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 125399 results
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Decision Reference DRN-4729357
8 Apr 2024 Plata Finance Limited UpheldConsumer CreditDRN-4729357 The complaint Mr W is complaining about Plata Finance Limited because he says it lent to him irresponsibly without carrying out adequate checks into his financial situation. What happened On 2 May 2023, Mr W took out a personal loan with Plata. He borrowed £20,000 over a term o... (5 pages)View decision -
Decision Reference DRN-4642437
8 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4642437 The complaint Mr O has complained Monzo Bank Ltd won’t refund transactions he didn’t make. What happened In the morning of 7 October 2023 Mr O noticed two transactions made with his Monzo card which he didn’t recognise. Monzo reviewed the transactions but felt their technical e... (3 pages)View decision -
Decision Reference DRN-4660357
8 Apr 2024 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-4660357 The complaint Mrs T complains The Royal Bank of Scotland Plc (“RBS”) closed her account without explanation. Mrs T also complains that RBS has provided poor customer service and caused considerable delay in returning her funds by not sending her a cheque as promised. Mrs T says... (5 pages)View decision -
Decision Reference DRN-4729127
8 Apr 2024 British Gas Insurance Limited UpheldInsuranceDRN-4729127 The complaint Ms C complains about the service provided by British Gas Insurance Limited in relation to her home emergency insurance policy. What happened Ms C had a home emergency insurance policy through British Gas which she renewed each year. Under the terms of the policy, ... (4 pages)View decision -
Decision Reference DRN-4649579
8 Apr 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4649579 The complaint Mr L has complained Clydesdale Bank plc, trading as Virgin Money, lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In 2023 Mr L applied to Virgin Money for an account after he started a new job. They weren’t willing t... (2 pages)View decision -
Decision Reference DRN-4413536
8 Apr 2024 Fairmead Insurance Limited UpheldInsuranceDRN-4413536 The complaint The estate of Ms M complained about Fairmead Insurance Limited stemming from a claim under the home insurance policy. For ease of reading any reference to Fairmead includes its agents and I’ve referred to Ms M, one of the executors of the estate, throughout for ea... (3 pages)View decision -
Decision Reference DRN-4638116
8 Apr 2024 One Insurance Limited UpheldInsuranceDRN-4638116 The complaint Mr J complains about how One Insurance Limited (OIL) handled the claim made on his motor insurance policy and the market value applied to the car. What happened In July 2023, Mr J’s car was stolen. Mr J claimed on his car insurance policy with OIL. OIL valued Mr J... (3 pages)View decision -
Decision Reference DRN-4534634
8 Apr 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4534634 The complaint Mr D complains about the quality of a boiler installation he funded through a finance agreement with Creation Financial Services Limited (Creation). He says Creation were unreasonable to reject a claim he made to them under section 75 of the Consumer Credit Act 19... (3 pages)View decision -
Decision Reference DRN-4727542
8 Apr 2024 Kroo Bank Ltd UpheldBanking and PaymentsDRN-4727542 The complaint Mr P is unhappy with the service he’s received from Kroo Bank Ltd surrounding a return of money into his account from a third-party bank. What happened In June 2023, Mr P made a mistake when instructing a £2,000 transfer from his Kroo account which resulted in the... (4 pages)View decision -
Decision Reference DRN-4438741
8 Apr 2024 Tandem Motor Finance Limited UpheldConsumer CreditDRN-4438741 The complaint Mr K complains that Tandem Motor Finance Limited (‘Tandem’), trading as Oplo, took a hire purchase agreement payment a month earlier than he’d agreed. What happened On 23 July 2023 Mr K took out a hire purchase car finance agreement with Tandem. Mr K expected the ... (2 pages)View decision
