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 120469 results
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Decision Reference DRN-3520706
23 Sep 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3520706 The complaint Miss O complains that Monzo Bank Ltd (Monzo) treated her poorly when dealing with a transaction she had asked to be reversed. What happened On 21 July 2021, Miss O’s car was clamped by a bailiff, and in order to release it she needed to make a payment to a company... (3 pages)View decision -
Decision Reference DRN-3714906
23 Sep 2022 PSA Finance UK Limited UpheldConsumer CreditDRN-3714906 The complaint Mr I complains that PSA Finance UK Limited unfairly levied charges when a hire agreement cameo to an end. What happened In June 2019 Mr I entered into a 12-month hire agreement for a car with Free2Move. At the end of the agreement, he was to return the car in good... (2 pages)View decision -
Decision Reference DRN-3684107
23 Sep 2022 AWP P&C SA UpheldInsuranceDRN-3684107 The complaint Mr D has complained about the service received from AWP P&C SA (‘AWP’) under his home emergency insurance policy. Reference to AWP in this letter includes its agents and contractors. Reference to Mr D includes actions and representations made by his son on his... (4 pages)View decision -
Decision Reference DRN-3676037
23 Sep 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3676037 The complaint Mr D complains that Monzo Bank Ltd won’t refund money he lost as a result of a scam. What happened Mr D received a message on a popular messaging application. It didn’t come from one of Mr D’s contacts. The sender suggested that they did know Mr D and were providi... (3 pages)View decision -
Decision Reference DRN-3717626
23 Sep 2022 Premier Insurance Company Limited UpheldInsuranceDRN-3717626 The complaint Mrs H complains that Premier Insurance Company Limited (Premier) didn’t arrange for repairs to her car following an accident she was involved in, under her motor insurance policy. What happened In June 2021 Mrs H was manoeuvring out of a parking space when she col... (3 pages)View decision -
Decision Reference DRN-3709461
23 Sep 2022 Aviva Insurance Limited UpheldInsuranceDRN-3709461 The complaint Mr W, a director of C, a limited company, has complained about C’s motor insurer Aviva Insurance Limited. Aviva has refused to pay a claim made in respect of an accident which involved one of C’s vehicles. What happened There was an accident in 2017 which Mr W bel... (2 pages)View decision -
Decision Reference DRN-3717893
23 Sep 2022 UCB Home Loans Corporation Ltd UpheldMortgagesDRN-3717893 The complaint Mr A complains about the service he has received from his mortgage lender, UCB Home Loans Corporation Ltd. What happened Mr A made several phone calls to UCB in January 2022. He complains about UCB’s treatment of him on those calls, including that its staff gave h... (2 pages)View decision -
Decision Reference DRN-3645798
23 Sep 2022 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-3645798 The complaint Mr W complains about the amount that he’s been charged by Mercedes-Benz Financial Services UK Limited, trading as Mercedes-Benz Finance, for damage to a car that he returned when he ended his hire purchase agreement. What happened I issued a provisional decision o... (4 pages)View decision -
Decision Reference DRN-3616135
23 Sep 2022 MBNA Limited UpheldBanking and PaymentsDRN-3616135 The complaint Mr K complains that MBNA Limited won’t refund to him the money that he paid for some kitchen units. What happened Mr K bought kitchen units with a total cost of £5,519.02 from a supplier. He paid £4,666.02 to the supplier using his MBNA credit card in February 20... (4 pages)View decision -
Decision Reference DRN-3680959
23 Sep 2022 Metro Bank PLC UpheldBanking and PaymentsDRN-3680959 The complaint Miss N complains Metro Bank PLC (“Metro”) didn’t reimburse the money she lost when she was the victim of a scam. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them all here. But briefly, Miss N was the victim of a sc... (4 pages)View decision
