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-4688345
19 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4688345 The complaint Ms P complains about Monzo Bank Ltd’s response to her request for help in recovering a payment she made to a third party. What happened On 28 February Ms P was online organising a riding lesson with a third party “S”. She paid S £35 from her Monzo account. But whi... (4 pages)View decision -
Decision Reference DRN-4679525
19 Mar 2024 One Insurance Limited UpheldInsuranceDRN-4679525 The complaint Mr B complains about One Insurance Limited (“OIL”) and the handling of the claim he made on his motor insurance policy, following a road traffic accident. What happened The claim and complaint circumstances are well known to both parties, so I don’t intend to list... (4 pages)View decision -
Decision Reference DRN-4691146
19 Mar 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4691146 The complaint A company, which I’ll refer to as C, complains that Clydesdale Bank Plc trading as Virgin Money (‘Virgin’) won’t reimburse the money it lost in a scam. Mr and Mrs C are directors of C and bring the complaint on C’s behalf. What happened Mr and Mrs C were in the pr... (5 pages)View decision -
Decision Reference DRN-4674228
19 Mar 2024 Loans 2 Go Limited UpheldConsumer CreditDRN-4674228 Complaint Mrs S has complained that Loans 2 Go Limited (“L2G”) provided her with an unaffordable loan. Background L2G provided Mrs S with a loan for £250 in March 2023. This loan had an APR of 770% and an 18-month term. This all meant the total amount repayable of £675.02, whic... (4 pages)View decision -
Decision Reference DRN-4322983
18 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4322983 The complaint Mr B complains that Monzo Bank Ltd didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to bo... (4 pages)View decision -
Decision Reference DRN-4684323
18 Mar 2024 Close Brothers Limited UpheldConsumer CreditDRN-4684323 The complaint Miss F complained that she was unhappy with the quality of a car she acquired on 6 March 2023, using a conditional sale agreement with Close Brothers Limited, trading as Close Brothers Motor Finance (“Close Brothers”). She is also now unhappy about the length of t... (4 pages)View decision -
Decision Reference DRN-4458977
18 Mar 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4458977 The complaint Ms C has complained about the way Clydesdale Bank Plc trading as Virgin Money dealt with her claim for money back. What happened To summarise, Ms C went abroad and entered into a vacation club membership agreement with a company I’ll call “L” on 18 July 2022. I un... (3 pages)View decision -
Decision Reference DRN-4688265
18 Mar 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4688265 The complaint Mr P complains National Westminster Bank Plc recorded the incorrect default date on his credit file, and that they took too long to rectify their mistake. He says this mistake impacted his ability to get a more competitive mortgage rate. What happened The details ... (2 pages)View decision -
Decision Reference DRN-4630892
18 Mar 2024 ITI Capital Limited UpheldInvestmentsDRN-4630892 The complaint Mr R has complained about the service he has received from his broker, ITI Capital Limited (ITI). In particular, he is unhappy with the way they have handled his request to rematerialise some shares he holds through them. What happened Mr R says he had approximate... (2 pages)View decision -
Decision Reference DRN-4685742
18 Mar 2024 Great Lakes Insurance SE UpheldInsuranceDRN-4685742 The complaint Ms E and Mr S complain about the way that Great Lakes Insurance SE has settled a claim they made on a travel insurance policy. As Mr S brought the complaint to us, for ease, I’ve referred mainly to him. What happened Mr S was due to fly abroad in April 2023. Howev... (4 pages)View decision
