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 369228 results
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Decision Reference DRN-5302464
25 Feb 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5302464 The complaint Mr H, who is represented by Miss M, complains that Starling Bank Limited failed to properly pursue his chargeback request. What happened Mr H bought a VIP ticket for a concert from the merchant at a cost of £1,993.95. When he got to the venue he was refused ent... (2 pages)View decision -
Decision Reference DRN-5353632
25 Feb 2025 Blue Motor Finance Ltd UpheldConsumer CreditDRN-5353632 The complaint Miss I complains about the satisfactory quality of a car supplied to her using a hire purchase agreement with Blue Motor Finance Ltd (“BMFL”). What happened In October 2023, Miss I acquired a used car using a hire purchase agreement with BMFL. The sales invoic... (8 pages)View decision -
Decision Reference DRN-5262863
25 Feb 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5262863 The complaint Mr Y complains PayPal UK Ltd didn’t refund him for items he didn’t receive then permanently limited his account. What happened Mr Y ordered some items from a retailer and received an empty box. Mr Y raised a buyer protection claim with PayPal, but it refused ... (3 pages)View decision -
Decision Reference DRN-5288943
25 Feb 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5288943 The complaint Mr B complains that Nationwide Building Society did not make it clear that an account switch offer had been withdrawn. What happened In May 2024 Nationwide launched a current account online switch offer. The offer was advertised on the current accounts page on... (3 pages)View decision -
Decision Reference DRN-5353574
25 Feb 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5353574 The complaint Mr U complains that Liverpool Victoria Insurance company trading as LV have declined his claim and cancelled his policy due to undeclared modifications on the vehicle. What happened Mr U’s car was deemed a total loss following him driving it into flood water, ... (3 pages)View decision -
Decision Reference DRN-5353565
25 Feb 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5353565 The complaint Mr R complains that Moneybarn No. 1 Limited (“Moneybarn”) supplied him with a car that wasn’t of satisfactory quality at the point of supply. What happened In July 2023, Mr R acquired a used car using a conditional sale agreement with Moneybarn. The purchase p... (6 pages)View decision -
Decision Reference DRN-5351979
25 Feb 2025 Topaz Finance Limited Not upheldMortgagesDRN-5351979 The complaint Mr W had a buy-to-let mortgage with Topaz Finance Limited, trading as Rosinca Mortgages. He complains about how Rosinca treated him between February 2022 and December 2023 and, in particular, that: - it added excessive legal fees to, and failed to deduct payme... (5 pages)View decision -
Decision Reference DRN-5058178
25 Feb 2025 AXA XL Insurance Company UK Limited UpheldInsuranceDRN-5058178 The complaint B, a limited company, represented by its directors, has complained about the property’s insurer AXA XL Insurance Company UK Limited. B is complaining that whilst it made a subsidence claim in 2018, the claim and subsidence remain unresolved. What happened In ... (4 pages)View decision -
Decision Reference DRN-5336322
25 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5336322 The complaint Miss W complains that Monzo Bank Ltd (‘Monzo’) declined to reimburse over £2,000.00 that was lost when she fell victim to a cryptocurrency investment scam. What happened In the absence of any submissions from Monzo to this service, our investigator originally ... (5 pages)View decision -
Decision Reference DRN-5353501
25 Feb 2025 Usay Business Limited UpheldInsuranceDRN-5353501 The complaint Miss B complains that Usay Business Limited trading as Usay Compare mis-sold her a private medical insurance policy. What happened Miss B wanted to take out a private medical insurance policy. Usay recommended a policy which they said was suitable for her. A ra... (2 pages)View decision
