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-4915517
18 Jul 2024 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-4915517 The complaint Mr C complains that TransUnion International UK Limited (TransUnion) reported incorrect information on his credit file and failed to remove it in a timely manner. What happened I issued my provisional decision to both parties on 16 July 2024, which set out the... (3 pages)View decision -
Decision Reference DRN-4731604
18 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4731604 Complaint D, a limited company, complains that Monzo Bank Ltd didn’t refund it after it fell victim to a scam. D is represented by its only director, Mr K. For simplicity’s sake, I’ve generally referred to Mr K in the text of this decision. Background The background to this ... (2 pages)View decision -
Decision Reference DRN-4769438
18 Jul 2024 Zopa Bank Limited UpheldBanking and PaymentsDRN-4769438 The complaint Mr H complains that Zopa Bank Limited hasn’t provided the support it should have in regard to his credit card account. He wants Zopa to set up a repayment plan, remove all adverse information from his credit file and pay compensation for the distress and inconv... (4 pages)View decision -
Decision Reference DRN-4813621
18 Jul 2024 Covea Insurance plc UpheldInsuranceDRN-4813621 The complaint Mr and Mrs A complain about how Covea Insurance plc (“Covea”) dealt with a claim they made on their home insurance policy following an escape of water at their home. Although the policy is in both Mr and Mrs A’s name I have referred to Mrs A thr... (3 pages)View decision -
Decision Reference DRN-4902117
18 Jul 2024 Zopa Bank Limited UpheldConsumer CreditDRN-4902117 The complaint Mrs O has complained that Zopa Bank Limited (“Zopa”) irresponsibly provided two loans to her because they weren’t affordable. Mrs O also says she had problems repaying loan 1 and so loan 2 ought not to have been granted. What happened A summary of Mrs O’s borr... (6 pages)View decision -
Decision Reference DRN-4672445
18 Jul 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4672445 The complaint Mr A complains Barclays Bank UK PLC unfairly closed his account without notice and provided poor service. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. Barclays carried out a revie... (3 pages)View decision -
Decision Reference DRN-4910347
18 Jul 2024 Marshmallow Financial Services Ltd UpheldInsuranceDRN-4910347 The complaint Mr R complains about cancellation of his motor insurance policy by Marshmallow Financial Services Ltd trading as Marshmallow (Marshmallow). References to Marshmallow in this decision include their agents. What happened Mr R took out a motor insurance policy w... (6 pages)View decision -
Decision Reference DRN-4542258
18 Jul 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4542258 The complaint Mr H complains TSB Bank plc unfairly closed his bank account. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. Mr H held a TSB account and following a central review of the account Mr... (3 pages)View decision -
Decision Reference DRN-4915330
18 Jul 2024 Zopa Bank Limited UpheldConsumer CreditDRN-4915330 The complaint Mr M has complained with the help of a representative, that Zopa Bank Limited (“Zopa”) irresponsibly provided a loan to him which he couldn’t afford to repay. Mr M says Zopa didn’t conduct any affordability checks beyond asking about his employment status, inc... (4 pages)View decision -
Decision Reference DRN-4892683
18 Jul 2024 Tesco Personal Finance PLC UpheldConsumer CreditDRN-4892683 The complaint Mr B has complained that Tesco Personal Finance PLC trading as Tesco Bank (“Tesco”) gave him a loan without carrying out any checks into his income and expenditure. What happened Tesco gave Mr B a 60-month loan of £25,000 in September 2023. The monthly repayme... (4 pages)View decision