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 381196 results
-
Decision Reference DRN-5119779
18 Nov 2024 Everyday Lending Limited Not upheldConsumer CreditDRN-5119779 The complaint Mrs W says Everyday Lending Limited (ELL) incorrectly told her the APR on her loan would drop after six months. What happened In November 2023 Mrs W applied for a loan via a broker that advertised a 49.9% APR. She was then invited to visit an ELL branch to prog... (3 pages)View decision -
Decision Reference DRN-4949831
18 Nov 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4949831 The complaint Miss A complains that Revolut Ltd hasn’t refunded payments made from her account when she fell victim to a safe account scam. What happened Miss A received a phone call saying her bank account was at risk. She was advised to open a new account with Revolut and ... (3 pages)View decision -
Decision Reference DRN-5098651
18 Nov 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5098651 The complaint Miss H has complained about how Admiral Insurance (Gibraltar) Limited (‘Admiral’) dealt with a claim under a home insurance policy. References to Admiral include companies acting on its behalf. What happened Miss H contacted Admiral to make a claim when her g... (3 pages)View decision -
Decision Reference DRN-4969999
18 Nov 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4969999 The complaint Mrs O complains HSBC UK Bank Plc (“HSBC”) failed to transfer her funds to a nominated account after she explained she couldn’t deposit the cheque it had issued to her previously. So Mrs O says HSBC caused undue delay. Mrs O says HSBC’s failings have caused her ... (2 pages)View decision -
Decision Reference DRN-5062604
18 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5062604 The complaint Mr S complains that Monzo Bank Ltd hasn’t refunded the money he lost when he fell victim to a scam. What happened In July 2023 Mr S noticed an item had been added to his basket on a shopping website. Mr S says he looked for a contact number for the shopping si... (4 pages)View decision -
Decision Reference DRN-5153729
18 Nov 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-5153729 The complaint Mr G complains about an overdraft account he took out with TSB Bank plc. What happened Mr G complains that TSB applied interest and charges to his overdraft account after he let it know he was in financial difficulty. TSB provided Mr G with a refund of all int... (3 pages)View decision -
Decision Reference DRN-5108815
18 Nov 2024 TSB Bank plc UpheldBanking and PaymentsDRN-5108815 The complaint Mr L complains TSB Bank plc (“TSB”) applied a default against him for his overdraft. And that it failed to support him in making a payment arrangement for the debt after it had decided to close his account and demanded full payment. Mr L says TSB’s actions caus... (7 pages)View decision -
Decision Reference DRN-4833529
18 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4833529 The complaint Mr S complains that Monzo Bank Ltd (Monzo) won’t refund him money he lost in a fake job scam. Mr S is represented by a third party, but for ease of reading, I’ll refer only to him. What happened The facts of this complaint are well known to both parties, so I... (3 pages)View decision -
Decision Reference DRN-5152994
18 Nov 2024 National Westminster Bank Plc UpheldConsumer CreditDRN-5152994 The complaint Mr N is unhappy with the service he’s received from National Westminster Bank Plc, trading as Ulster Bank, surrounding the defaulting of his account. What happened Mr N held a personal loan with Ulster Bank (“UB”) which fell into arrears. On 11 February, UB se... (4 pages)View decision -
Decision Reference DRN-4770059
18 Nov 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4770059 The complaint Mr J and Mrs B complain about how AXA Insurance UK Plc responded to a claim made under their home insurance policy. Much of Mr J and Mrs B’s dissatisfaction has arisen because of the actions of AXA’s appointed agents (contractors). As AXA accept they are respon... (3 pages)View decision
