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 370904 results
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Decision Reference DRN-5241862
8 Jan 2025 Go Car Credit Limited Not upheldConsumer CreditDRN-5241862 The complaint Mrs D complains that a car acquired under a hire purchase (HP) agreement with Go Car Credit Limited (“Go Car Credit”) wasn’t of satisfactory quality when it was supplied to her. Mrs D has been represented in this complaint. But for ease of reading I will refer... (5 pages)View decision -
Decision Reference DRN-5165378
8 Jan 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5165378 The complaint Mr P complains that J P Morgan Europe Limited, trading as Chase, blocked access to his account. What happened Mr P had an account with Chase. On 6 June 2024, Chase placed restrictions on the account while it carried out a review. Over the days that followed, Mr... (2 pages)View decision -
Decision Reference DRN-5034513
8 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5034513 The complaint Mrs U complains that Monzo Bank Ltd didn’t initiate chargebacks on some transactions she made which turned out to be scams. What happened The circumstances surrounding this complaint are well known to the parties, so I’ll briefly summarise what I consider to b... (2 pages)View decision -
Decision Reference DRN-4664334
8 Jan 2025 Black Horse Limited UpheldConsumer CreditDRN-4664334 The complaint Miss L complains about the quality of a car she financed with Black Horse Limited (‘BH’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving disputes with m... (7 pages)View decision -
Decision Reference DRN-5206315
8 Jan 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5206315 The complaint Mrs S complains about the way Shop Direct Finance Company Limited trading as Littlewoods (‘Littlewoods’) administered her revolving credit account, which she says resulted in her being charged more than she expected. Mrs S wants Littlewoods to refund her £434.... (5 pages)View decision -
Decision Reference DRN-5220931
8 Jan 2025 Amtrust Europe Limited Not upheldInsuranceDRN-5220931 The complaint Mr G has complained that Amtrust Europe Limited (‘Amtrust’) unfairly declined his claim under an extended sofa warranty policy and of poor service. For the avoidance of doubt, the term ‘Amtrust’ includes reference to its agents and representatives. The term ‘Mr... (3 pages)View decision -
Decision Reference DRN-5226380
8 Jan 2025 Lloyds Bank PLC Not upheldConsumer CreditDRN-5226380 The complaint Mr H complains that Lloyds Bank PLC lent to him irresponsibly in that it approved a loan for him he could not afford. What happened Mr H took a loan from Lloyds in January 2023 which was for £1,661.46. This loan was to pay off his Lloyds credit card which had o... (3 pages)View decision -
Decision Reference DRN-5222861
8 Jan 2025 Tradex Insurance Company PLC Not upheldInsuranceDRN-5222861 The complaint Mr A complains that Tradex Insurance Company PLC has unfairly declined his claim under his commercial motor insurance policy. What happened Mr A is a taxi driver and held a commercial motor insurance policy with Tradex. On 15 December 2022 Mr A was involved i... (5 pages)View decision -
Decision Reference DRN-5243287
8 Jan 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5243287 The complaint Mr B and the estate of Mrs B complain that AXA PPP Healthcare Limited turned down a claim Mrs B made on a personal private medical insurance policy. What happened The background to this complaint is well-known to the parties. So I’ve simply set out a summary of... (4 pages)View decision -
Decision Reference DRN-5140234
8 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5140234 The complaint Mr L complains that Barclays Bank UK PLC blocked his current and his savings account. After access had been restored, it then closed both accounts. What happened Mr L had a current and a savings account with Barclays. On or about 14 March 2024 he tried to make ... (2 pages)View decision
