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 125399 results
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Decision Reference DRN-4829991
13 Jun 2024 Mortgage Agency Services Number Five Limited UpheldMortgagesDRN-4829991 The complaint Mr H complains that Mortgage Agency Services Number Five Limited (MAS5) unfairly increased the interest rate on his mortgage, causing him financial difficulty. What happened In 2006, Mr H took out a mortgage with a firm called GMAC-RFC Limited. He borrowed around ... (8 pages)View decision -
Decision Reference DRN-4526264
13 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4526264 The complaint Mr S has complained that Monzo Bank Ltd (“Monzo”) will not refund the money he lost as the result of a scam. What happened Both parties are familiar with the details of the scam so I will provide only a summary here. Mr S discovered an investment firm online that ... (4 pages)View decision -
Decision Reference DRN-4629630
13 Jun 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4629630 The complaint Miss M complains that Santander UK Plc didn’t do enough to protect her when she fell victim to a scam and won’t refund the money she lost. What happened Miss M was introduced to a crypto investment by a friend on social media. Although, sadly, it later turned-out... (5 pages)View decision -
Decision Reference DRN-4799710
13 Jun 2024 Melton Mowbray Building Society UpheldBanking and PaymentsDRN-4799710 The complaint Mr I is unhappy with Melton Mowbray Building Society’s (Melton) handling and the delays it caused with his ISA transfer. What happened Mr I had an appointment with Melton and during the appointment he arranged to transfer his ISA to it from a bank. To start with t... (3 pages)View decision -
Decision Reference DRN-4851682
13 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4851682 The complaint Mr L complains Monzo Bank Ltd (Monzo) won’t refund the money he lost when he fell victim to a scam. What happened Around late 2022, Mr L read an article/advert on social media promoting a cryptocurrency investment platform (“X”). He registered his interest and rec... (4 pages)View decision -
Decision Reference DRN-4850839
13 Jun 2024 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-4850839 The complaint Mrs T complains Clydesdale Financial Services Limited trading as Barclays Partner Finance (“BPF”) handled a claim she brought under section 75 of the Consumer Credit Act 1974 (“CCA”) poorly. What happened The background to this complaint, and my provisional findin... (9 pages)View decision -
Decision Reference DRN-4825445
13 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4825445 The complaint Mrs R complains that Monzo Bank Ltd did not refund the £3,025 she lost to a scam. What happened Mrs R was looking to purchase an automatic car and found a suitable one on an online marketplace. After speaking with the company selling the vehicle, they agreed a tot... (3 pages)View decision -
Decision Reference DRN-4782255
13 Jun 2024 Starling Bank Limited UpheldBanking and PaymentsDRN-4782255 The complaint D, a limited company, complains that Starling Bank Limited didn’t refund money it lost when it was the victim of a scam. D is represented by Mr T (one of D’s directors) and it was Mr T who interacted with the fraudsters in this instance. What happened D was lookin... (4 pages)View decision -
Decision Reference DRN-4822901
13 Jun 2024 Acromas Insurance Company Limited UpheldInsuranceDRN-4822901 The complaint Mr S has complained about his parts and garage insurer Acromas Insurance Company Limited. He feels it delayed and handled his claim poorly, causing him losses. He is also upset that it hasn’t settled his claim. What happened Mr S had a problem with his car. He wan... (2 pages)View decision -
Decision Reference DRN-4821574
13 Jun 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4821574 The complaint Mr T complains about how Advantage Insurance Company Limited (“Advantage”) cancelled his policy following a misrepresentation under his car insurance policy. What happened Mr T had a motor insurance policy with Advantage covering his car. When he bought the policy... (4 pages)View decision
