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 360264 results
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Decision Reference DRN-5059573
22 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5059573 The complaint Mrs S says Monzo Bank Ltd (“Monzo”), didn’t do enough to help when she fell victim to a scam. She says Monzo should reimburse the money she lost. What happened As both parties are familiar with the circumstances of this complaint, I’ve summarised them briefly ... (4 pages)View decision -
Decision Reference DRN-4732691
22 Oct 2024 Startline Motor Finance Limited UpheldConsumer CreditDRN-4732691 The complaint Ms C is unhappy that a car supplied to her under a hire purchase agreement with Startline Motor Finance was of an unsatisfactory quality. What happened In January 2023, Ms C was supplied with a used car through a hire purchase agreement with Startline. She paid... (5 pages)View decision -
Decision Reference DRN-4653120
22 Oct 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-4653120 The complaint Mr W complains that Tesco Personal Finance PLC trading as Tesco Bank didn’t block payments made with his credit card to a gambling site. He wants the payments refunded along with interest. What happened Mr W received a text message from a gambling website on 30... (3 pages)View decision -
Decision Reference DRN-5094163
22 Oct 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5094163 The complaint Mrs M has complained about how Liverpool Victoria Insurance Company Limited (LV) dealt with a claim under a home insurance policy. References to LV includes companies working on its behalf. What happened Mrs M contacted LV to make a claim when her home, inclu... (4 pages)View decision -
Decision Reference DRN-5058633
22 Oct 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5058633 The complaint Mrs P has complained on behalf of Mr P that Lloyds Bank PLC unfairly blocked his bank account. What happened Mr P opened a bank account with Lloyds to take advantage of an offer of a £175 switching bonus. There was a fee of £3 a month on the account unless £2,... (2 pages)View decision -
Decision Reference DRN-5080094
22 Oct 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5080094 The complaint Mr O complains about HSBC UK Bank Plc (“HSBC”) for reporting a default to credit reference agencies about his credit card. He wants HSBC to remove the default from his credit record and to pay him compensation for his financial effects and his distress and inco... (3 pages)View decision -
Decision Reference DRN-4742304
22 Oct 2024 Specialist Motor Finance Limited UpheldConsumer CreditDRN-4742304 The complaint Mrs M complains that charges levied by Specialist Motor Finance Limited (“SMF”) following her return of a car that was rejected due to it not being of a satisfactory quality are unfair. What happened Mrs M was supplied with a car by SMF under a hire purchase ag... (4 pages)View decision -
Decision Reference DRN-4939311
22 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4939311 The complaint Mr C is unhappy Monzo Bank Ltd won’t refund him the money he lost after he fell victim to an Authorised Push Payment (APP scam). What happened The details of this case have been clearly set out by our Investigator. As such the facts are well-known to all involv... (3 pages)View decision -
Decision Reference DRN-4998890
22 Oct 2024 Charterhouse Claims Limited Not upheldClaims ManagementDRN-4998890 The complaint Mr H complains about Charterhouse Claims Limited (“CCL”) and the service they provided, alongside the fee they have charged, when pursuing a claim for mis-sold lending. What happened The claim and complaint circumstances are well known to both parties. So, I do... (4 pages)View decision -
Decision Reference DRN-4936995
22 Oct 2024 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-4936995 The complaint Ms G complains that Shop Direct Finance Company Limited (SDFCL) hasn’t refunded her for a phone she returned. What happened Ms G bought a phone in July 2023 using her SDFCL account. She returned the phone sealed and not touched but she wasn’t provided with a re... (2 pages)View decision
