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 360982 results
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Decision Reference DRN-4711587
14 May 2024 My Finance Club Limited Not upheldConsumer CreditDRN-4711587 The complaint Mr P complains that My Finance Club Limited (My Finance), lent to him without doing the right checks. Mr P says that he did not have a job at the time and also that it paid the loan proceeds into the incorrect bank account. What happened Mr P took one loan from My... (5 pages)View decision -
Decision Reference DRN-4604991
14 May 2024 The Mortgage Business Plc UpheldMortgagesDRN-4604991 The complaint Ms W complains that The Mortgage Business Plc, trading as TMB, didn’t tell her when she became solely liable for a mortgage that she had held jointly with her ex-husband following her ex-husband’s bankruptcy. As a result, she says she lost the opportunity to step ... (3 pages)View decision -
Decision Reference DRN-4489247
14 May 2024 National Savings and Investments Not upheldBanking and PaymentsDRN-4489247 The complaint Mr H complains that National Savings and Investments (NS&I) won’t allow him to renew his ‘Index-Linked Saving Certificate’ for a two-year term. Mr H also referred to poor service he received when using NS&I’s helpline. What happened Mr H wanted to renew hi... (3 pages)View decision -
Decision Reference DRN-4792114
14 May 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4792114 The complaint Mr S complains Revolut Ltd blocked his account and sent an amount back to source. Revolut then closed the account. Mr S would like the funds returned to him. What happened The detailed background of this complaint is well known to both parties. So, I’ll only provi... (3 pages)View decision -
Decision Reference DRN-4771990
14 May 2024 Monzo Bank Ltd Not upheldConsumer CreditDRN-4771990 Complaint Mr S has complained about a personal loan Monzo Bank Limited (“Monzo”) provided to him. He’s effectively said that the loan was unaffordable for him and so it should never have been provided in the first place. Background Mr S also complained about an overdraft which ... (3 pages)View decision -
Decision Reference DRN-4795643
14 May 2024 New Wave Capital Limited UpheldBanking and PaymentsDRN-4795643 The complaint Mr B complains about the actions of New Wave Capital Limited (trading as Capital on Tap) which have meant that he is being pursued for a debt owed by his company. What happened Mr B told us: His limited company which I’ll call ‘S’ took out a credit facility with ... (4 pages)View decision -
Decision Reference DRN-4736303
13 May 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4736303 The complaint Miss E and Miss M complain that AXA Insurance UK Plc (“AXA”) provided poor service and made unfair decisions in relation to a claim after their garden wall collapsed. Any reference to AXA in this decision includes its appointed agents. What happened The circumstan... (3 pages)View decision -
Decision Reference DRN-4697569
13 May 2024 esure Insurance Limited Not upheldInsuranceDRN-4697569 The complaint Miss Y complains esure Insurance Limited (esure) unfairly cancelled her motor insurance policy without giving her any notification about the cancellation. She further complains about the service she received. esure are the underwriters of this policy i.e. the insu... (3 pages)View decision -
Decision Reference DRN-4710661
13 May 2024 St James's Place UK plc UpheldPensions and AnnuitiesDRN-4710661 The complaint Mr P complains about St James’s Place’s (SJP) actions – which caused him significant stress and inconvenience – when his personal pension was erroneously transferred to a new provider. He says he had to spend a lot of time contacting SJP over several weeks trying ... (3 pages)View decision -
Decision Reference DRN-4471816
13 May 2024 Zopa Bank Limited Not upheldConsumer CreditDRN-4471816 The complaint Mrs S complains that a car acquired with finance from Zopa Bank Limited (“Zopa”) wasn’t of satisfactory quality. What happened In January 2023 Mrs S was supplied with a car and entered into a hire purchase agreement with Zopa. At the point of supply the car was ar... (3 pages)View decision
