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-3953038
27 Jul 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3953038 The complaint Mr G has complained about Creation Consumer Finance Ltd’s (‘Creation’) response to a claim he made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’) and in relation to allegations of an unfair relationship taking in to account Section 140A (... (7 pages)View decision -
Decision Reference DRN-4933927
27 Jul 2024 Nationwide Building Society UpheldConsumer CreditDRN-4933927 The complaint Mr S complains that Nationwide Building Society irresponsibly approved two loans which were unaffordable. What happened Mr S says he applied for two Nationwide loans in 2021 and 2023 which were unaffordable. He says appropriate checks were not carried out and h... (3 pages)View decision -
Decision Reference DRN-4888945
27 Jul 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4888945 The complaint Mr R and Mr R complain that Nationwide Building Society has not transferred all of their direct debits following an account switch. What happened Mr R says he transferred their account to Nationwide using its switch process. He says four direct debits were not ... (2 pages)View decision -
Decision Reference DRN-4933054
26 Jul 2024 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-4933054 The complaint Mr E is unhappy that The Prudential Assurance Company Ltd mistakenly told him he was entitled to a tax-free lump sum from his pension What happened Mr E had two ‘section 32’ pension policies with Prudential. In 2022, in anticipation of Mr E reaching his 65 th b... (7 pages)View decision -
Decision Reference DRN-4933758
26 Jul 2024 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-4933758 The complaint Mr C complains that J.P. Morgan Europe Limited trading as Chase (‘Chase’) blocked his account and returned funds which had been sent to him when he sold cryptocurrency . He wants his account to be unlocked and his funds returned to him. What happened Mr C had ... (3 pages)View decision -
Decision Reference DRN-4800488
26 Jul 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4800488 Complaint Mr and Mrs T complain that Monzo Bank Ltd allowed one of its customers to receive fraudulent funds. Although this is a joint complaint, it was Mrs T who interacted with the scammer and so I’ve generally referred to her in the text of the decision. Background Mrs T ... (2 pages)View decision -
Decision Reference DRN-4718674
26 Jul 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4718674 The complaint Mr S complains Nationwide Building Society (“Nationwide”) made mistakes in opening an ISA account. What happened Mr S opened a fixed rate cash ISA with Nationwide (“FRISA”) online on 29 October 2023. He wanted to invest his annual ISA allowance of £20,000 funde... (3 pages)View decision -
Decision Reference DRN-4824376
26 Jul 2024 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-4824376 The complaint Mrs S complains about the way Accredited Insurance (Europe) Ltd (“Accredited”) handled a claim made under her home insurance policy. What happened In December 2022 Mrs S found that her home had flooded, so she made a claim to her insurer, Accredited. Accredited... (3 pages)View decision -
Decision Reference DRN-4865347
26 Jul 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-4865347 The complaint Miss M complains Advantage Insurance Company Limited took too long to close her motor insurance claim. Advantage’s been represented by agents for the claim and complaint. For simplicity I’ve generally referred to its agents’ actions as being its own. What hap... (2 pages)View decision -
Decision Reference DRN-4878331
26 Jul 2024 Zopa Bank Limited UpheldConsumer CreditDRN-4878331 The complaint Miss H has complained Zopa Bank Limited is holding her liable for a personal loan that was taken out fraudulently. What happened In early 2023 Miss H went to a party locally. She met a couple of blokes and was encouraged to help them out when they wanted to use... (3 pages)View decision
