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 366874 results
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Decision Reference DRN-4682420
26 Apr 2024 Wakam Not upheldInsuranceDRN-4682420 The complaint Mr U complains that Wakam mishandled his car insurance policy. What happened Mr U had a car, first registered in about 2006. For the year from 9 July 2023, Mr U took out a policy for the car. The policy was branded with the name of an insurance intermediary. The i... (4 pages)View decision -
Decision Reference DRN-4634775
26 Apr 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4634775 The complaint Mr R complains that Monzo Bank Ltd did not refund a series of payments he lost to a scam. What happened Mr R was looking to hire a luxury car for a family member’s wedding. He found a company I’ll call ‘X’ on a social media site and contacted them. He made the fol... (3 pages)View decision -
Decision Reference DRN-4729533
26 Apr 2024 FirstRand Bank Limited Not upheldConsumer CreditDRN-4729533 Complaint Mr B complains that FirstRand Bank Limited (trading as “MotoNovo” Finance) unfairly entered into a hire-purchase agreement with him. He’s said the payments to his agreement were unaffordable. Background In January 2016, MotoNovo provided Mr B with finance for a used c... (3 pages)View decision -
Decision Reference DRN-4730982
26 Apr 2024 PayrNet Limited UpheldBanking and PaymentsDRN-4730982 The complaint A charity I’ll call L complains that PayrNet Limited (Pockit) blocked then closed its account, and declined to return the account balance. L is represented by Mrs M. What happened On 9 December 2021, Mrs M noticed L’s account had been blocked. She tried to contact... (4 pages)View decision -
Decision Reference DRN-4524410
26 Apr 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4524410 The complaint Mr B has complained that Monzo Bank Ltd “Monzo” froze and then closed his account without giving any notice or any reason why it had done so. What happened Mr B has held an account with Monzo since 22 August 2020. On 19 July 2023 his account was frozen and closed ... (2 pages)View decision -
Decision Reference DRN-4767060
26 Apr 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4767060 The complaint Ms T complains that Santander UK Plc didn’t do enough to protect her from the financial harm caused by an investment scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well known to... (6 pages)View decision -
Decision Reference DRN-4765523
26 Apr 2024 Tandem Personal Loans Ltd Not upheldConsumer CreditDRN-4765523 The complaint Mrs T complains about the sale of a timeshare that was funded through an agreement with Honeycomb Finance Ltd. The account was acquired by Oplo PL Ltd in August 2022. For ease I will refer to Oplo as the provider of credit in this agreement. Mrs T has brought her ... (3 pages)View decision -
Decision Reference DRN-4746527
26 Apr 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4746527 Complaint Mr M is unhappy that Monzo Bank Ltd didn’t reimburse him after he fell victim to a scam. Background In August 2023, Mr M fell victim to a scam. He’d been looking for work and shared his CV with a recruiter. Shortly afterwards, he was contacted by someone who offered h... (2 pages)View decision -
Decision Reference DRN-4245814
26 Apr 2024 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-4245814 The complaint Mr T complains about how The National Farmers' Union Mutual Insurance Society Limited (NFU) handled a claim he made on his motor insurance policy after he was involved in a road traffic accident. What happened Mr T held a motor insurance policy with NFU. When... (2 pages)View decision -
Decision Reference DRN-4766958
26 Apr 2024 Starling Bank Limited UpheldBanking and PaymentsDRN-4766958 The complaint Miss D is unhappy that Starling Bank Limited (Starling) won’t refund the money she lost after falling victim to a safe account scam. What happened I issued my provisional decision on this complaint on 28 March 2024. I wanted to give both sides a chance to provide ... (7 pages)View decision
