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 119592 results
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Decision Reference DRN-3549599
17 Jun 2022 Excel Currencies Limited UpheldBanking and PaymentsDRN-3549599 Complaint Mr and Mrs H (represented by their solicitor) complain that Excel Currencies Limited (‘Excel’) allowed a fraudster to transfer funds from the sale of property they owned to a bank account in Hong Kong. For ease of reading, I will treat all submissions from Mr H, Mrs H... (15 pages)View decision -
Decision Reference DRN-3508353
17 Jun 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3508353 The complaint Mrs W complains that Barclays Bank UK PLC won’t refund money she lost from what she believed was a scam. What happened Both parties are aware of the circumstances surrounding this complaint, so I won’t repeat them in full here. But briefly, and based on the submis... (6 pages)View decision -
Decision Reference DRN-3442981
17 Jun 2022 Startline Motor Finance Limited UpheldConsumer CreditDRN-3442981 The complaint Miss B complains that a car she acquired via a hire purchase agreement with Startline Motor Finance Limited wasn’t of satisfactory quality. What happened In June 2021 Miss B acquired a used car via a 60-month hire purchase agreement with Startline. The car was six... (5 pages)View decision -
Decision Reference DRN-3549441
17 Jun 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3549441 The complaint Mr H complains about three loans provided to him by Everyday Lending Limited, trading as Everyday Loans, (“ELL”), which he says were unaffordable. He is also concerned about ELL’s loan settlement calculations. What happened ELL agreed three loans for Mr H between ... (9 pages)View decision -
Decision Reference DRN-3459107
17 Jun 2022 Indigo Michael Limited UpheldConsumer CreditDRN-3459107 The complaint Ms E (through a representative) has complained that Indigo Michael Limited (trading as Safety Net Credit (SNC)) didn’t complete sufficient affordability checks before approving her Safety Net facility. What happened Ms E approached SNC for a Safety Net facility i... (5 pages)View decision -
Decision Reference DRN-3477179
17 Jun 2022 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-3477179 The complaint Mr F complains that Mercedes-Benz Financial Services UK Limited (MBFS) imposed unfair charges for damage to a car at the end of his finance agreement. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Th... (2 pages)View decision -
Decision Reference DRN-3505185
17 Jun 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3505185 The complaint Mr S complains that Monzo Bank Ltd won’t refund money he says he lost as a result of a scam What happened Mr S found a laptop he wished to purchase listed on a popular online marketplace. He and the seller exchanged messages. After requesting and receiving a pictu... (4 pages)View decision -
Decision Reference DRN-3549311
17 Jun 2022 Haven Insurance Company Limited UpheldInsuranceDRN-3549311 The complaint Mr A complains about the way Haven Insurance Company Limited handled his car insurance claim. What happened Mr A made a claim on his car insurance policy after an incident left it damaged in April 2021. Haven took the claim forward and had Mr A’s car examined by o... (4 pages)View decision -
Decision Reference DRN-3410757
17 Jun 2022 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3410757 The complaint Ms C complains that Creation Consumer Finance Ltd failed to notify her regarding the repayment date of her buy now pay later (BNPL) loan. What happened In early 202 Ms C had some windows installed in her home by a company I will call G. She entered into a BNPL loa... (2 pages)View decision -
Decision Reference DRN-3548682
17 Jun 2022 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-3548682 The complaint Mr and Mrs D have complained about their home insurer Lloyds Bank General Insurance Limited. They feel it, amongst other things, has delayed settlement of their claim for water damage. What happened Mr and Mrs D’s home suffered a water leak in March 2019. There we... (6 pages)View decision
