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 125299 results
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Decision Reference DRN-4502951
10 Mar 2024 Equifinance Limited UpheldMortgagesDRN-4502951 The complaint Mr W complains that Equifinance Limited lent to him irresponsibly What happened Mr W took out a 25-year loan with Equifinance in 2018 to consolidate some of his existing debts. At the time, Mr W had over £51,000 in existing unsecured debt – just over £17,000 was l... (4 pages)View decision -
Decision Reference DRN-4442410
9 Mar 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4442410 The complaint Mr M complains Santander UK Plc didn’t do enough to protect him when he fell victim to a scam. What happened Mr M has an account with Santander and a debit card. Mr M says he was browsing the internet when a pop up appeared for a trading company. He says he hadn’t... (5 pages)View decision -
Decision Reference DRN-4563036
9 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4563036 The complaint Miss O complains Monzo Bank Ltd didn’t do enough to protect her when she fell victim to a scam. What happened Miss O has an account with Monzo and accounts elsewhere too. Miss O says she was contacted by a woman on a well-known communication app about a job opport... (5 pages)View decision -
Decision Reference DRN-4577146
9 Mar 2024 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4577146 The complaint Mr R complains Tesco Personal Finance PLC trading as Tesco Bank didn’t do enough to protect him when he fell victim to a scam. What happened Mr R has a credit card with Tesco Bank and a credit card with another business who I’ll refer to as “H” in the rest of this... (2 pages)View decision -
Decision Reference DRN-4632182
8 Mar 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4632182 The complaint Mr M is unhappy about the poor service he received at his local branch of Barclays Bank UK PLC. What happened Mr M had made a previous complaint about problems he’d had in the branch before. And on this next occasion he felt the service he received was because he’... (2 pages)View decision -
Decision Reference DRN-4586887
8 Mar 2024 Shawbrook Bank Limited UpheldConsumer CreditDRN-4586887 The complaint Mr M complains that the loan he had from Shawbrook Bank Limited was unaffordable to him. What happened Mr M had one loan with Shawbrook in July 2022 as follows: Loan Date Amount Term Repayment 1 11 Jul 2022 £9,000 36m £343.87 Mr M says that he had taken out severa... (3 pages)View decision -
Decision Reference DRN-4625440
8 Mar 2024 esure Insurance Limited UpheldInsuranceDRN-4625440 The complaint Mr O complains that esure Insurance Limited gave him incorrect advice about his entitlement to windscreen replacement under his motor insurance policy. He wants it to pay the cost he subsequently incurred, less his policy excess. What happened Mr O called esure fo... (2 pages)View decision -
Decision Reference DRN-4593997
8 Mar 2024 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4593997 The complaint Mr G complains about how Tesco Personal Finance PLC trading as Tesco Bank (‘TB’) handled a claim he made to it. What happened The parties are familiar with the background facts of this case so I will only summarise these briefly. Mr G is being represented by his w... (6 pages)View decision -
Decision Reference DRN-4604308
8 Mar 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4604308 The complaint Ms L complains about the settlement Liverpool Victoria Insurance Company Limited (LV) paid her after she made a claim on her caravan insurance policy. She wants it to pay her the settlement she would have received if the motorhome had been deemed to be a total los... (3 pages)View decision -
Decision Reference DRN-4630126
8 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4630126 The complaint Mr D holds a current account with Monzo Bank Ltd, which he opened in June 2023. In July 2023, some fraudsters contacted him with a promise of employment for which he would work online at home. They told him that to get the work, he first had to pay various fees. H... (5 pages)View decision
