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 121115 results
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Decision Reference DRN-4554584
11 Jan 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4554584 The complaint Mr A complains about Lloyds Bank PLC making a cheque scanning error which caused him a financial loss. Also, providing a poor level of service when he visited their branch and contacted them. What happened I issued my provisional decision on 11 December 2023, and ... (6 pages)View decision -
Decision Reference DRN-4540417
11 Jan 2024 Epayments Systems Ltd UpheldBanking and PaymentsDRN-4540417 The complaint Mr N complaints that Epayments Systems Ltd withheld his funds. He’d like them returned and compensation for the impact. What happened The facts which led to Mr N bringing his complaint to our service are well known to both parties, so I won’t be repeating them in ... (3 pages)View decision -
Decision Reference DRN-4542836
11 Jan 2024 Admiral Insurance Company Limited UpheldInsuranceDRN-4542836 The complaint Mr W complains that Admiral Insurance Company Limited mishandled his claim on a commercial vehicle insurance policy. What happened The subject matter of the claim and the complaint is a van, first registered in 2013. For the year from mid-May 2022, Mr W had the va... (5 pages)View decision -
Decision Reference DRN-4551839
11 Jan 2024 Motability Operations Limited UpheldConsumer CreditDRN-4551839 The complaint Mr C has complained about the quality of a vehicle he acquired under a hire agreement with Motability Operations Limited (MO). What happened The circumstances of the complaint are well known so I’m not going to go over everything again in detail. But in summary, M... (5 pages)View decision -
Decision Reference DRN-4436256
11 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4436256 The complaint Mr A complains that Monzo Bank Ltd hasn’t refunded him after he fell victim to a scam. What happened Mr A sent two faster payments – one for £80 the next for £600 – to purchase an iPhone through Facebook Marketplace. Mr A didn’t realise at the time, but he’d fall... (4 pages)View decision -
Decision Reference DRN-4533694
11 Jan 2024 Covea Insurance plc UpheldInsuranceDRN-4533694 The complaint Ms A and Mr M have complained that Covea Insurance plc (Covea) unfairly declined a claim under a buildings insurance policy. What happened Ms A and Mr M contacted Covea to make a claim for an escape of water. Covea accepted the claim and carried out works, such as... (3 pages)View decision -
Decision Reference DRN-4554209
11 Jan 2024 Inclusive Finance Limited UpheldConsumer CreditDRN-4554209 The complaint Miss B complains Inclusive Finance Limited, trading as Creditspring, lent to her irresponsibly. What happened Miss B entered into four credit agreements with Creditspring. They worked on a membership basis, so each month Miss B paid a fee which gave her access to ... (4 pages)View decision -
Decision Reference DRN-4553388
11 Jan 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4553388 The complaint G, a firm, complains that HSBC UK Bank Plc delayed in returning a payment to it and then returned a lower amount than expected. What happened G made a payment to an account overseas on 18 November 2022. The payment equated to £153,920.80, using the applicable exch... (2 pages)View decision -
Decision Reference DRN-4540610
11 Jan 2024 Inclusive Finance Limited UpheldConsumer CreditDRN-4540610 The complaint Miss B complains Inclusive Finance Limited, trading as Creditspring, lent to her irresponsibly. What happened Miss B entered into four credit agreements with Creditspring. They worked on a membership basis, so each month Miss B paid a fee which gave her access to ... (4 pages)View decision -
Decision Reference DRN-4553239
11 Jan 2024 Amtrust Europe Limited UpheldInsuranceDRN-4553239 The complaint Ms G and Mr G complain About Amtrust Europe Limited (Amtrust), who declined their claim under their gadget insurance policy. What happened Ms G and Mr G held a gadget insurance policy with Amtrust. Their laptop became damaged, and they made a claim. The claim was ... (3 pages)View decision
