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-4533904
11 Jan 2024 Secure Trust Bank Plc UpheldConsumer CreditDRN-4533904 The complaint Miss S is complaining about Secure Trust Bank Plc trading as Moneyway. She says they were irresponsible in lending to her. What happened In March 2012, Miss S took out a hire purchase agreement with Moneyway to finance the purchase of a vehicle. She borrowed £8,81... (3 pages)View decision -
Decision Reference DRN-4275831
11 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4275831 The complaint Mrs B complains that Monzo Bank Ltd won’t refund money she lost when she fell victim to two investments scams in October 2022. Mrs B is being represented by solicitors in her complaint. What happened The detailed background to this complaint is well known to both ... (3 pages)View decision -
Decision Reference DRN-4435275
11 Jan 2024 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4435275 The complaint Ms F complains about errors and poor service from Tesco Personal Finance PLC trading as Tesco Bank when amending the payment due date of her credit card. What happened Ms F opened a credit card with Tesco Bank in August 2022 and the payment date was set to the 30... (2 pages)View decision -
Decision Reference DRN-4496371
11 Jan 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4496371 The complaint Mr D is unhappy with the amount of time HSBC UK Bank Plc’s took to send him statements from his currency bank account. What happened Mr D needed to get bank statements for a mortgage advisor. So, Mr D got in contact with HSBC. Mr D said he was initially given the ... (3 pages)View decision -
Decision Reference DRN-4548257
11 Jan 2024 Vauxhall Finance plc UpheldConsumer CreditDRN-4548257 The complaint Mr S has complained to us about the administration of a conditional sale agreement by Vauxhall Finance plc (“Vauxhall”). What happened In March 2022 Mr S acquired a used car over 60 months with the agreement provided by Vauxhall. The monthly payments were £306.98.... (3 pages)View decision -
Decision Reference DRN-4541404
11 Jan 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4541404 The complaint Mrs C complains that Advantage Insurance Company Limited mishandled a claim on her motor insurance policy. What happened The subject matter of the claim and the complaint is a saloon car, made by a premium-brand car maker and first registered in March 2011. It has... (5 pages)View decision -
Decision Reference DRN-4459761
11 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4459761 The complaint Ms J complains Monzo Bank Ltd didn’t do enough to protect her when she was the victim of an investment scam. What happened Ms J opened a current account with Monzo in 2018. Ms J says she didn’t use the account frequently between 2018 and 2022, and when she did the... (6 pages)View decision -
Decision Reference DRN-4517287
11 Jan 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4517287 The complaint Mr G and Ms I complain AXA Insurance Plc’s proposed settlement of their contents claim is too low. Mr G and Ms I are both policyholders. Both have referred their complaint to this service. But Mr G has been the main correspondent. So for ease of reading I’ve gener... (2 pages)View decision -
Decision Reference DRN-4550217
11 Jan 2024 Unum Ltd UpheldInsuranceDRN-4550217 The complaint Ms R complains about Unum Ltd’s decision to turn down her income protection claim. What happened Ms R is covered under her employer’s income protection policy. The aim of the policy is to pay benefit if she can’t work in her occupation due to illness or injury aft... (4 pages)View decision -
Decision Reference DRN-4516750
11 Jan 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4516750 The complaint Mr M complains that National Westminster Bank Plc (NatWest) made mistakes with the process of switching his account from another financial business causing inconvenience. What happened In March 2023 Mr M visited a local branch and spoke to the branch staff about s... (3 pages)View decision
