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 365360 results
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Decision Reference DRN-5302841
4 Apr 2025 MP Payments UK Limited Not upheldBanking and PaymentsDRN-5302841 The complaint Mr B complains that MP Payments UK Limited (trading as Zing) closed his account without providing a proper explanation. He also says Zing should have given him more notice. What happened The detailed background of this complaint is well known to both parties. ... (3 pages)View decision -
Decision Reference DRN-5244682
4 Apr 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5244682 The complaint Miss K complains about the quality of a car she has been financing through an agreement with STARTLINE MOTOR FINANCE LIMITED (who I’ll call SMF). What happened Miss K took receipt of a used car in June 2024. She financed the deal through a hire purchase agreeme... (3 pages)View decision -
Decision Reference DRN-5455901
4 Apr 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5455901 The complaint Mr W complains that Halifax Ltd treated him unfairly when it closed his account after it said he’d been abusive in a local branch. What happened Mr W held a current account with Halifax. In September 2023, Mr W visited his local Halifax branch to undertake a t... (4 pages)View decision -
Decision Reference DRN-5298450
4 Apr 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5298450 The complaint Miss H complains that HSBC UK Bank Plc treated her unfairly when it failed to freeze interest and charges on her credit card as agreed. She also felt the bank’s customer service had been poor. What happened Miss H told us: She had a credit card with HSBC an... (4 pages)View decision -
Decision Reference DRN-4827214
4 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4827214 The complaint Mrs L complains that Revolut Ltd won’t refund the money she lost when she was the victim of a scam. What happened In late 2023, Mrs L came across an advert on a social media platform about investing in cryptocurrency. She followed a link in the advert to fill ... (4 pages)View decision -
Decision Reference DRN-5424784
3 Apr 2025 Assurant General Insurance Limited Not upheldInsuranceDRN-5424784 The complaint Mr R complains that his mobile phone insurance policy had been cancelled and that Assurant General Insurance Limited didn’t accept his claim. What happened Mr R took out insurance for a mobile phone. Assurant was the insurer. The policy was administered by ano... (3 pages)View decision -
Decision Reference DRN-5393552
3 Apr 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5393552 The complaint Miss I has complained that Capital One (Europe) plc unfairly reported negative information about her account to credit reference agencies (‘CRAs’). What happened In July 2024, Miss I contacted Capital One, to explain her financial situation. It agreed to give h... (2 pages)View decision -
Decision Reference DRN-5367945
3 Apr 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5367945 The complaint Mr F complains that Aviva Life & Pensions UK Limited (Aviva) didn’t inform him that his pension policy had matured when he reached 75. He said this error left him significantly worse off in retirement. What happened Mr F had an international personal pensio... (6 pages)View decision -
Decision Reference DRN-5380786
3 Apr 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5380786 The complaint Miss F has complained that Monzo Bank Ltd didn’t cancel her credit card with it, and her account was later defaulted. What happened Miss F took out a credit card with Monzo on 22 June 2019. She’s explained she did this by mistake. On 23 May 2022, she asked Monz... (2 pages)View decision -
Decision Reference DRN-5453145
3 Apr 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5453145 The complaint Mr C complaints that Revolut Ltd (‘Revolut’) did not refund a series of payments he lost to a job scam. Mr C is being represented, however, to keep things simple, I’ll refer to Mr C throughout this decision. What happened The background to this complaint is wel... (8 pages)View decision
