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 121876 results
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Decision Reference DRN-5291741
28 Jan 2025 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-5291741 The complaint Mr D is unhappy that a car supplied to him under a conditional sale agreement with Toyota Financial Services (UK) Plc (“Toyota”) was of an unsatisfactory quality. When I refer to what Mr D has said and what Toyota has said, it should also be taken to include t... (6 pages)View decision -
Decision Reference DRN-5271762
28 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5271762 The complaint Mr A is unhappy with the service he received from Monzo Bank Ltd surrounding a payment that he made. What happened Mr A has a credit account with Monzo. In May 2024, Mr A contacted Monzo and explained that he was experiencing mental health issues which had impa... (3 pages)View decision -
Decision Reference DRN-5041886
28 Jan 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5041886 The complaint Miss R complains about how Healthcare Finance Limited (‘HFL’) responded to a claim she made to it in respect of dental treatment she paid for using the fixed sum loan it provided. What happened While I might not comment on everything (only what I consider key) ... (6 pages)View decision -
Decision Reference DRN-5292028
28 Jan 2025 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-5292028 The complaint Mr L complains that Phoenix Life Limited trading as Standard Life incorrectly processed investment switches within his personal pension plan (PPP), causing him losses and inconvenience. He wants compensation for the losses and a full explanation of what went wr... (5 pages)View decision -
Decision Reference DRN-5002268
28 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5002268 The complaint Mr C has complained that Revolut Ltd hasn’t refunded the funds he says he lost to an investment scam What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions o... (8 pages)View decision -
Decision Reference DRN-5037981
28 Jan 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5037981 The complaint Mr L and Mrs L complain about AXA Insurance UK Plc’s (“AXA”) handling of their claim under their home insurance policy. Mrs L has acted as the main representative during the claim and complaint process. So, for ease of reference, I will refer to any actions ta... (3 pages)View decision -
Decision Reference DRN-5216883
28 Jan 2025 Canada Square Operations Limited UpheldBanking and PaymentsDRN-5216883 The complaint Mrs H complains that Canada Square Operations Limited (“Canada Square”) irresponsibly provided her with two credit cards. What happened Mrs H took out two credit cards with Canada Square in 2002. Account 1 was taken out in July 2002 with an initial credit limi... (4 pages)View decision -
Decision Reference DRN-5289348
28 Jan 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5289348 The complaint Ms K complains about what happened when she went to a branch, and asked National Westminster Bank Plc to transfer a large amount of money out of her account, to her solicitors. Ms K said she had her passport and other ID, but NatWest wouldn’t accept it. What ha... (3 pages)View decision -
Decision Reference DRN-5289013
28 Jan 2025 Nationwide Building Society UpheldMortgagesDRN-5289013 The complaint Mr and Mrs V complain that Nationwide Building Society made unreasonable requests for more information about recent building work, before it would decide whether to increase their mortgage lending, and delayed in telling them exactly what documentation it neede... (7 pages)View decision -
Decision Reference DRN-5142942
28 Jan 2025 CROWD PROPERTY LIMITED UpheldBanking and PaymentsDRN-5142942 The complaint This complaint is brought by Ms B in her capacity as a director of a limited company I will refer to as J Ltd. The complaint is against Crowd Property Limited (CPL). Ms B says that CPS unfairly charged interest on a tranche of borrowing that J Ltd neither reque... (3 pages)View decision
