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-4901646
10 Jul 2024 U K Insurance Limited UpheldInsuranceDRN-4901646 The complaint Mr B has complained that U K Insurance Limited (UKI) failed to repair his car properly following his claim under his motor policy. What happened Mr B’s car was stolen and recovered six hours later by the police on 13 December 2022. He had bought it in March 2022, ... (9 pages)View decision -
Decision Reference DRN-4536783
10 Jul 2024 Capital One (Europe) plc UpheldBanking and PaymentsDRN-4536783 The complaint Miss D complains that Capital One (Europe) plc (“Capital One”) treated her unfairly when she approached it for assistance in obtaining a refund for a hotel booking she’d paid for with her credit card. What happened Miss D used her Capital One credit card to make a... (5 pages)View decision -
Decision Reference DRN-4863613
10 Jul 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4863613 The complaint Ms M complains about the quality of a car she has been financing through an agreement with BMW Financial Services (GB) Limited, trading as Alphera Financial Services (“BMWFS”). What happened Ms M took receipt of a used car in August 2021. The car had, at that time... (4 pages)View decision -
Decision Reference DRN-4901453
10 Jul 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4901453 The complaint Mrs M complains, with the help of a representative, that Options UK Personal Pensions LLP (‘Options’ – formerly Carey Pensions) didn’t undertake sufficient due diligence before accepting her application to open a self-invested personal pension (‘SIPP’) and her ins... (29 pages)View decision -
Decision Reference DRN-4800306
10 Jul 2024 Tandem Motor Finance Limited UpheldConsumer CreditDRN-4800306 The complaint Mr W, who is represented by a third party, complains that Tandem Motor Finance Limited (“Tandem”), irresponsibly granted him a hire purchase agreement he couldn’t afford to repay. What happened In January 2018, Mr W acquired a used car financed by a hire purchase ... (3 pages)View decision -
Decision Reference DRN-4901128
10 Jul 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4901128 The complaint M, a partnership, complains that Lloyds Bank PLC set up a business loan incorrectly. The complaint has been brought to us by M’s partners, who I’ll refer to as Mr and Mrs P. What happened In 2017 M took out a loan with Lloyds. The loan was for more than £1m and wa... (3 pages)View decision -
Decision Reference DRN-4849361
10 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4849361 The complaint Mr P is unhappy that Monzo Bank Ltd loaded an adverse fraud marker against his name unfairly. What happened As the circumstances of this complaint are well-known to both parties, I’ve summarised them briefly below. Mr P held an account with Monzo. In November of 2... (3 pages)View decision -
Decision Reference DRN-4901281
10 Jul 2024 Starling Bank Limited UpheldBanking and PaymentsDRN-4901281 The complaint Mr C complains that Starling Bank Limited (Starling) is refusing to refund him the amount he lost as the result of a scam. Mr C is being represented by a third party. To keep things simple, I will refer to Mr C throughout my decision. What happened Mr C was lookin... (5 pages)View decision -
Decision Reference DRN-4891397
10 Jul 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4891397 The complaint A company, which I’ll refer to as S, complains that Santander UK Plc wrongly told it that its Coronavirus Business Interruption Loan Scheme (“CBILS”) overdraft could not be extended. S is represented by its director, Mr O. What happened In May 2020, S successfully... (5 pages)View decision -
Decision Reference DRN-4845137
10 Jul 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4845137 The complaint Mrs H complains that Revolut Ltd won’t refund payments she didn’t make or otherwise authorise. Mrs H is being represented by solicitors in this complaint. What happened The full details of this complaint are well known to both parties, so I won’t repeat them again... (4 pages)View decision