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 380824 results
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Decision Reference DRN-4931709
16 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4931709 The complaint Ms V complains that Monzo Bank Ltd won’t refund her the money she lost after she 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 su... (4 pages)View decision -
Decision Reference DRN-5085178
16 Oct 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5085178 The complaint Mr J has complained about Creation Consumer Finance Ltd’s (‘Creation’) response to a claim he made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’) and in relation to allegations of an unfair relationship taking in to account Section 140A (... (7 pages)View decision -
Decision Reference DRN-5061382
16 Oct 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5061382 The complaint Mr B complains about HSBC UK Bank Plc’s service and delays when he made a global money transfer, which prevented him obtaining an immediate refund of his funds. What happened Having taken out a loan with HSBC, on 10 April 2024 Mr B credited his bank account in ... (3 pages)View decision -
Decision Reference DRN-5085093
16 Oct 2024 Aviva Insurance Limited UpheldInsuranceDRN-5085093 The complaint Mr G and Ms H complain about Aviva Insurance Limited’s (Aviva) handling and settlement of a claim made under their car insurance policy. What happened Mr G has a car insurance policy underwritten by Aviva. Ms H is a named driver on the policy, and the vehicle ... (4 pages)View decision -
Decision Reference DRN-4832465
16 Oct 2024 Zopa Bank Limited UpheldConsumer CreditDRN-4832465 The complaint Mr G complains that Zopa Bank Limited (Zopa) were unsupportive and showed no empathy when he contacted them about his financial difficulties. What happened In July 2023 Mr G’s hire purchase agreement with Zopa was terminated by them when Mr G fell into arrears.... (2 pages)View decision -
Decision Reference DRN-4777287
16 Oct 2024 Advantage Finance Ltd UpheldConsumer CreditDRN-4777287 The complaint Miss S complains about the quality of a car supplied to her by Advantage Finance Ltd (“Advantage Finance”). What happened Miss S acquired a used car under a 60 month hire purchase agreement with Advantage Finance in July 2022. The car cost £8,115. Under the agr... (5 pages)View decision -
Decision Reference DRN-4658845
15 Oct 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4658845 The complaint Miss M complains about the compensation that Nationwide Building Society has paid her following issues with a chargeback on her account. What happened Miss M made a payment of £319.99 from her Nationwide bank account for a fridge in September 2023 but, when she... (2 pages)View decision -
Decision Reference DRN-4856222
15 Oct 2024 Black Horse Limited UpheldConsumer CreditDRN-4856222 The complaint Mrs P complains that a car that was supplied to her under a hire purchase agreement with Black Horse Limited, trading as Land Rover Financial Services, wasn’t of satisfactory quality. What happened A used car was supplied to Mrs P under a hire purchase agreeme... (5 pages)View decision -
Decision Reference DRN-4476114
15 Oct 2024 Financial Options (Selby) Ltd Not upheldInvestmentsDRN-4476114 The complaint Ms D says she received unsuitable advice from an appointed representative of Financial Options (Selby) Ltd in 2021 to place £50,800 into an investment portfolio. What happened After advice and ongoing correspondence from an independent financial adviser (the ‘... (8 pages)View decision -
Decision Reference DRN-5051116
15 Oct 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5051116 The complaint Mr H complains that HSBC UK Bank Plc blocked his account and took too long to release his account balance. Mr H is also unhappy that HSBC closed his account. He says this caused him financial problems and he wants compensation. What happened The detailed backgr... (4 pages)View decision
