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 362196 results
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Decision Reference DRN-5149014
22 Nov 2024 Ageas Insurance Limited Not upheldInsuranceDRN-5149014 The complaint Mr and Mrs B have complained about Ageas Insurance Limited’s (Ageas’) decision to decline a claim they made for accidental damage caused to their laptop and iPad. What happened In June 2022, while Mr B and Mrs B were away from home they received a call from a f... (3 pages)View decision -
Decision Reference DRN-4684890
22 Nov 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4684890 The complaint Mr M is unhappy about a number of events relating to his credit card and the service he has received from NewDay Ltd trading as Marbles. What happened Mr M holds a Marbles branded credit card with NewDay. In August 2023 Mr M complained to NewDay. He said: N... (4 pages)View decision -
Decision Reference DRN-5117648
22 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5117648 The complaint F, a limited company, complains that Monzo Bank Ltd blocked and then closed its bank account. What happened F opened an account with Monzo in June 2024. In July 2024, F received a payment from the personal account of one of its directors. It then tried to pay t... (3 pages)View decision -
Decision Reference DRN-4955421
22 Nov 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4955421 The complaint Mr C and Ms L, through their representative, have made a wide-ranging complaint about the actions of Bank of Scotland over a period of several years. I give more detail about the exact nature of their complaint below. What happened The background to this compl... (6 pages)View decision -
Decision Reference DRN-4987452
22 Nov 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4987452 The complaint Mr O complains Revolut Ltd didn’t do enough to protect him when he fell victim to a cryptocurrency investment scam. What happened Mr O has an account with Revolut which he says he opened in the course of this scam at the suggestion of the scammer. He has accoun... (3 pages)View decision -
Decision Reference DRN-5027892
22 Nov 2024 Advantage Finance Ltd Not upheldConsumer CreditDRN-5027892 The complaint Mr R complains that Advantage Finance Ltd irresponsibly provided him with a hire purchase agreement for a car that he couldn’t sustainably afford. Mr R has been assisted by a third party in making his complaint however for ease of reference I will only refer to... (3 pages)View decision -
Decision Reference DRN-5104116
22 Nov 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5104116 The complaint Mr M complains that Bank of Scotland plc trading as Halifax wrongly debited a payment from his regular saver account and won’t correct this. What happened Mr M explains that he was saving £250 a month to his regular saver account. His payment in February 2024 w... (2 pages)View decision -
Decision Reference DRN-4445935
22 Nov 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4445935 The complaint Mr B is unhappy that Revolut Ltd haven’t refunded money he lost as a result of a scam. Mr B is being represented by a claims management company but for ease of reading I’ll only refer to Mr B in my decision. What happened The detailed background to this compl... (9 pages)View decision -
Decision Reference DRN-5163124
22 Nov 2024 Frasers Group Financial Services Limited UpheldConsumer CreditDRN-5163124 The complaint Mrs W has complained about the way Frasers Group Financial Services Limited (“FGFS”) administered a credit agreement. What happened Mrs W had a credit agreement with FGFS she could use to order and receive goods and services from certain suppliers. Mrs W made ... (3 pages)View decision -
Decision Reference DRN-5098943
22 Nov 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5098943 The complaint Ms M, who is represented by a third party, complains that Lloyds Bank PLC (“Lloyds”) acted irresponsibly when it continued to provide her with an overdraft facility. She says the overdraft became unaffordable and has asked for interest and charges incurred on t... (3 pages)View decision
