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 367928 results
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Decision Reference DRN-4770921
31 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4770921 The complaint Mr A complains that Monzo Bank Ltd treated him unfairly when it dealt with a Chargeback claim he made. What happened Mr A booked a ticket in May 2023 through a travel merchant, T, for a flight in December using his Monzo debit card. In November Mr A said he had... (3 pages)View decision -
Decision Reference DRN-5085795
31 Oct 2024 Curve UK Limited Not upheldBanking and PaymentsDRN-5085795 The complaint Mr R complains that Curve UK Limited charged him £99.90 for a service which when he tries to use, they block the account or attempted transaction, causing him embarrassment and inconvenience. What happened Mr R says he paid £99.90 for a Curve subscription plan,... (4 pages)View decision -
Decision Reference DRN-5107144
31 Oct 2024 Phoenix Life Limited Not upheldInsuranceDRN-5107144 The complaint Mr S as trustee of the W Trust (Mr S) complained about the service received by Phoenix Life Limited (PL) when claiming on a life insurance policy. What happened The late Mr W took out a life insurance policy with PL in 1997. Mr W sadly passed away in October 20... (4 pages)View decision -
Decision Reference DRN-5067988
31 Oct 2024 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-5067988 Complaint Mr H complains that Specialist Motor Finance Limited (“SMF”) unfairly entered into a hire- purchase agreement with him. He’s said he shouldn’t have been lent to given his previous credit history. Background In July 2023, SMF provided Mr H with finance for a used c... (3 pages)View decision -
Decision Reference DRN-4898799
31 Oct 2024 Home Retail Group Card Services Limited Not upheldConsumer CreditDRN-4898799 The complaint Mr P complains that Home Retail Group Card Services Limited trading as Argos Financial Services have irresponsibly lent to him. Mr P is represented by a Claims Management Company in bringing this complaint. But for ease of reading, I’ll refer to any submission ... (4 pages)View decision -
Decision Reference DRN-5115912
31 Oct 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5115912 The complaint Mrs R says Bank of Scotland plc (trading as Halifax) irresponsibly lent to her. What happened Mrs R took out a credit card from Halifax in June 2009. She was given an initial limit of £1,300 that was decreased to £1,000 in October 2009. This was then increased ... (4 pages)View decision -
Decision Reference DRN-5054624
31 Oct 2024 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5054624 Complaint Miss M has complained that Shop Direct Finance Company Limited (trading as “Very”) irresponsibly provided her with a catalogue shopping account and limit increases despite the fact that they were unaffordable for her. She’s also complained that adverse information... (5 pages)View decision -
Decision Reference DRN-5065451
31 Oct 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-5065451 The complaint Mrs W has complained that Starling Bank Limited (“Starling”) hasn’t refunded what she lost after falling victim to an impersonation scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it here. But I’l... (3 pages)View decision -
Decision Reference DRN-5116837
31 Oct 2024 Covea Insurance plc UpheldInsuranceDRN-5116837 The complaint Mr H has complained about the handling of a claim under a property owners insurance policy by Covea Insurance Plc. What happened The insurance policy was taken out by the management company of the risk address where Mr H resides, for the benefit of the property... (2 pages)View decision -
Decision Reference DRN-5095525
31 Oct 2024 Aviva Life & Pensions UK Limited UpheldInsuranceDRN-5095525 The complaint Mr A is unhappy that Aviva Life & Pensions UK Limited declined a claim he made on his life insurance policy. He claimed for permanent and total disability due to visual impairment and sarcoidosis. What happened Mr A has a life insurance policy which also of... (4 pages)View decision
