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-4236032
31 Jul 2023 esure Insurance Limited UpheldInsuranceDRN-4236032 The complaint Mr W is unhappy with the valuation eSure Insurance Limited (eSure) provided after his car was declared a total loss. What happened Mr W was involved in an accident which rendered his car a total loss. He made a claim on his policy with eSure. He said eSure made hi... (2 pages)View decision -
Decision Reference DRN-4275356
31 Jul 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4275356 The complaint Mrs M and Mr M are unhappy that Monzo Bank Ltd charged them interest on a portion of an overseas cash withdrawal. What happened Mrs M and Mr M withdrew £207 from an ATM while holidaying in the Caribbean and found that they’d incurred a 3% charge on £7 of that with... (3 pages)View decision -
Decision Reference DRN-4258175
31 Jul 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4258175 The complaint Miss S is unhappy Santander UK Plc will not refund the money she lost as a result of a scam. What happened Both parties are aware of the details of the scam so I won’t repeat them in full here. In summary, Miss S made payments to a money transfer service on 31 Jan... (4 pages)View decision -
Decision Reference DRN-4218833
31 Jul 2023 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4218833 The complaint Miss B has complained Creation Consumer Finance Limited (Creation) is holding her liable for a credit agreement she doesn’t recognise. What happened Miss B is unhappy Creation is holding her liable for a credit agreement. Miss B acknowledges she had a credit agree... (3 pages)View decision -
Decision Reference DRN-4274500
31 Jul 2023 Creation Financial Services Limited UpheldBanking and PaymentsDRN-4274500 The complaint Mr S complains that Creation Financial Services Limited closed his account, didn’t credit his points, a free night stay voucher or refund the annual fee. He’d like his benefits credited and compensation for the impact. What happened Mr S had a rewards club premium... (3 pages)View decision -
Decision Reference DRN-4232833
31 Jul 2023 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-4232833 The complaint Miss S complains Shop Direct Finance Company Limited trading as Very irresponsibly provided her with a store card account and credit limit increases. What happened Miss S was provided with the following credit limits on her store card account with Shop Direct: Len... (4 pages)View decision -
Decision Reference DRN-4239553
31 Jul 2023 Origen Financial Services Limited UpheldPensions and AnnuitiesDRN-4239553 The complaint Mrs L complains that Origen Financial Services Limited failed to provide her with advice, in a timely manner, about a proposed pension transfer. What happened Mrs L has been assisted in making her complaint, and in her dealings with Origen, by her husband. And Mrs... (8 pages)View decision -
Decision Reference DRN-4222652
31 Jul 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4222652 The complaint Company W complains that Lloyds Bank PLC (“Lloyds”) has failed to refund over £19,000 it lost to a scam. What happened One of W’s employees (“Ms P”) fell victim to a scam on 24 November 2021 when she ended up making 12 payments totalling nearly £60,000 from W’s co... (3 pages)View decision -
Decision Reference DRN-4275395
31 Jul 2023 MotoNovo Finance Limited UpheldConsumer CreditDRN-4275395 The complaint Mr H complains that a car he had acquired via a hire purchase agreement with MotoNovo Finance Limited wasn’t of satisfactory quality. What happened In April 2020 Mr H entered into a 49-month hire purchase agreement which was in the form of a personal contract purc... (4 pages)View decision -
Decision Reference DRN-4090492
31 Jul 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4090492 The complaint A company, which I’ll refer to as C, complains that Lloyds Bank PLC acted unfairly regarding the repayments due for the company’s Coronavirus Business Interruption Loan (CBIL) and that the bank wrongly defaulted the loan. What happened CBILs were part of a governm... (4 pages)View decision
