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 128312 results
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Decision Reference DRN-4962828
14 Aug 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4962828 The complaint Mr H complains that Monzo Bank Ltd did not close his account when he asked them to, and they provided him with poor customer service. What happened Mr H says he sent Monzo a letter on 7 October 2023 to ask them to close his account, and correct errors they made... (3 pages)View decision -
Decision Reference DRN-4964607
14 Aug 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4964607 The complaint Mrs S is unhappy that Bank of Scotland plc (“BOS”) didn’t process two cheques that she submitted, and with the service she received from BOS surrounding this. What happened Mrs S tried to pay £23,000 by cheque to make a large purchase, but BOS rejected the che... (3 pages)View decision -
Decision Reference DRN-4960310
14 Aug 2024 Yorkshire Bank Home Loans Limited UpheldMortgagesDRN-4960310 The complaint Mr T complains that Yorkshire Bank Home Loans Limited (“YBHL”) failed to remove the charge over his investment property, when he paid off the mortgage in full. Mr T said this was discovered as part of a sale, and the sale was delayed while the charge was remove... (4 pages)View decision -
Decision Reference DRN-4964602
14 Aug 2024 Zopa Bank Limited UpheldConsumer CreditDRN-4964602 The complaint Mr M is unhappy with a car supplied under a hire purchase agreement provided by Zopa Bank Limited. What happened In January 2023 Mr M acquired a used car financed by a hire purchase agreement provided by Zopa. The car cost £11,290 and was just under nine years ... (5 pages)View decision -
Decision Reference DRN-4885139
14 Aug 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4885139 The complaint Ms S complains about Admiral Insurance (Gibraltar) Limited (“AIL”) and the way they handled the claim she made on her motor insurance policy. What happened The claim and complaint circumstances are well known to both parties. So, I don’t intend to list them chr... (4 pages)View decision -
Decision Reference DRN-4502475
14 Aug 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4502475 The complaint Ms D complains that Lloyds Bank PLC (‘Lloyds’) won’t refund the money she lost after falling victim to a scam. What happened In 2021, Ms D was recommended an investment by a friend. I’ll refer to the investment company as S. Ms D says her friend had invested w... (5 pages)View decision -
Decision Reference DRN-4964553
14 Aug 2024 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-4964553 The complaint Mr B has complained about Mitsubishi HC Capital UK Plc’s (‘Mitsubishi’) response to a claim he made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’) and in relation to allegations of an unfair relationship taking in to account Section 140.A... (8 pages)View decision -
Decision Reference DRN-4964541
14 Aug 2024 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-4964541 The complaint Mr G has complained about Mitsubishi HC Capital UK Plc’s (‘Mitsubishi’) response to a claim he made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’) and in relation to allegations of an unfair relationship taking in to account Section 140.A... (8 pages)View decision -
Decision Reference DRN-4622611
14 Aug 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4622611 The complaint Mr P complains that Santander UK Plc (‘Santander’) won’t refund the money he lost when he was the victim of a scam. What happened Mr P’s neighbour told him about an investment he had with a company I’ll refer to in this decision as Q. His neighbour had already... (6 pages)View decision -
Decision Reference DRN-4954171
13 Aug 2024 Wakam UpheldInsuranceDRN-4954171 The complaint Mr D complains that Wakam declined a claim for storm damage under his home insurance. Mr D’s policy was sold and is administered by a third party company on Wakam’s behalf and all his correspondence has been with this company. However, Wakam is the policy under... (7 pages)View decision