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 4269 results
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Decision Reference DRN-4407543
21 Dec 2023 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4407543 The complaint Mr W has complained about the way Lloyds Bank PLC handled a claim he made in relation to a car he paid for in part using a credit card. What happened Mr W purchased a used car for £3,795 in December 2020 from a car dealer. He paid £795 of this using his Lloyds cre... (4 pages)View decision -
Decision Reference DRN9953260
24 May 2019 RAC Insurance Limited UpheldInsurance (excluding PPI)Ms S complains about the service she received following a claim against herEuropean motor breakdown cover provided by RAC Insurance Limited.backgroundThe background to this complaint was set out in my provisional decision of 2 May 2019, an extract of which is attache... (5 pages)View decision -
Decision Reference DRN-2050309
19 Aug 2020 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-2050309The complaintMr G complains that he’s been unable to access online banking for his new account withHSBC UK Bank Plc.What happenedIn early September 2019, Mr G opened a new student account with HSBC. He tried toregister for online banking, and found out that HSBC would have to se... (4 pages)View decision -
Decision Reference DRN-5203195
13 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5203195 The complaint Mr M has complained that Monzo Bank Ltd (“Monzo”) failed to protect him from falling victim to a job-based scam, and hasn’t refunded the money he lost. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it... (4 pages)View decision -
Decision Reference DRN-4018837
27 Mar 2023 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4018837 The complaint Mr C complains about Royal & Sun Alliance Insurance Limited (RSA) and the decision to cancel his motor insurance policy. What happened On 4 August 2022, Mr C took out a motor insurance policy underwritten by RSA. This policy was reviewed by RSA and in mid-Sept... (3 pages)View decision -
Decision Reference DRN5049952
26 Jan 2016 Barclays Bank Plc Not upheldBanking and creditMr T has complained that Barclays Bank Plc (“Barclays”) mis-sold him Additions Plus and Premier Life (twice) packaged bank accounts in 2008 and 2010. He’s also complained about the sale of a ‘Tech Pack’ feature store package that was sold in 2013.backgroundMr T also ... (4 pages)View decision -
Decision Reference DRN-2933740
26 Jul 2021 Skrill Limited UpheldBanking and PaymentsDRN-2933740 The complaint Mr K complains about an exchange applied to a transaction with Skrill Limited. He said that there should’ve been no need to exchange this currency. What happened The Skrill service is an electronic money service, which allows users to hold balances (effectively, ... (4 pages)View decision -
Decision Reference DRN-2204929
18 Nov 2020 Ageas Insurance Limited Not upheldInsuranceDRN-2204929 The complaint Mrs M complains that Ageas Insurance Limited wrongly avoided her motor insurance policy on the basis that she’d misrepresented the facts when she took it out. What happened Mrs M bought the policy through a broker (“firm A”) in January 2019 and it was renewed in J... (4 pages)View decision -
Decision Reference DRN-4739190
24 Jun 2024 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4739190 The complaint Miss E complains about a car she got under a conditional sale credit agreement with Santander Consumer (UK) Plc trading as Santander Consumer Finance. The car has broken down with significant engine failure, which Miss E believes was due to the car not being of sa... (4 pages)View decision -
Decision Reference DRN-4147340
23 May 2023 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-4147340 The complaint Mr E complains about the charges Mercedes-Benz Financial Services UK Limited (“MBFS”) applied when he returned a car after his hire agreement ended. What happened Mr E entered into a hire agreement in September 2019. Mr E says he’s unhappy with the end of contract... (4 pages)View decision
