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 370149 results
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Decision Reference DRN-4803798
10 Dec 2024 Zopa Bank Limited UpheldConsumer CreditDRN-4803798 Complaint Miss F has complained about the quality of a car that Zopa Bank Limited (“Zopa”) supplied to her through a hire-purchase agreement. Background In April 2023, Zopa provided Miss F with finance for a used car. The car was just under nine years old and had completed ... (6 pages)View decision -
Decision Reference DRN-5141392
10 Dec 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5141392 Complaint Miss M has complained about a credit card Vanquis Bank Limited (“Vanquis”) provided to her. She says credit card was irresponsibly provided as it was unaffordable. Background Vanquis provided Miss M with a credit card with a limit of £500 in February 2019. One of... (3 pages)View decision -
Decision Reference DRN-5168510
10 Dec 2024 Madison CF UK Limited Not upheldBanking and PaymentsDRN-5168510 Complaint Mr B has complained about a credit card Madison CF UK Limited (trading as “118 118 Money”) provided to him. He says the credit card was irresponsibly provided to him as it was unaffordable. Background 118 118 Money provided Mr B with a credit card with an initial ... (3 pages)View decision -
Decision Reference DRN-5188301
10 Dec 2024 Zopa Bank Limited Not upheldConsumer CreditDRN-5188301 Complaint Mr D has complained about a personal loan Zopa Bank Limited (“Zopa”) which he says it unfairly lent to him. He says that this loan was provided when he already had significant existing debts and poor credit and he couldn’t afford to take on this extra commitment. ... (3 pages)View decision -
Decision Reference DRN-4643862
10 Dec 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4643862 The complaint Mrs S complains that Santander UK Plc (‘Santander’) won’t reimburse the money she lost when she says she fell victim to a scam. What happened The detailed background to this complaint is well known to both parties and was set out in the investigator’s view. So... (4 pages)View decision -
Decision Reference DRN-5199746
9 Dec 2024 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-5199746 The complaint Mr W complains about the decline of his claim made under his home (contents) insurance policy with Red Sands Insurance Company (Europe) Limited. What happened The background to this complaint is well known to Mr W and Red Sands. In my decision, I’ll focus mainl... (2 pages)View decision -
Decision Reference DRN-4908490
9 Dec 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4908490 The complaint A charity - which I’ll refer to as S, complains about how Royal & Sun Alliance Insurance Limited (‘RSA’) have responded to a claim made under a commercial property policy. RSA are the underwriters of this insurance policy. Much of this complaint is about th... (3 pages)View decision -
Decision Reference DRN-5140496
9 Dec 2024 Astrenska Insurance Limited UpheldInsuranceDRN-5140496 The complaint Mrs H complains that Astrenska Insurance Limited (trading as Collinson Insurance) should meet her claim on a mobile phone insurance policy. What happened On about 17 March 2024, Mrs H took out a policy to cover a mobile phone, including for theft. Astrenska wa... (3 pages)View decision -
Decision Reference DRN-5046757
9 Dec 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5046757 The complaint Mr S complains Monzo Bank Ltd unfairly applied an adverse fraud marker against him in 2022. Mr S says Monzo’s actions have caused him substantive distress and inconvenience as his main bank account has been closed and he is unable to get credit. What happened T... (5 pages)View decision -
Decision Reference DRN-5151070
9 Dec 2024 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5151070 The complaint Mr B complains that he wasn’t offered the representative rate when he applied for a personal loan with HSBC UK Bank Plc. What happened Mr B applied for a personal loan with HSBC which was advertised with a representative rate of 6.4%. As part of the application... (4 pages)View decision
