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 367928 results
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Decision Reference DRN-4682391
27 Mar 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4682391 The complaint Mrs and Mr R are unhappy that Santander UK Plc (“Santander”) has decided not to refund them after they say they were the victims of a scam. What happened Mrs and Mr R made multiple payments to an acquaintance of theirs, who for the purposes of this decision I will... (5 pages)View decision -
Decision Reference DRN-4623209
27 Mar 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-4623209 The complaint Miss G complained about the length of time and the consequent lack of contact from Marshmallow Insurance Limited when she made a claim on her motor policy following an accident. References to Marshmallow includes all its agents repairers and other intermediaries. ... (3 pages)View decision -
Decision Reference DRN-4569139
27 Mar 2024 Secure Trust Bank Plc Not upheldConsumer CreditDRN-4569139 The complaint Miss J complains about the quality of a used car that was supplied through a hire purchase agreement with Secure Trust Bank Plc trading as Moneyway (STB). Miss J has been represented on this complaint. But to keep things simple I’ll only refer to Miss J in my deci... (4 pages)View decision -
Decision Reference DRN-4638063
27 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4638063 The complaint Mr M complains that Monzo Bank Ltd did not refund a payment of £307.90 he lost to a scam. What happened Mr M found a camera for sale on an online marketplace for £300 and agreed to purchase it. He transferred a total of £307.90 which also included postage costs. W... (3 pages)View decision -
Decision Reference DRN-4667691
27 Mar 2024 Close Asset Management Limited Not upheldInsuranceDRN-4667691 The complaint Mr M’s complained that Close Asset Management Limited, trading as Close Brothers, sold him a life and critical illness policy which wasn’t suitable for his needs, and he was never provided with the terms and conditions. Mr M has been represented in his complaint b... (3 pages)View decision -
Decision Reference DRN-4523275
27 Mar 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-4523275 The complaint Miss M complains that Vanquis Bank Limited sold her debt. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving my reasons for my decision. What I’ve decided – and why I’ve con... (2 pages)View decision -
Decision Reference DRN-4712015
27 Mar 2024 Sumup Payments Limited UpheldBanking and PaymentsDRN-4712015 The complaint A charity, which I will call T, complaints about SumUp Payments Limited. T’s representatives say that in July 2022, the card payment system SumUp provided stopped working – causing losses of tens of thousands of pounds. What happened T’s representatives told us: ... (9 pages)View decision -
Decision Reference DRN-4491126
27 Mar 2024 London Community Credit Union Limited UpheldBanking and PaymentsDRN-4491126 The complaint Miss G complains London Community Credit Union won’t refund transactions on her account which she says didn’t authorise. What happened In early September 2022 Miss G said she used her card at a cash machine, and it wasn’t returned to her. After this she noted frau... (3 pages)View decision -
Decision Reference DRN-4585982
27 Mar 2024 U K Insurance Limited UpheldInsuranceDRN-4585982 The complaint Mr W complains that UK Insurance Limited, trading as Darwin(‘Darwin’) did not fairly apply its no-claims discount to his motor insurance policy. What happened Mr W says he took a motor insurance policy out with Darwin on 16 March 2023 and declared he had eight yea... (3 pages)View decision -
Decision Reference DRN-4527735
27 Mar 2024 Goldman Sachs International Not upheldBanking and PaymentsDRN-4527735 The complaint Mr D complains that Goldman Sachs International (GSI) won’t refund money he lost in an investment scam. What happened What Mr D says: Mr D had a brokerage account with GSI. It was for the purpose of carrying out investments in securities, foreign exchange and equi... (4 pages)View decision
