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 369228 results
-
Decision Reference DRN-5388249
9 Apr 2025 Inclusive Finance Limited Not upheldConsumer CreditDRN-5388249 The complaint Mr K is unhappy that Inclusive Finance Limited, trading as Creditspring, contacted him requesting payment when he was in a Mental Health Crisis Breathing Space arrangement. What happened Mr K had a credit facility with Creditspring and was in a Mental Health Cr... (3 pages)View decision -
Decision Reference DRN-5451236
9 Apr 2025 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5451236 The complaint Mr Y complains that HSBC UK Bank Plc failed to take steps to remove entries from his credit file arising from a personal loan fraudulently taken out in his name. What happened A current account and personal loan were taken out with HSBC by a fraudster using Mr ... (4 pages)View decision -
Decision Reference DRN-5462739
9 Apr 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5462739 The complaint Mrs H has complained about the way Ageas Insurance Limited handled her claim under her motor policy which in turn raised her premium. What happened Mrs H said her car was damaged when she hit a pothole. When she realised the costs of repairing the damage, she ... (3 pages)View decision -
Decision Reference DRN-5291695
9 Apr 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5291695 The complaint Mr B complains Monzo Bank Ltd recorded a marker against him at Cifas, a national fraud database. He doesn’t think it’s treated him fairly. What happened A summary of what happened is below. Mr B had an account with Monzo. On 4 August 2023, it was credited with... (3 pages)View decision -
Decision Reference DRN-5350343
9 Apr 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5350343 The complaint Mr J says AXA Insurance UK Plc made the wrong decision about liability when he claimed on his motor insurance policy, leading to higher premiums, and that it provided poor service. What happened Mr J said he’d stopped his car on the main road to perform a thre... (2 pages)View decision -
Decision Reference DRN-5465042
9 Apr 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5465042 The complaint Mr R complains about how National Westminster Bank Public Limited Company (NatWest) dealt with his claim for money back, in relation to a car bought on his credit card. Mr R is represented in bringing this complaint by his daughter, for ease I’ll refer to all ... (3 pages)View decision -
Decision Reference DRN-5266925
9 Apr 2025 Lenvi Servicing Limited Not upheldMortgagesDRN-5266925 The complaint Mr L and Mr M complain that Lenvi Servicing Limited (Lenvi) has asked them to pay back 40% of the full sale price of their property to redeem their Help to Buy: Equity Loan (the loan), instead of the valuation figure which was lower. They say that they agreed t... (4 pages)View decision -
Decision Reference DRN-5214317
9 Apr 2025 Black Horse Limited Not upheldConsumer CreditDRN-5214317 The complaint Mr G complains about the quality of a car he has been financing through an agreement with Black Horse Limited (Black Horse). What happened Mr G took receipt of a used car in December 2022. He financed the deal through a hire purchase agreement with Black Horse.... (3 pages)View decision -
Decision Reference DRN-5402678
9 Apr 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5402678 The complaint Ms B has a number of complaints related to her credit cards with American Express Services Europe Limited (‘AESEL’) including that it failed to correctly set up a direct debit for her. What happened Ms B has had credit cards with AESEL for a number of years inc... (4 pages)View decision -
Decision Reference DRN-4833851
9 Apr 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4833851 The complaint Mr H is unhappy that Lloyds has decided not to refund him after he was the victim of an investment scam. What happened In October 2020, Mr H invested in an unregulated company (“K”). It claimed to be involved in providing short-term bridging loans to UK proper... (4 pages)View decision
