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-4428808
6 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4428808 The complaint Mr D complains about Monzo Bank Ltd’s handling of his chargeback dispute about the non- delivery of his purchase of a pair of running shoes. What happened In September 2022 Mr D purchased some running shoes online, and paid £72.57 for them with his Monzo Bank debi... (3 pages)View decision -
Decision Reference DRN-4591852
6 Feb 2024 Vodafone Limited UpheldConsumer CreditDRN-4591852 The complaint Mr S has complained about the quality of a phone he bought using a fixed sum loan agreement with Vodafone Limited. What happened The circumstances of the complaint are well known so I’m not going to go over everything again in detail. But, in summary, in July 2022... (4 pages)View decision -
Decision Reference DRN-4589520
6 Feb 2024 Paysafe Financial Services Limited UpheldBanking and PaymentsDRN-4589520 The complaint Mr E complains that Paysafe Financial Services Limited trading as Neteller, blocked his account and returned funds to source. He would like his money back and compensation. What happened The facts which led to Mr E bringing his complaint to our service are well kn... (4 pages)View decision -
Decision Reference DRN-4536242
6 Feb 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4536242 The complaint Mrs Y complains TSB Bank PLC (“TSB”) has refused to refund her for transactions on her account she says she didn’t authorise. What happened Mrs Y says she didn’t authorise two payments from her account totalling £84.16 and she doesn’t recognise the company that de... (2 pages)View decision -
Decision Reference DRN-4604775
6 Feb 2024 Creation Financial Services Limited UpheldBanking and PaymentsDRN-4604775 The complaint Mr C complains that Creation Financial Services Limited (Creation) lent to him irresponsibly. What happened Mr C applied for a credit card from Creation in February 2020 and it was agreed with a limit of £7,500. In July 2021, Creation increased the limit to £9,000... (5 pages)View decision -
Decision Reference DRN-4581370
6 Feb 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4581370 The complaint Miss M has complained that Lloyds Bank PLC (Lloyds) provided her with an overdraft without doing the right affordability checks. She says the overdraft was unaffordable and has asked for all interest and charges incurred on the overdraft to be refunded. What happe... (4 pages)View decision -
Decision Reference DRN-4508008
6 Feb 2024 Quidie Limited UpheldConsumer CreditDRN-4508008 The complaint Mr B complains that Quidie Limited trading as Fernovo (Fernovo) gave him loans he couldn't afford to repay putting him further into a debt spiral. What happened I set out the background to this complaint and my initial findings in my provisional decision date... (6 pages)View decision -
Decision Reference DRN-4508263
6 Feb 2024 The Baxendale Insurance Company dac UpheldInsuranceDRN-4508263 The complaint Mrs D is unhappy with how The Baxendale Insurance Company DAC (Baxendale) have dealt with her claim for damage to her furniture while it was being transported from Italy to her home in the UK. She’s also unhappy about the time the claim has taken and that it’s not... (13 pages)View decision -
Decision Reference DRN-4123997
6 Feb 2024 Amtrust Europe Limited UpheldInsuranceDRN-4123997 The complaint Mr and Mrs D have complained about Amtrust Europe Limited. They are not happy about the way it has dealt with an ongoing claim under their buildings insurance policy in relation to subsidence. For ease of reading any reference to Amtrust includes its agents. What ... (3 pages)View decision -
Decision Reference DRN-4583202
6 Feb 2024 HDI Global Specialty SE UpheldInsuranceDRN-4583202 The complaint Miss P complains HDI Global Speciality SE failed to complete repairs, made under her home insurance policy, to a reasonable standard. HDI’s been represented by agents during the claim. For simplicity I’ve generally referred to the actions of the agents as being th... (4 pages)View decision
