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 125299 results
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Decision Reference DRN-4980029
12 Nov 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4980029 The complaint A limited company, which I’ll refer to as ‘S’, is unhappy with the service it received from Lloyds Bank PLC surrounding statements for its Bounce Back Loan (“BBL”) S’s complaint is brought to this service by its director, whom I’ll refer to as ‘Miss D’. What ha... (3 pages)View decision -
Decision Reference DRN-5050144
12 Nov 2024 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-5050144 The complaint Mr T complains about how Fortegra Europe Insurance Company Ltd dealt with and settled a claim he made for damage to his sofas. What happened The background to this complaint and my initial conclusions were set out in my provisional decision dated 21 October 20... (7 pages)View decision -
Decision Reference DRN-5142436
12 Nov 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-5142436 The complaint Mr S complains that Marshmallow Insurance Limited wrongly removed his No Claims Discount (NCD) after he made a claim under his motor insurance policy. Marshmallow is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions o... (6 pages)View decision -
Decision Reference DRN-4834182
12 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4834182 The complaint Miss T complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money she lost when she fell victim to a scam. What happened Miss T was approached via a messaging app by someone who offered her a job opportunity with a company I’ll call H in this decision. The ... (3 pages)View decision -
Decision Reference DRN-5141343
12 Nov 2024 Bamboo Limited UpheldConsumer CreditDRN-5141343 The complaint Mr G says Bamboo Limited, trading as Bamboo Loans, irresponsibly lent to him. What happened Mr G took out a loan for £3,000 over 24 months in July 2022. The monthly repayments were £168.16. The total repayable was £4,037.22. Mr G says the loan was unaffordable.... (3 pages)View decision -
Decision Reference DRN-4809040
12 Nov 2024 N.I.I.B. Group Limited UpheldConsumer CreditDRN-4809040 The complaint Mr A’s complaint is that a car supplied to him under a hire purchase agreement (‘HPA’) with N.I.I.B. Group Limited trading as Northridge Finance (‘Northridge’) was not of satisfactory quality. He also complains about poor after sales service and lack of or dela... (5 pages)View decision -
Decision Reference DRN-5027156
12 Nov 2024 RCI Financial Services Limited UpheldConsumer CreditDRN-5027156 The complaint Mr M complains about a car acquired through a Hire Purchase agreement with RCI Financial Services Limited (‘RCI’). Mr M has had problems with the car and wants to hand it back. What happened Mr M acquired the vehicle in March 2022. It was brand new and cost £1... (5 pages)View decision -
Decision Reference DRN-5119064
12 Nov 2024 Markerstudy Insurance Company Limited UpheldInsuranceDRN-5119064 The complaint Mr M has complained about Markerstudy Insurance Company Limited. He isn’t happy about the way it settled liability following a claim under his motor insurance policy. What happened I looked at this case and provided my initial thoughts in my provisional decisio... (3 pages)View decision -
Decision Reference DRN-5121249
12 Nov 2024 National Savings and Investments UpheldBanking and PaymentsDRN-5121249 The complaint Mr M complains National Savings and Investments (NS&I) took several weeks to provide him with funds from his Premium Bond (PB) account and provided poor customer service. What happened Mr M explained he first contacted NS&I in early May 2024 to withdra... (3 pages)View decision -
Decision Reference DRN-4718413
12 Nov 2024 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-4718413 The complaint Mr A says J.P. Morgan Europe Limited trading as Chase (“Chase”) refuses to refund him for two ATM withdrawals he says shouldn’t have been debited from his account. What happened Mr A says he was abroad when he used his Chase card to try and withdraw money from ... (2 pages)View decision
