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 362712 results
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Decision Reference DRN-4668535
19 Mar 2024 U K Insurance Limited Not upheldInsuranceDRN-4668535 The complaint Mr S complained that U K Insurance Limited (“UKI”) unfairly declined part of his claim under his home insurance policy. What happened Mr S appointed an expert to review damage that he’d noticed to his property. After an investigation the expert produced a report t... (2 pages)View decision -
Decision Reference DRN-4419765
19 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4419765 The complaint Miss C has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened In 2022 Miss C was told by Monzo that they were closing her account. They also lodged a fraud-related marker on her record with CIF... (2 pages)View decision -
Decision Reference DRN-4631407
19 Mar 2024 UK Credit Limited UpheldConsumer CreditDRN-4631407 The complaint Mr B, through a representative, says UK Credit Limited lent to him irresponsibly. What happened Mr B took out a guarantor loan from UK Credit in March 2018. It was for £1,000 over 18 months. The monthly repayment was £82.34 and the total repayable was £1,482.12. I... (3 pages)View decision -
Decision Reference DRN-4659267
19 Mar 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4659267 The complaint Mr R has complained Barclays Bank UK PLC won’t refund money for a payment he didn’t authorise. What happened In October 2023 Mr R noticed a transaction on his account he didn’t recognise. This was for £1,000 to a cryptocurrency company. He complained to Barclays. ... (2 pages)View decision -
Decision Reference DRN-4508685
19 Mar 2024 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4508685 The complaint Mr H has complained about the quality of a car he acquired under a conditional sale agreement with Santander Consumer (UK) plc T/A MG Motor Financial Services (SCUK). What happened To summarise, Mr H acquired a new car for £27,040 under a four-year conditional sal... (4 pages)View decision -
Decision Reference DRN-4689529
19 Mar 2024 Santander UK Plc UpheldMortgagesDRN-4689529 The complaint This complaint has been bought on behalf of A, a limited company, by its director. I’ll refer to the director as Ms F. Ms F says Santander UK Plc made errors when calculating capital repayments for A’s business loan. She asks for compensation and a better interest... (3 pages)View decision -
Decision Reference DRN-4439877
19 Mar 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4439877 The complaint Mr G complains that HSBC UK Bank Plc (“HSBC”) failed to prevent the use of his identity for fraudulent applications which adversely affected his credit report. What happened Mr G reported that he first noted a problem with his financial situation when he saw two c... (5 pages)View decision -
Decision Reference DRN-4595401
19 Mar 2024 esure Insurance Limited Not upheldInsuranceDRN-4595401 The complaint Mr L has complained about the way esure Insurance Limited handled his request for assistance following a breakdown under his car insurance policy, its refusal to meet a claim and its request for an outstanding premium. Mr L says esure told him to scrap his car. Wh... (3 pages)View decision -
Decision Reference DRN-4470526
19 Mar 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4470526 The complaint Mr W complains that Revolut Ltd (“Revolut”) won’t refund around £200,000 he lost to an investment scam beginning in December 2022. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief summary... (3 pages)View decision -
Decision Reference DRN-4655477
19 Mar 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-4655477 The complaint Mr M complains that Tesco Personal Finance PLC trading as Tesco Bank failed to close his account when he requested this. He says that this has impacted on his credit file. What happened Mr M held a credit card account with Tesco Bank. On 15 October 2020 Mr M sent ... (2 pages)View decision
