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 123440 results
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Decision Reference DRN-3572291
14 Sep 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3572291 The complaint Miss C is unhappy that Monzo Bank Ltd won’t refund the money she’s lost to a scam. What’s happened? Miss C says she carried out an internet search for a new loan, then applied to several lenders via their websites. She was subsequently contacted via telephone by a... (3 pages)View decision -
Decision Reference DRN-3650171
14 Sep 2022 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-3650171 The complaint Mr O complains that Mitsubishi HC Capital UK Plc, trading as Hitachi Personal Finance (“Hitachi”) provided him with credit he couldn’t afford to repay. What happened Hitachi approved an £11,000 loan for Mr O in December 2021. He was to make 48 monthly repayments o... (3 pages)View decision -
Decision Reference DRN-3680245
14 Sep 2022 Contis Financial Services Limited UpheldBanking and PaymentsDRN-3680245 The complaint Mr F complains that Contis Financial Services Limited failed to refund transactions he didn’t recognise. What happened Mr F was using an Automated Teller Machine (ATM) to withdraw cash and experienced difficulties with the machine. He explained that at the time he... (4 pages)View decision -
Decision Reference DRN-3679843
14 Sep 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3679843 The complaint Mr K is unhappy that HSBC UK Bank Plc, trading as first direct (“First Direct”), won’t refund payments that were made when he fell victim to a ‘safe account’ bank impersonation scam. What happened In June 2021, Mr K fell victim to a cruel scam, in which he was tri... (6 pages)View decision -
Decision Reference DRN-3702115
14 Sep 2022 Domestic & General Insurance Plc UpheldInsuranceDRN-3702115 The complaint Ms S complains Domestic & General Insurance Plc (D&G) gave her poor customer service when she claimed under her appliance insurance policy, then unfairly declined the claim. What happened Ms S had appliance insurance policies with D&G. In November 2021... (4 pages)View decision -
Decision Reference DRN-3654815
14 Sep 2022 Morses Club PLC UpheldConsumer CreditDRN-3654815 The complaint Mrs W complains that Morses Club PLC (Morses) gave her loans that she couldn’t afford to repay because it failed to carry out proportionate checks. In addition, Mrs W also says that Morses encouraged her to take out further credit, didn’t provide any assistance wh... (6 pages)View decision -
Decision Reference DRN-3559737
14 Sep 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3559737 The complaint Mrs P complains that NewDay Ltd did not register a default to her credit card account at the correct time. I know that when Mrs P applied for her credit card, it was owned by a different business. To keep things simple, I’ll refer mainly to NewDay in this decision... (4 pages)View decision -
Decision Reference DRN-3626665
14 Sep 2022 Ikano Bank AB (publ) UpheldConsumer CreditDRN-3626665 Complaint Mr L has complained that Ikano Bank AB (publ) (“Ikano”) rejected his claim against it under Section 75 of the Consumer Credit Act 1974. Background Mr L bought solar panels for his home in 2017. The purchase was funded by a loan from Ikano, and that business is therefo... (3 pages)View decision -
Decision Reference DRN-3573448
14 Sep 2022 Morses Club PLC UpheldConsumer CreditDRN-3573448 The complaint Ms M complains (through a representative) that Morses Club PLC (Morses) didn’t carry out proper affordability checks before it advanced her loans. What happened Ms M took four loans between May 2018 and March 2019. I’ve included some of the information we’ve rece... (5 pages)View decision -
Decision Reference DRN-3667103
14 Sep 2022 AWP Assistance UK Ltd UpheldInsuranceDRN-3667103 The complaint Mr and Mrs D are unhappy that AWP Assistance UK Ltd (AWP) didn’t attend a call out for loss of power. The policy is in joint names but, for ease, I’ll refer only to Mr D. What happened Mr D had buildings and contents insurance which included Home Emergency cover, ... (2 pages)View decision
