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 371633 results
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Decision Reference DRN-4810844
9 Jun 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4810844 The complaint Mrs N complains that American Express Services Europe Limited (AESEL) charged her a £12 fee for a returned direct debit and provided her with misleading information. What happened On 26 October 2023 Mrs N made a manual payment of £10,000 to her AESEL credit card a... (2 pages)View decision -
Decision Reference DRN-4771780
9 Jun 2024 Zopa Bank Limited Not upheldConsumer CreditDRN-4771780 The complaint Miss G complains that Zopa Bank Limited (“Zopa”) defaulted her account and sold the debt to a third party. What happened Miss G applied for a loan with Zopa on 14 February 2020. The loan was for the sum of £20,000 with monthly repayments of £375.88 due on the 14 t... (2 pages)View decision -
Decision Reference DRN-4823162
8 Jun 2024 One Insurance Limited UpheldInsuranceDRN-4823162 The complaint Mr J complains about the way One Insurance Limited (“One Insurance”) has handled a claim under his motor insurance policy. What happened Mr J’s truck was broken into in 2023. He contacted his insurer, One Insurance, to make a claim. One Insurance instructed one of... (2 pages)View decision -
Decision Reference DRN-4714433
8 Jun 2024 Lendable Ltd Not upheldBanking and PaymentsDRN-4714433 The complaint Mr W complains that Lendable Ltd trading as Zable (“Zable”) declined his application for a credit card. What happened Mr W applied for a Zable credit card on 12 December 2023. His application was initially approved but subsequently declined. Mr W complained to Zab... (2 pages)View decision -
Decision Reference DRN-4842005
7 Jun 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4842005 The complaint Miss W complains about Lloyds Bank PLC treating her unfairly by dictating how she repays the debit balance on her bank account and not agreeing to her repayment offer. What happened I issued a provisional decision on 20 May 2024, and this is what I said: I’ve cons... (4 pages)View decision -
Decision Reference DRN-4675476
7 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4675476 The complaint Miss A complains about Monzo Bank Ltd. She says Monzo didn’t do enough to protect her when she became the victim of a scam and would like it to refund the money that was lost. What happened The details of what happened are well known to all parties, so I won’t rep... (4 pages)View decision -
Decision Reference DRN-4823452
7 Jun 2024 Tesco Underwriting Limited UpheldInsuranceDRN-4823452 The complaint Mr G complains that Tesco Underwriting Limited (“Tesco”) has increased his premium due to undisclosed claims. What happened Mr G took out a car insurance policy with Tesco. When he had an accident in 2023, he tried to make a claim. Tesco looked into things and sai... (2 pages)View decision -
Decision Reference DRN-4562165
7 Jun 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4562165 The complaint Mr M complains that Mitsubishi HC Capital UK Plc, trading as Novuna Vehicle Solutions, ended his hire agreement and left him without a car. What happened In August 2019 Mr M hired a car under a regulated hire agreement with Novuna. The minimum hire period was thre... (2 pages)View decision -
Decision Reference DRN-4753067
7 Jun 2024 U K Insurance Limited Not upheldInsuranceDRN-4753067 The complaint Ms B and Mr S complain about U K Insurance Limited’s (“UKI”) liability decision when handling a claim under their motor insurance policy. Ms B has acted as the main representative during the claim and complaint process. So, for ease of reference, I will refer to a... (3 pages)View decision -
Decision Reference DRN-4748711
7 Jun 2024 Santander UK Plc Not upheldMortgagesDRN-4748711 The complaint Miss A and Mr D complain that due to Santander UK Plc’s poor service the purchase of their home was delayed by around four weeks. To put matters right they want Santander to reimburse them one month’s worth of rent and storage costs, a total of £785. What happened... (3 pages)View decision
