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 360982 results
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Decision Reference DRN-4751899
6 Dec 2024 Blue Motor Finance Ltd UpheldConsumer CreditDRN-4751899 The complaint Ms J complains that a car she acquired using a hire purchase agreement with Blue Motor Finance Ltd (“BMF”) wasn’t of satisfactory quality. What happened In April 2023, Ms J entered into a hire purchase agreement with BMF for a car. The cash price of the car was... (3 pages)View decision -
Decision Reference DRN-4707484
6 Dec 2024 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-4707484 The complaint Mr T complains about a car that he financed using a hire purchase agreement with BMW Financial Services (GB) Limited (“BMWFS”). He says non-approved manufacturer parts were fitted. What happened In February 2020, Mr T entered into a four-year hire purchase agre... (2 pages)View decision -
Decision Reference DRN-4985498
6 Dec 2024 UAB ZEN.COM UpheldBanking and PaymentsDRN-4985498 The complaint Mr L is unhappy that UAB ZEN.COM will not refund £11,778.71 he lost as the result of an authorised push payment (APP) scam. Mr L has brought his complaint to this service through a representative. For ease I will refer solely to Mr L in this decision. What happ... (3 pages)View decision -
Decision Reference DRN-5092181
6 Dec 2024 Society of Lloyd's Not upheldInsuranceDRN-5092181 The complaint C, a property company, complains about Society of Lloyd’s decision to decline a claim and about delays in the handling of that claim. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here, concen... (3 pages)View decision -
Decision Reference DRN-5051710
6 Dec 2024 OakNorth Bank plc Not upheldBanking and PaymentsDRN-5051710 The complaint Mr M complains OakNorth Bank plc delayed sending his funds to his nominated account following the maturity of his fixed rate savings account. What happened The details of this complaint are already known to both parties, so I won’t repeat them in full. In summa... (2 pages)View decision -
Decision Reference DRN-5192984
6 Dec 2024 Fintern Ltd UpheldConsumer CreditDRN-5192984 The complaint Mrs S complained that Fintern Ltd, trading as Abound Loans (“Fintern”) irresponsibly granted her a loan, in May 2023, that she couldn’t afford to repay. What happened Mrs S took out the loan of £9,276.86, over a term of 61 months, in May 2023. Part of this was... (6 pages)View decision -
Decision Reference DRN-5175275
6 Dec 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5175275 The complaint Mr A complains that Santander UK Plc did not refund the £9,900 he says he lost to a scam. What happened In his submission to our service, Mr A said he had been looking to invest his savings over the last few months and found a company which he researched thoro... (3 pages)View decision -
Decision Reference DRN-4432176
6 Dec 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4432176 The complaint Mr G complains that Revolut Ltd hasn’t refunded him after he fell victim to a scam. What happened I set out the background to this complaint in my provisional decision (PD), issued on 21 November 2024. Rather than repeat the detail here, I’ve attached a copy of... (11 pages)View decision -
Decision Reference DRN-4891990
6 Dec 2024 Ulster Bank Ltd Not upheldBanking and PaymentsDRN-4891990 The complaint Mr Q complains Ulster Bank Ltd “Ulster Bank” failed to credit his account correctly for three cash deposits he made in branch. What happened The facts of this case are well known to both parties, so I won’t repeat them in detail. In summary Mr Q says his wife m... (3 pages)View decision -
Decision Reference DRN-4458607
6 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4458607 The complaint Mrs C complains about Revolut Ltd. She says that Revolut didn’t do enough to protect her when she became the victim of a scam and would like it to refund her the money she has lost as a result. What happened Mrs C came across an advert for cryptocurrency on s... (3 pages)View decision
