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-3403869
14 Apr 2022 Revolut Ltd UpheldBanking and PaymentsDRN-3403869 The complaint Mr M complains Revolut Ltd (“Revolut”) unfairly blocked and reviewed his account. And, that its communication and customer service in relation to this was very poor. As a result, Mr M says he’s suffered substantive distress and inconvenience. Mr M is represented b... (3 pages)View decision -
Decision Reference DRN-3039923
14 Apr 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3039923 The complaint Miss T is unhappy that Monzo Bank Ltd won’t refund payments she didn’t authorise. What happened On 16 July 2020, Miss T received a text that appeared to be from Monzo telling her to expect a call about suspicious activity on her account. She later received this ca... (5 pages)View decision -
Decision Reference DRN-3354642
14 Apr 2022 HSBC UK Bank Plc UpheldConsumer CreditDRN-3354642 The complaint Mr F complains that HSBC UK Bank Plc mishandled his requests for a payment holiday, including a lack of communication and ultimately adverse information being reported on his credit file. What happened Mr F had two personal loans with HSBC. In April 2020, he conta... (3 pages)View decision -
Decision Reference DRN-3319186
14 Apr 2022 Hargreaves Lansdown Asset Management Limited UpheldInvestmentsDRN-3319186 The complaint Mr G complains that Hargreaves Lansdown Asset Management Limited (HLAM) delayed the transfer of his ISA and SIPP which resulted in him losing out. What happened Mr G held a stocks and shares ISA and SIPP with HLAM. He was transferring these to another provider. A ... (3 pages)View decision -
Decision Reference DRN-3391192
14 Apr 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3391192 The complaint Ms M complains that Everyday Lending Limited lent her money on a high interest loan which she was unable to afford to repay. What happened Ms M was provided with a loan by Everyday on 30 June 2014 for £2,500, plus a life insurance premium of £187, repayable over 2... (3 pages)View decision -
Decision Reference DRN-3379767
14 Apr 2022 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-3379767 The complaint Mr E complains that a used vehicle supplied by Moneybarn No. 1 Limited under a conditional sales agreement (CSA) is of unsatisfactory quality. What happened Mr E took out the CSA in February 2021 for a van with about 112,000 miles on the clock. He experienced prob... (3 pages)View decision -
Decision Reference DRN-3245190
14 Apr 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3245190 The complaint Miss W is complaining that Monzo Bank Ltd won’t refund a transaction she didn’t authorise. What happened On 8 January 2021, Miss W was contacted by someone claiming to be from Monzo. She’s said they told her they would help with a fraudulent payment. As part of ... (3 pages)View decision -
Decision Reference DRN-3428430
14 Apr 2022 Covea Insurance plc UpheldInsuranceDRN-3428430 The complaint H complains Covea Insurance plc unfairly declined a claim against its commercial insurance policy. H thinks the claim should be met. What happened H’s property flooded in August 2020, so a claim was raised. It said severe localised flooding occurred causing damage... (4 pages)View decision -
Decision Reference DRN-3386662
14 Apr 2022 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-3386662 The complaint Mr L complains that Moneybarn No 1 Ltd refused to let him reject a faulty car. What happened In July 2020 Mr L acquired a car costing £6,990. It was some nine years old and had covered some 53,882 miles. The car needed some repairs so collection was delayed a coup... (2 pages)View decision -
Decision Reference DRN-3365815
14 Apr 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3365815 The complaint Mrs V complains that HSBC UK Bank Plc hasn’t reimbursed her for funds she lost as the victim of an investment scam. What happened In September 2017, Mrs V began investing with company T. She sent payments by bank transfer, credit card and debit card. This case is ... (3 pages)View decision
