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-4770108
17 May 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4770108 The complaint Mr and Mrs T complain that Barclays Bank UK PLC won’t refund the money they lost when they were the victims of a scam. What happened Mr and Mrs T were having their property renovated and, in July 2023, they received an email which appeared to be from their project... (5 pages)View decision -
Decision Reference DRN-4800956
17 May 2024 FUND OURSELVES LIMITED UpheldConsumer CreditDRN-4800956 The complaint Mr M, through his representative, complains that FUND OURSELVES Limited trading as Fund Ourselves (“Fund Ourselves”) gave him a loan without carrying out sufficient affordability checks. Mr M’s representative also says that he is a vulnerable person and so may not... (5 pages)View decision -
Decision Reference DRN-4803316
17 May 2024 MBNA Limited UpheldBanking and PaymentsDRN-4803316 The complaint Mr B complains MBNA Limited gave him incorrect information about his credit card repayments which has led to financial hardship. What happened I issued a provisional decision setting out what’d happened, and what I thought about that. I’ve copied the relevant elem... (4 pages)View decision -
Decision Reference DRN-4748308
17 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4748308 The complaint Ms B is unhappy that Monzo Bank Ltd (“Monzo”) won’t refund her for six payments totalling £22,500 she made as a result of a romance/investment scam. What happened The circumstances that led to this complaint are well known to both parties, so I won’t repeat them i... (5 pages)View decision -
Decision Reference DRN-4777366
17 May 2024 Loans 2 Go Limited UpheldConsumer CreditDRN-4777366 Complaint Mr R has complained about personal loans Loans 2 Go Limited (“L2G”) provided to him. He says the loans were unaffordable and were therefore irresponsibly lent to him. Background L2G provided Mr R with a loan for £500 in December 2018. This loan had an APR of 990.1% an... (3 pages)View decision -
Decision Reference DRN-4624211
16 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4624211 The complaint Miss B complains that Monzo Bank Ltd won’t refund her the money she lost after she fell victim to an Authorised Push Payment (APP) scam. In bringing her complaint to this service Miss B is represented, but for ease of reading I’ll refer to Miss B throughout this d... (7 pages)View decision -
Decision Reference DRN-4713643
16 May 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4713643 The complaint Mr W has complained about his treatment by Lloyds Bank PLC when he reported being a victim of fraud. What happened In May 2023 Mr W raised his concerns about fraud on his account. He’d seen transactions he didn’t recognise that had used his debit card details. Llo... (2 pages)View decision -
Decision Reference DRN-4798974
16 May 2024 Starling Bank Limited UpheldBanking and PaymentsDRN-4798974 The complaint T, a limited company, has complained Starling Bank Limited won’t refund money for a transaction authorised in error. What happened Mr C is the director of T. I will refer to both him and T throughout. In October 2023 Mr C received a notification from Starling to a... (2 pages)View decision -
Decision Reference DRN-4534207
16 May 2024 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4534207 The complaint Mr H complains that the car he acquired through a fixed sum loan agreement from Santander Consumer (UK) Plc trading as Santander Consumer Finance (“Santander”) is of unsatisfactory quality. What happened Mr H acquired a car in April 2022 from Santander. The car wa... (4 pages)View decision -
Decision Reference DRN-4769394
16 May 2024 U K Insurance Limited UpheldInsuranceDRN-4769394 The complaint Mr and Mrs C complain about U K Insurance Limited’s (UKI) handling of their home emergency claim. Any reference to UKI in this decision includes its respective agents unless specified otherwise. What happened The background of this complaint is known in detail to ... (5 pages)View decision
