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 4385 results
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Decision Reference DRN-4660938
12 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4660938 The complaint Mr B complains that Monzo Bank Ltd won’t reimburse him after he fell victim to a scam What happened Both parties are aware of the circumstances surrounding this complaint, so I won’t repeat them in full here. But briefly, both parties accept that in February 2023,... (4 pages)View decision -
Decision Reference DRN-4951233
7 Aug 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-4951233 The complaint Mr M complains that Marshmallow Insurance Limited (“Marshmallow”) declined a claim and cancelled his car insurance policy. What happened Mr M had a motor insurance policy with Marshmallow covering his car. He bought the policy through a comparison website. In S... (4 pages)View decision -
Decision Reference DRN-5124263
6 Feb 2025 RCI Financial Services Limited Not upheldConsumer CreditDRN-5124263 The complaint Mr H complains about the quality of the car RCI Financial Services trading as Nissan Financial Services supplied him. Mr H says the car isn’t functioning as it should and wants to return the car and end his agreement with RCI. What happened Mr H entered into a... (4 pages)View decision -
Decision Reference DRN-3865681
23 Jan 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3865681 The complaint Mrs P complains that HSBC UK unfairly handled her claim for a refund of money she paid for a course. What happened Mrs P enrolled on a university course in August 2020, she used her HSBC credit card to make two payments for her tuition fees ... (4 pages)View decision -
Decision Reference DRN-4357656
16 Nov 2023 Revolut Ltd Not upheldBanking and PaymentsDRN-4357656 The complaint Miss S complains that Revolut Ltd failed to refund transactions made from her account that she didn’t recognise. What happened What Miss S says Miss S says she noticed her mobile phone had stopped working and believed this could have been because of an update to i... (4 pages)View decision -
Decision Reference DRN-2439648
21 Dec 2020 esure Insurance Limited UpheldInsuranceDRN-2439648 The complaint Mr V complains that esure Insurance Limited mishandled his claim on a motor insurance policy. What happened In April 2016, Mr V acquired a new car with a price of nearly £50,000.00. He paid a deposit of £6,500.00. For the balance of the purchase price, he entered ... (5 pages)View decision -
Decision Reference DRN4032066
21 Aug 2017 The Royal Bank of Scotland Plc Not upheldBanking and creditMr C complains about how The Royal Bank of Scotland Plc (RBS) handled his re-mortgage application.backgroundMr C and his former wife had a mortgage with a business in the RBS group. When they separated, it was agreed that Mr C would take over the mortgage and so he a... (3 pages)View decision -
Decision Reference DRN6671628
6 Jan 2016 Barclays Bank Plc Not upheldBanking and creditMr and Mrs R have complained that Barclays Bank Plc (Barclays) mis-sold two packaged bank accounts to them. They initially had an Additions packaged account they took out at some point between 1996 and 1998. They then upgraded this account to an Additions Plus account ... (4 pages)View decision -
Decision Reference DRN8616725
25 Feb 2020 UK Insurance Limited UpheldInsurance (excluding PPI)Mrs G has complained about U K Insurance Limited’s (UKI) handling of her car insurance policy.backgroundMrs G had car insurance with UKI. In October 2018, whilst Mrs G’s car was parked another car crashed into it. The damage was such that UKI said the car was a total loss because it was un... (3 pages)View decision -
Decision Reference DRN-3679591
30 Sep 2022 Ikano Bank AB (publ) Not upheldConsumer CreditDRN-3679591 The complaint Mr S complains that Ikano Bank AB (publ), has rejected the claim he made under section 75 of the Consumer Credit Act 1974 (“the Act”) in relation to a solar panel system he says was misrepresented to him by the supplier (which I’ll call “S”). Mr S is represented b... (5 pages)View decision
