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 380712 results
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Decision Reference DRN-4758667
24 Oct 2024 Startline Motor Finance Limited UpheldConsumer CreditDRN-4758667 The complaint Mr B has complained about the quality of a car he acquired, using finance provided by STARTLINE MOTOR FINANCE LIMITED (‘Startline’). What happened On 30 April 2023, Mr B entered into a finance agreement with Startline, for a used car. At this point, it was arou... (5 pages)View decision -
Decision Reference DRN-4733126
24 Oct 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4733126 The complaint Mr H complains that HSBC UK Bank Plc didn’t treat him fairly when he requested a refund for a car he’d paid for in part with his credit card. What happened Mr H paid a deposit of £257 on a used car with his HSBC credit card on 19 May 2023. He paid the balance ... (3 pages)View decision -
Decision Reference DRN-4527469
24 Oct 2024 ReAssure Life Limited Not upheldInvestmentsDRN-4527469 The complaint Mr K complains about the service he received from ReAssure Life Limited. In summary, he says that in August 2021 ReAssure’s literature persuaded him to switch his ‘medium to high risk’ funds within his pension to ‘low to minimal risk’ funds. However, since the... (5 pages)View decision -
Decision Reference DRN-4788445
24 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4788445 The complaint Mr W is unhappy that Monzo Bank Ltd won’t refund him the money he lost after he fell victim to an Authorised Push Payment (APP) scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summa... (3 pages)View decision -
Decision Reference DRN-4439999
24 Oct 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4439999 The complaint Mr D has complained about the way Creation Consumer Finance Ltd (“Creation”) responded to claims he’d made in relation to an alleged unfair relationship taking into account section 140A (“s.140A”) of the Consumer Credit Act 1974 (the “CCA”). Mr D has been repre... (5 pages)View decision -
Decision Reference DRN-5104547
24 Oct 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5104547 The complaint Mr and Mrs A’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (12 pages)View decision -
Decision Reference DRN-4837256
24 Oct 2024 Connells Limited Not upheldMortgagesDRN-4837256 The complaint Mr and Mrs S complain that Connells Limited did not deal with their product transfer application in a timely or professional way. As a result, they said they lost out on a lower interest rate for their mortgage. What happened Connells was giving Mr and Mrs S mo... (3 pages)View decision -
Decision Reference DRN-4989758
24 Oct 2024 Fairmead Insurance Limited UpheldInsuranceDRN-4989758 The complaint Mr G and Mrs G have complained about Fairmead Insurance Limited’s (Fairmead) decision to decline a claim made under their buildings insurance policy. Any references to Fairmead include their agents. What happened In September 2021, Mr G and Mrs G were having ... (3 pages)View decision -
Decision Reference DRN-5081527
24 Oct 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5081527 The complaint Mr B complains that Revolut Ltd won’t refund him the money he lost after he fell victim to an Authorised Push Payment (APP) scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary, ... (3 pages)View decision -
Decision Reference DRN-5085895
24 Oct 2024 Great Lakes Insurance SE Not upheldInsuranceDRN-5085895 The complaint Mr and Mrs O are unhappy that Great Lakes Insurance SE (Great Lakes) declined their travel insurance claim. Mr and Mrs O are being represented on this complaint. Any reference to Great Lakes includes all its agents. What happened Mr and Mrs O took out an annual... (3 pages)View decision
