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 121262 results
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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 -
Decision Reference DRN-4394394
11 Jan 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4394394 The complaint Mr B is unhappy that a car supplied to him under a hire purchase agreement with BMW Financial Services (GB) Limited was of an unsatisfactory quality. What happened On 31 March 2023, Mr B was supplied with a new car through a hire purchase agreement with BMW. He pa... (4 pages)View decision -
Decision Reference DRN-4552064
11 Jan 2024 Stonebridge International Insurance Ltd UpheldInsuranceDRN-4552064 The complaint The estate of Mr G complains that Stonebridge International Insurance Ltd declined a claim they made on the late Mr G’s accidental death plan. What happened Mr G held an accidental death plan. Sadly, Mr G died following the obstruction of his airway by a piece of ... (4 pages)View decision -
Decision Reference DRN-4453691
11 Jan 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4453691 The complaint Mrs M has complained Clydesdale Bank plc, trading as Virgin Money, won’t refund her for transactions she didn’t make or authorise. What happened In June 2023, Mrs M was notified by Virgin Money of various transactions and asked to check whether these were fraudule... (3 pages)View decision
