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 367300 results
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Decision Reference DRN-4632181
27 Nov 2024 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-4632181 The complaint Mr D complains that J.P. Morgan Europe Limited trading as Chase (‘Chase’) won’t refund the money he lost after falling victim to a scam. What happened In May 2023, Mr D was looking for a smart watch and found one on an online marketplace. Mr D saw several pic... (3 pages)View decision -
Decision Reference DRN-5172683
27 Nov 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5172683 The complaint Miss A complains Lloyds Bank PLC unfairly closed her bank accounts. Miss A also complains that Lloyds did not communicate with her clearly. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key po... (4 pages)View decision -
Decision Reference DRN-5163137
27 Nov 2024 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5163137 Complaint Mr W has complained about a loan Creation Consumer Finance Ltd (“Creation”) provided to him. He says the loan was unaffordable and so shouldn’t have been provided to him. Background Creation provided Mr W with a loan for £7,500.00 in June 2018. This loan had an AP... (3 pages)View decision -
Decision Reference DRN-4749744
26 Nov 2024 Contis Financial Services Limited UpheldBanking and PaymentsDRN-4749744 The complaint Miss E complains that Contis Financial Services Limited trading as Solaris didn’t do enough to help her when she told it about a dispute she had with a merchant over services paid for using her Solaris debit card. What happened Miss E purchased flights from a ... (3 pages)View decision -
Decision Reference DRN-5133229
26 Nov 2024 Zopa Bank Limited Not upheldConsumer CreditDRN-5133229 The complaint Mr W complains that Zopa Bank Limited offered him a pre-approved loan with a guaranteed APR of 10.5% but once his application was approved the APR was 10.7%. What happened On 4 July 2024 Mr W obtained quotes via a comparison website for a pre-approved loan of £... (3 pages)View decision -
Decision Reference DRN-4908526
26 Nov 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4908526 The complaint Mr M complains Wise Payments Limited trading as Wise didn’t do enough to protect him when he fell victim to a job scam. What happened Mr M had an account with Wise which he opened in March 2020. His account has since been closed. Mr M says she was contacted by ... (2 pages)View decision -
Decision Reference DRN-4984814
26 Nov 2024 Specialist Motor Finance Limited UpheldConsumer CreditDRN-4984814 The complaint Mr P complains about a car he acquired with credit provided by Specialist Motor Finance Limited (“SMF”). What happened In June 2023 Mr P entered into a regulated hire purchase agreement with SMF to finance his purchase of a used car. He paid a deposit of £100. ... (4 pages)View decision -
Decision Reference DRN-5169785
26 Nov 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-5169785 The complaint Mr W has complained about Advantage Insurance Company Limited’s handling of a windscreen claim under his car insurance policy. What happened Mr W had a comprehensive car insurance policy with Advantage, including cover for windscreen damage. Mr W made a claim f... (3 pages)View decision -
Decision Reference DRN-5123085
26 Nov 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5123085 The complaint Mr C complains about a fixed sum loan agreement with Mitsubishi HC Capital UK plc, trading as Novuna Personal Finance, that he used to pay for some fitted furniture. What happened Mr C entered into a fixed sum loan agreement with a lender that it now known as N... (3 pages)View decision -
Decision Reference DRN-4982438
26 Nov 2024 Financial Administration Services Limited Not upheldInvestmentsDRN-4982438 The complaint Mr B is unhappy with Financial Administration Services Limited (FASL). Mr B had a Regular Savings Plan (RSP) payment going every month into his son’s Junior ISA (JISA). The payment was cancelled, and Mr B is unhappy about the cancellation and the loss of invest... (3 pages)View decision
