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 122183 results
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Decision Reference DRN-5394961
13 Mar 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5394961 The complaint Mr A has complained that Monzo Bank Limited (“Monzo”) failed to protect him from falling victim to a romance scam, and hasn’t refunded the money he lost. What happened I issued a provisional decision (“PD”) in February 2025 explaining why I was minded to uphol... (5 pages)View decision -
Decision Reference DRN-5290534
13 Mar 2025 Barclays Bank Plc UpheldBanking and PaymentsDRN-5290534 The complaint A limited company, which I’ll refer to as T, complains that Barclays Bank Plc trading as Barclaycard Payment Solutions (“BPS”) has charged it unfairly for terminal hire in relation to merchant services. What happened In October 2022, T signed a contract to hire... (4 pages)View decision -
Decision Reference DRN-5387720
13 Mar 2025 Experian Limited UpheldConsumer CreditDRN-5387720 The complaint V, a limited company, complains Experian Limited have incorrect data on their credit file and haven’t updated it. V also complains about Experian continuing to send alerts on historical data which aren’t relevant. Mr D, a Director of V, is bringing this complai... (7 pages)View decision -
Decision Reference DRN-5274140
13 Mar 2025 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5274140 The complaint Mr S is unhappy that Mitsubishi HC Capital UK PLC, trading as Novuna Personal Finance, won’t stop sending him account arrears letters on accounts that Novuna have accepted were provided to Mr S irresponsibly. What happened Mr S obtained several loans from Novun... (2 pages)View decision -
Decision Reference DRN-5137290
13 Mar 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5137290 The complaint Mr P has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which he paid for with credit it provided. What happened In July 2023, Mr P entered into a 25 month fixed sum loan agreement ... (4 pages)View decision -
Decision Reference DRN-5285844
13 Mar 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5285844 The complaint Mr and Mrs A complain about the service received following a claim they made on their home insurance policy with Accredited Insurance (Europe) Ltd. Reference to Accredited includes its agents. For ease of reading, I’ll refer to Mrs A only in the decision, becau... (3 pages)View decision -
Decision Reference DRN-5394046
13 Mar 2025 Scottish Friendly Assurance Society Limited UpheldInvestmentsDRN-5394046 The complaint Mr L complains that Scottish Friendly Assurance Society Limited (‘SFAS’) gave him incorrect information about the surrender value of his investment bond. He says that he received c£27,000 more than he was expecting and as a consequence, this meant that he had t... (7 pages)View decision -
Decision Reference DRN-5319672
13 Mar 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5319672 The complaint Mr A is complaining that Monzo Bank Ltd hasn’t reimbursed him for payments he made to a scam. What happened Both parties are familiar with the circumstances of this complaint so I won’t go into detail here. In short, Mr A fell victim to a job scam in December 2... (3 pages)View decision -
Decision Reference DRN-5394173
13 Mar 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5394173 The complaint Ms R complains that Monzo Bank Ltd is unfairly holding her liable for the debt on a loan and money she lost as a result of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary... (5 pages)View decision -
Decision Reference DRN-5297568
13 Mar 2025 AXA PPP Healthcare Limited UpheldInsuranceDRN-5297568 The complaint Mrs B is unhappy with AXA PPP Healthcare Limited (AXA) because of issues accessing online account on her private medical insurance policy. She’s also unhappy with the delays caused by AXA regarding her ongoing treatment. What happened The background of this com... (3 pages)View decision
