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-3322581
19 Apr 2022 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3322581 The complaint Mrs W complains about the way PayPal (Europe) Sarl et Cie SCA handled her refund request following a purchase for an item that was not as described. What happened Mrs W purchased an item for which she paid £150. Mrs W sent payment for ... (3 pages)View decision -
Decision Reference DRN-3397031
19 Apr 2022 MotoNovo Finance Limited UpheldConsumer CreditDRN-3397031 The complaint Mrs B complains that MotoNovo Finance Limited refused to allow her to choose which garage should repair her car. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in dispute so instead ... (2 pages)View decision -
Decision Reference DRN-3421220
19 Apr 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3421220 Complaint Mr K is unhappy that Monzo Bank Ltd (“Monzo”) recorded a fraud prevention marker against him. Background In March 2021, Mr K received a number of payments into his Monzo account. Monzo subsequently received seven fraud notifications from a number of different banks sa... (3 pages)View decision -
Decision Reference DRN-3237181
19 Apr 2022 Close Brothers Limited UpheldConsumer CreditDRN-3237181 The complaint Mr C is unhappy that Close Brothers Limited terminated the conditional sale agreement he had with them. What happened In October 2019 Mr C was supplied with a used van through a conditional sale agreement with Close Brothers. He paid a deposit of £2,039.80, and th... (5 pages)View decision -
Decision Reference DRN-3417245
19 Apr 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3417245 Complaint Mr G is unhappy that HSBC UK Bank Plc (“HSBC”) closed his account and recorded a fraud prevention marker against him. Background In September 2020, Mr G received a payment of £2,700.00 into his HSBC account. In March 2021, after it had been notified that the funds may... (3 pages)View decision -
Decision Reference DRN-3397306
19 Apr 2022 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3397306 The complaint Mr S complains that Creation Consumer Finance Ltd refused to let him reject a faulty car which had been misrepresented to him. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in dispu... (2 pages)View decision -
Decision Reference DRN-3432439
19 Apr 2022 MBNA Limited UpheldBanking and PaymentsDRN-3432439 The complaint Miss H complains that MBNA Limited was irresponsible in raising the credit limit on her account. What happened Miss H opened a credit card account with MBNA in 2016. The opening credit limit was £3,600. She transferred balances from elsewhere, on a 0% interest pro... (3 pages)View decision -
Decision Reference DRN-3387540
19 Apr 2022 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-3387540 The complaint Mr and Mrs P are unhappy Accredited Insurance (Europe) Limited (AIL) declined a claim they made under their home insurance policy for subsidence. Mr P has dealt with the complaint, so I’ll refer to him only. Reference to AIL includes its agents and representatives... (4 pages)View decision -
Decision Reference DRN-3433521
19 Apr 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3433521 The complaint H Ltd, represented by directors Mr N and Mr W, complained about delays and poor service from Bank of Scotland plc in relation to reinstating a dormant account. What happened H Ltd and another company, which I’ll call C Ltd, had bank accounts with Bank of Scotland.... (6 pages)View decision -
Decision Reference DRN-3400917
19 Apr 2022 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-3400917 The complaint Mr M complains that Mercedes-Benz Financial Services UK Limited (MBFS) refused to let him reject a faulty vehicle. What happened In July 2019 Mr M acquired a new car at a cost of £42,000 funded by a Personal Contract Plan agreement with MBFS. After some 18 months ... (2 pages)View decision
