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-3084344
30 Mar 2022 Gain Credit LLC UpheldConsumer CreditDRN-3084344 The complaint Mr O complains that Gain Credit LLC (trading as Lending Stream) provided him with loans without carrying out sufficient checks to see whether he could afford them. What happened Our adjudicator partly upheld Mr O’s complaint. Mr O didn’t agree with the adjudicator... (28 pages)View decision -
Decision Reference DRN-3403687
30 Mar 2022 Marks & Spencer Financial Services plc UpheldConsumer CreditDRN-3403687 The complaint Mrs B complains that Marks & Spencer Financial Services Plc (M&S) marked her credit file. What happened Mrs B had a personal loan with M&S. It was taken out in October 2018, repayable over 60 months – monthly payments were £322.81. In March 2020, the o... (5 pages)View decision -
Decision Reference DRN-3322452
30 Mar 2022 Progressive Money Limited UpheldConsumer CreditDRN-3322452 The complaint Mr S says Progressive Money Limited (PML) irresponsibly lent to him. Mr S says that it wasn’t made clear to him how much the loan he took would cost. He also says that PML didn’t look into his finances in a reasonable way. If it had done it would’ve seen that he c... (4 pages)View decision -
Decision Reference DRN-3375991
30 Mar 2022 BUPA Insurance Limited UpheldInsuranceDRN-3375991 The complaint Mr C complains that BUPA Insurance Limited (Bupa) turned down his private medical insurance claim. What happened Mr C was covered under his former employer’s private medical insurance group scheme with Bupa. When he changed jobs, he took out an individual policy w... (3 pages)View decision -
Decision Reference DRN-3403867
30 Mar 2022 Zopa Limited UpheldConsumer CreditDRN-3403867 Complaint Mrs S says that Zopa Limited (“Zopa”) unfairly refused to change the date for her monthly loan repayment and unfairly recorded adverse information on her credit file. Background and my provisional decision of 18 March 2022 One of our investigators looked into Mrs S’ c... (5 pages)View decision -
Decision Reference DRN-3393286
30 Mar 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3393286 The complaint R, a limited company, complains HSBC UK Bank Plc delayed progressing an application for a business account, and then unfairly refused to provide an account without saying why. R says it lost out on investment opportunities for which it wants to be compensated. Wha... (3 pages)View decision -
Decision Reference DRN-3344728
30 Mar 2022 Next Risk Solutions Limited UpheldInsuranceDRN-3344728 The complaint Mr C complains that, when he cancelled his car insurance policy, he didn’t receive a refund in line with what he was told by Next Risk Solutions Limited (trading as Quote Detective) at the point of sale. What happened In January 2021, Mr C took out a car insurance... (3 pages)View decision -
Decision Reference DRN-3393940
30 Mar 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3393940 The complaint Mrs L complains that NewDay Ltd, trading as Aqua (NewDay) lent to her irresponsibly when they agreed a credit card for her and then continued to increase the credit limit on several occasions. What happened I issued a provisional decision to both parties on 1 Marc... (7 pages)View decision -
Decision Reference DRN-3323365
30 Mar 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3323365 The complaint Mr P is unhappy that Monzo Bank Ltd won’t refund the money he’s lost to a fraudster. What’s happened? In May 2021, Mr P noticed some suspicious activity on his Monzo account. He was reporting it to Monzo using its online chat function when he received a telephone ... (3 pages)View decision -
Decision Reference DRN-3399338
30 Mar 2022 Startline Motor Finance Limited UpheldConsumer CreditDRN-3399338 The complaint Mr R has complained that STARTLINE MOTOR FINANCE LIMITED (‘Startline’) has recorded a default on his credit file and registered a marker against him at CIFAS – the national fraud database. What’s happened? Mr R entered into a hire purchase agreement with Startline... (6 pages)View decision
