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 125400 results
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Decision Reference DRN-4693851
17 May 2024 Mulsanne Insurance Company Limited UpheldInsuranceDRN-4693851 The complaint Mr T complains that Mulsanne Insurance Company Limited unfairly declined his motor insurance claim after his car was damaged by fire. What happened Mr T held a motor insurance policy, underwritten by Mulsanne. While Mr T was abroad, his car was in the care of a re... (4 pages)View decision -
Decision Reference DRN-4513902
17 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4513902 The complaint Mr T complains that Monzo Bank Ltd (Monzo) is refusing to refund him the amount he lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, Mr T was contacted ... (3 pages)View decision -
Decision Reference DRN-4800471
17 May 2024 American Express Services Europe Limited UpheldBanking and PaymentsDRN-4800471 The complaint Miss B complains that American Express Services Europe Limited (AESEL) mis-handled her credit card account, and unfairly closed it, after she fell into financial difficulty. What happened Unfortunately, Miss B fell into financial difficulty and her account went in... (4 pages)View decision -
Decision Reference DRN-4803710
17 May 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4803710 Complaint Mrs G is unhappy that Santander UK Plc didn’t reimburse her after she informed it she’d fallen victim to a scam. Background This complaint concerns losses from Mrs G’s account. However, the underlying dispute also involved her husband, Mr G and so, where necessary, I’... (4 pages)View decision -
Decision Reference DRN-4786480
17 May 2024 Hargreaves Lansdown Asset Management Limited UpheldInvestmentsDRN-4786480 The complaint Mr M complains that Hargreaves Lansdown Asset Management Limited trading as Hargreaves Lansdown (Hargreaves) allowed him to purchase ineligible stock into his Stocks and Shares Individual Savings Account (ISA) but wouldn’t then reimburse his fees for purchasing th... (7 pages)View decision -
Decision Reference DRN-4796236
17 May 2024 Tandem Personal Loans Ltd UpheldConsumer CreditDRN-4796236 The complaint Mrs O says Tandem Personal Loans Ltd, trading as Oplo, irresponsibly lent to her. What happened Mrs O took out a loan over 72 months for £15,000 from Oplo on 3 March 2022. The monthly repayments were £383.16 and the total repayable was £27,587.96. Mrs O says she a... (3 pages)View decision -
Decision Reference DRN-4803519
17 May 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4803519 The complaint Mrs K has complained that NewDay Ltd, trading as Aqua (“NewDay”), irresponsibly granted her a credit card account, which she couldn’t afford to repay. What happened Mrs K took out a credit card with NewDay in July 2019, with a credit limit of £1,200. Mrs K said sh... (3 pages)View decision -
Decision Reference DRN-4572010
17 May 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4572010 The complaint P, a limited company, complains that HSBC UK Bank Plc unreasonably blocked and then returned a payment into the account. They’d like the funds returned to them, and to be compensated for the inconvenience. What happened P is represented by its director, Mr C. In N... (3 pages)View decision -
Decision Reference DRN-4801004
17 May 2024 Rookery Mortgage Consultants UpheldMortgagesDRN-4801004 The complaint 1. Mr and Mrs J are unhappy with the mortgage advice they received from Rookery Mortgage Consultants in May/ June 2020. They’ve said Rookery’s failings caused them to incur an early repayment charge (ERC) when they moved home. What happened Background to the compl... (9 pages)View decision -
Decision Reference DRN-4792287
17 May 2024 Makesure Insurance Services Ltd UpheldInsuranceDRN-4792287 The complaint Mr and Mrs H have complained that Makesure Insurance Services Ltd (‘Makesure’) provided incorrect information to them about their travel policy. All reference to Makesure includes any agents acting on its behalf. What happened Mr and Mrs H bought an annual multi t... (2 pages)View decision
