The car was four and a half years old, its... (3 pages)View decision -
Decision Reference DRN-4965240
10 Oct 2024 Amazon Payments UK Limited UpheldBanking and PaymentsDRN-4965240 The complaint F is a company, and this complaint is brought on its behalf by its director, whom I’ll refer to as “Mr Z”. F complains that Amazon Payments UK Limited (“APUK”) has withheld funds on its account without good reason. What happened In or around April 2019 F opened... (4 pages)View decision -
Decision Reference DRN-5075089
10 Oct 2024 Assurant General Insurance Limited UpheldInsuranceDRN-5075089 The complaint X has complained that Assurant General Insurance Limited (Assurant) has rejected his claim for a lost mobile phone. References to Assurant include its agents and claims administrators. What happened X says he lost his mobile phone at around 07:00am on 1 May 2... (3 pages)View decision -
Decision Reference DRN-5051912
10 Oct 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5051912 The complaint Mr F complains that NewDay Ltd trading as Aqua lent to him irresponsibly. What happened Mr F applied for a credit card with NewDay in February 2015, NewDay approved the application and gave Mr F a credit card with an initial credit limit of £250. The credit lim... (3 pages)View decision -
Decision Reference DRN-5070308
10 Oct 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5070308 The complaint Mrs S, a sole trader, complains that Lloyds Bank PLC is unfairly holding her personally liable for a bounce back loan (“BBL”) she took out on behalf of a business she then sold. What happened Mrs S opened a business current account with Lloyds in 2007. In 2020,... (7 pages)View decision -
Decision Reference DRN-5070199
10 Oct 2024 Creation Financial Services Limited UpheldBanking and PaymentsDRN-5070199 The complaint Mr M complains that he was unable to use the “Flex” option when making a purchase using his credit card, issued by Creation Financial Services Limited. As a result, he has had to pay interest on the purchase. What happened Mr M has a credit card, issued by Crea... (3 pages)View decision -
Decision Reference DRN-4995797
10 Oct 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4995797 The complaint Mr and Mrs D complain that Santander UK Plc won’t refund the money they lost after Mr D fell victim to a scam. What happened In May 2018, Mr D received a phone call from someone who said they worked for an investment firm – which I’ll call R – they said that M... (4 pages)View decision -
Decision Reference DRN-5069423
10 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5069423 The complaint Miss R complains that Monzo Bank Ltd has not refunded money that she lost to an investment scam. What happened Miss R was added to a chat group which appeared to be for people investing in cryptocurrency. Initially, Miss R was not interested, but some months l... (3 pages)View decision -
Decision Reference DRN-5038892
10 Oct 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5038892 The complaint Miss R complains that Santander UK Plc has not refunded money that she lost to an investment scam. What happened Miss R was added to a chat group which appeared to be for people investing in cryptocurrency. Initially, Miss R was not interested, but some months... (4 pages)View decision -
Decision Reference DRN-5074923
10 Oct 2024 Prepay Technologies Ltd UpheldBanking and PaymentsDRN-5074923 The complaint Mr M complains that Prepay Technologies Limited (PrePay) won’t refund the money he lost in an impersonation scam. Mr M is a sole trader and the account is a business account for his sole trader business. Mr M is also represented by a third-party, but for ease ... (3 pages)View decision
