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-4694006
13 Dec 2024 Billing Finance Limited UpheldConsumer CreditDRN-4694006 The complaint Ms G is unhappy that a motorbike supplied to her under a hire purchase agreement with Billing Finance Limited (‘BFL’) was of an unsatisfactory quality. What happened In November 2022, Ms G was supplied with a used motorbike through a hire purchase agreement wi... (4 pages)View decision -
Decision Reference DRN-4926862
13 Dec 2024 Monzo Bank Ltd Not upheldConsumer CreditDRN-4926862 The complaint Mr P has complained that Monzo Bank Ltd are holding him liable for a loan he says he didn’t take out. What happened This complaint surrounds a loan which was taken out in October 2022, using Mr P’s registered device. The money was paid to his bank account, then... (2 pages)View decision -
Decision Reference DRN-5210408
13 Dec 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5210408 The complaint Mr M complains National Westminster Bank Plc (NatWest) won’t refund the money he says he lost to an Authorised Push Payment (APP) scam. What happened In late 2019, Mr M was introduced to an investment opportunity with a property development company, “H”. Betwee... (4 pages)View decision -
Decision Reference DRN-5210379
13 Dec 2024 First Holiday Finance Limited Not upheldConsumer CreditDRN-5210379 The complaint Mr and Mrs M complain that First Holiday Finance Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding ag... (18 pages)View decision -
Decision Reference DRN-5172073
13 Dec 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5172073 The complaint Mr C has complained about the way his motor insurer, Admiral Insurance (Gibraltar) Limited (‘Admiral’) dealt with a claim on his policy . What happened In January 2024 Mr C was involved in an accident where he collided with the back of another car. Mr C said t... (4 pages)View decision -
Decision Reference DRN-5097471
13 Dec 2024 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5097471 The complaint Mr K complains that Kroo Bank Ltd (Kroo) is refusing to refund him the amount he lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, Mr K said that he... (3 pages)View decision -
Decision Reference DRN-5212071
13 Dec 2024 London and Country Mortgages Ltd UpheldMortgagesDRN-5212071 The complaint Ms R and Mr R complain that London and Country Mortgages Ltd gave them incorrect information about whether an early repayment charge (ERC) would apply when they moved home. They say they are about £6,000 out of pocket and this was an extremely stressful experie... (3 pages)View decision -
Decision Reference DRN-5212223
13 Dec 2024 AWP P&C S.A. UpheldInsuranceDRN-5212223 The complaint Mr and Mrs P have complained that AWP P&C S.A. hasn’t fully settled a claim they made on a travel insurance policy. What happened Mr and Mrs P were on a trip abroad in April 2024 when Mr P became unwell and had to attend hospital. They paid for the treatme... (2 pages)View decision -
Decision Reference DRN-4780232
13 Dec 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4780232 The complaint Mrs K complains that TSB Bank Plc 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 TSB credit card. What happened Mrs K paid £2,891.26 using her TSB credit card for two rooms for a duration ... (3 pages)View decision -
Decision Reference DRN-5204965
13 Dec 2024 Westerby Trustee Services Limited UpheldPensions and AnnuitiesDRN-5204965 The complaint Mr E complains that Westerby Trustee Services Limited (‘Westerby’) failed to carry out sufficient due diligence into the introducer before accepting business from it and on the investment before accepting it into his Self-Invested Personal Pension (‘SIPP’), cau... (49 pages)View decision
