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-4628790
25 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4628790 The complaint Miss D complains that Monzo Bank Ltd did not refund a series of payments she lost as part of a scam. What happened Miss D saw concert tickets for sale on social media and reached out to the seller. They confirmed they still had the tickets and provided a screensho... (3 pages)View decision -
Decision Reference DRN-4640708
25 Mar 2024 ReAssure Limited UpheldPensions and AnnuitiesDRN-4640708 The complaint Mr B’s complaint is about what happened when he took his benefits from his pension policies with ReAssure Limited (ReAssure). Mr B says ReAssure made a large number of errors and there were delays. What happened I issued a provisional decision on 3 November 2023. ... (17 pages)View decision -
Decision Reference DRN-4695580
25 Mar 2024 Aioi Nissay Dowa Insurance UK Limited UpheldInsuranceDRN-4695580 The complaint Mr K complains about Aioi Nissay Dowa Insurance UK Limited trading as Toyota Motor Insurance (“ANDIL”) and their refusal to provide him with a new motor insurance policy after encountering issues finding his new address during the renewal process. What happened Th... (3 pages)View decision -
Decision Reference DRN-4500843
25 Mar 2024 ClearBank Limited UpheldBanking and PaymentsDRN-4500843 The complaint A, a limited company, is unhappy with ClearBank Limited trading as Tide (“Tide”) as it won’t refund the money it lost as a result of a third-party scam. A is represented by its director Mr Q - who fell victim to the scam – so for ease I have referred to him throug... (4 pages)View decision -
Decision Reference DRN-4363236
25 Mar 2024 Zopa Bank Limited UpheldConsumer CreditDRN-4363236 The complaint Mr H complains that Zopa Bank Limited irresponsibly lent to him. What happened Zopa gave Mr H access to a loan in August 2018. The loan was for £18,000, Mr H also had to pay £110 in fees. The loan was due to be repaid in 60 monthly instalments of £431.21. Mr H str... (3 pages)View decision -
Decision Reference DRN-4697464
25 Mar 2024 Together Personal Finance Limited UpheldMortgagesDRN-4697464 The complaint Miss C complains that Together Personal Finance Limited irresponsibly lent her a second charge mortgage (secured loan). What happened Miss C took this loan in 2019. She borrowed around £68,000 including fees over a term of 25 years. The loan was on repayment terms... (4 pages)View decision -
Decision Reference DRN-4494311
25 Mar 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4494311 The complaint Mr A complains that Barclays Bank UK PLC unfairly closed his bank accounts. What happened Mr A had two accounts with Barclays – a current account and savings account. Mr A has explained that he used the accounts for saving towards holidays and to pay for entertai... (3 pages)View decision -
Decision Reference DRN-4336325
25 Mar 2024 StoneX Financial Ltd UpheldInvestmentsDRN-4336325 The complaint Miss D complains that StoneX Financial Ltd (trading as Forex.com) didn’t facilitate the automatic hedging option that should’ve been enabled on certain Contract for Differences (CFD) trades she had. This caused her a financial loss. What happened In October 2022 M... (3 pages)View decision -
Decision Reference DRN-4692809
25 Mar 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4692809 Complaint Mr O has complained about a credit card Clydesdale Bank Plc (trading as “Virgin Money”) has been providing to him. He says he was provided with a credit card with very high limits even though he was only making minimum payments. Background Mr O was initially provided ... (7 pages)View decision -
Decision Reference DRN-4692831
25 Mar 2024 Frasers Group Financial Services Limited UpheldConsumer CreditDRN-4692831 Complaint Miss C has effectively complained that Studio Retail Limited (“Studio”) irresponsibly provided her with a catalogue shopping account and limit increases despite the fact that they were unaffordable. Background In September 2019, Miss C was provided with a catalogue sh... (5 pages)View decision
