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 370903 results
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Decision Reference DRN-4993968
30 Aug 2024 First Data Europe Limited UpheldBanking and PaymentsDRN-4993968 The complaint Mr L is a director of a limited company which I’ll call ‘W’. He complains on the company’s behalf about the service received from First Data Europe Limited (trading as Clover) when defending W against a chargeback. What happened For ease of understanding I’ve ... (5 pages)View decision -
Decision Reference DRN-4891230
30 Aug 2024 Wave Lending Limited Not upheldMortgagesDRN-4891230 The complaint Mr and Mrs C complain about the poor service and misinformation provided by Wave Lending Limited when they asked about reducing staggering their payments in advance of the sale of their buy to let property. What happened Mr and Mrs C had a buy to let mortgage w... (2 pages)View decision -
Decision Reference DRN-4857980
30 Aug 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4857980 The complaint Miss W complains that Monzo Ltd did not refund the £4,146.30 she says she lost to a scam. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them again in detail here. In summary, Miss W arranged to hire a marquee for ... (4 pages)View decision -
Decision Reference DRN-4991375
30 Aug 2024 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-4991375 The complaint Mrs W complains that The Co-operative Bank Plc (‘Co-op’) allowed unauthorised transactions to take place on her account. Co-op have refunded the disputed transactions and paid money in recognition of the distress and inconvenience caused, but Mrs W does not thi... (4 pages)View decision -
Decision Reference DRN-4866978
30 Aug 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4866978 The complaint Mr M complains that Royal & Sun Alliance Insurance Limited (“RSA”) wouldn’t respond to him when he complained about discrimination during claims he made under his motor insurance policy. What happened Mr M had a motor insurance policy with RSA covering his ... (3 pages)View decision -
Decision Reference DRN-4912068
30 Aug 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4912068 The complaint Mr M complains Santander UK PLC (“Santander”) refuses to refund him for transactions on his account he says he didn’t authorise. What happened Mr M, through his representative, has complained about several disputed payments made from his account to a third-part... (2 pages)View decision -
Decision Reference DRN-4993851
30 Aug 2024 HSBC UK Bank Plc UpheldMortgagesDRN-4993851 The complaint Mr and Mrs M’s complaint arises from their mortgage account held with HSBC UK Bank Plc. Their complaint is that, after discussing a payment plan with HSBC for their mortgage arrears and taking details of their income and expenditure (I&E), HSBC asked them ... (3 pages)View decision -
Decision Reference DRN-4977380
30 Aug 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4977380 The complaint Mr N complains about how Admiral Insurance (Gibraltar) Limited (“Admiral”) handled a claim under his motor insurance policy. What happened Mr N had a motor insurance policy with Admiral covering his car. In December 2023 his car was damaged when a third party c... (3 pages)View decision -
Decision Reference DRN-4767238
30 Aug 2024 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-4767238 The complaint Mr J complains about charges Mercedes-Benz Financial Services UK Limited (MBFS) asked him to pay after he had returned a van he had been hiring through a finance agreement with them. What happened Mr J took receipt of a new van in May 2020. He financed the deal... (3 pages)View decision -
Decision Reference DRN-4415057
30 Aug 2024 Prepay Technologies Ltd UpheldBanking and PaymentsDRN-4415057 The complaint Mr T complains that PrePay Technologies Limited (“Monese”) failed to refund transactions he didn’t recognise after his phone was stolen. What happened In the early hours of 25 February 2023, Mr T said his phone was stolen outside a train station after a night o... (8 pages)View decision
