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 360982 results
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Decision Reference DRN-5117353
31 Oct 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5117353 The complaint Mr C complains that HSBC UK Bank Plc (HSBC) charged a cash advance fee when he purchased foreign currency using his credit card account. What happened In March 2024, Mr C purchased currency using his credit card account. HSBC added a £15.11 cash advance fee to... (3 pages)View decision -
Decision Reference DRN-5111614
31 Oct 2024 First Central Underwriting Limited UpheldInsuranceDRN-5111614 The complaint Miss M is unhappy with the information First Central Underwriting Limited (First Central) have recorded on the Consumer Underwriting Exchange (CUE) regarding a claim on her motor insurance policy which she asked to be withdrawn. What happened In August 2022 Mis... (3 pages)View decision -
Decision Reference DRN-4724447
31 Oct 2024 Aviva Insurance Limited UpheldInsuranceDRN-4724447 The complaint Ms K complains that Aviva Insurance Limited (Aviva) has unfairly handled a subsidence claim under her buildings insurance policy. Any reference to Ms K or Aviva includes respective agents or representatives. What happened The background of this complaint is ext... (10 pages)View decision -
Decision Reference DRN-5034554
31 Oct 2024 Lloyds Bank PLC Not upheldConsumer CreditDRN-5034554 The complaint Mr H has complaint that Lloyds Bank PLC (“Lloyds”) didn’t conduct sufficient affordability checks before lending to him. Had it done so it would’ve seen he couldn’t have afforded his repayments. What happened Although Mr H has had more personal loans from Lloy... (4 pages)View decision -
Decision Reference DRN-4536302
31 Oct 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4536302 The complaint Mr O complains that a car acquired under a conditional sale agreement with Moneybarn No.1 Limited trading as Moneybarn (Moneybarn) wasn’t of satisfactory quality when it was supplied to him. What happened The parties are familiar with the background of this co... (4 pages)View decision -
Decision Reference DRN-5050627
31 Oct 2024 Retirement Line Limited Not upheldPensions and AnnuitiesDRN-5050627 The complaint Mr B complains that Retirement Line Limited (RLL) treated him unfairly. He made the following two complaint points: 1. RLL had asked the provider he was engaging with directly – provider C - to stop sending him revised quotes. He felt this action could’ve preve... (7 pages)View decision -
Decision Reference DRN-4944645
31 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4944645 The complaint Ms D has complained that Monzo Bank Ltd won’t refund the money she lost after falling victim to a scam. Ms D is represented by a claims management company. For simplicity I will refer to Ms D throughout this decision, even when referencing what her representat... (4 pages)View decision -
Decision Reference DRN-5088232
31 Oct 2024 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5088232 The complaint Mr L complains that J.P. Morgan Europe Limited trading as Chase (“Chase”) failed to refund transactions he didn’t recognise. What happened Mr L believes he was given something that affected his behaviour (without his knowledge) during a night out and was then c... (4 pages)View decision -
Decision Reference DRN-4929507
31 Oct 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4929507 The complaint Ms S complains about AXA Insurance UK Plc has unfairly declined her buildings insurance claim. All references to AXA also include its appointed agents. What happened Below is intended to be a summary of the key events that form this complaint. It does not there... (3 pages)View decision -
Decision Reference DRN-5080793
31 Oct 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5080793 The complaint Mrs P is unhappy HSBC UK Bank Plc won’t reimburse her for the money she lost when she fell victim to a scam. What happened Mrs P was contacted by an individual on social media in September 2022. Over a period of a few weeks, she’s said that she began to chat w... (3 pages)View decision
