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
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Decision Reference DRN-5044642
24 Oct 2024 esure Insurance Limited Not upheldInsuranceDRN-5044642 The complaint Mr W complains that esure Insurance Limited mishandled his claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a large estate car, made by a premium brand manufacturer and first registered in lat... (4 pages)View decision -
Decision Reference DRN-4953305
24 Oct 2024 Ikano Bank AB (publ) UpheldConsumer CreditDRN-4953305 The complaint Mr A complains about the way in which Ikano Bank AB handled his claim under section 75(1) of the Consumer Credit Act 1974 (“section 75”) following problems he had with a newly-built conservatory. The complaint has largely been pursued by Mr A’s wife, so where I... (4 pages)View decision -
Decision Reference DRN-5104775
24 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5104775 The complaint Mrs V complains Monzo Bank Ltd didn’t do enough to protect her when she fell victim to a job scam. What happened Mrs V has an account with Monzo. She has accounts with three other businesses too, who I’ll refer to as “H”, “W” and “R” throughout the rest of this... (3 pages)View decision -
Decision Reference DRN-4854945
24 Oct 2024 Prepay Technologies Ltd Not upheldBanking and PaymentsDRN-4854945 The complaint Mr A complains Prepay Technologies Ltd, principal of Suits Me Ltd, blocked and closed his account without notice nor explanation. Mr A says Prepay has discriminated against him based on his nationality. Mr A says Prepay’s actions have caused him financial loss,... (3 pages)View decision -
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
