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-5187295
6 Dec 2024 N.I.I.B. Group Limited Not upheldConsumer CreditDRN-5187295 Complaint Miss C complains that N.I.I.B. Group Limited (trading as “Northridge Finance”) unfairly entered into a hire-purchase agreement with her. She’s said that the monthly payments to this agreement were unaffordable and better checks would have shown this. Background In... (4 pages)View decision -
Decision Reference DRN-5176902
6 Dec 2024 National Westminster Bank Plc Not upheldConsumer CreditDRN-5176902 Complaint Miss B has complained about a loan National Westminster Bank Plc (“NatWest”) provided to her. She says that it ought to have been clear from her lending history with the bank that she shouldn’t have been lent to. Background Miss B has also complained about her ove... (3 pages)View decision -
Decision Reference DRN-4727641
6 Dec 2024 Motability Operations Limited UpheldConsumer CreditDRN-4727641 Complaint Ms S has complained about the quality of a car which Motability Operations Limited (“Motability”) supplied to her through a regulated hire agreement. Background In July 2019, Motability hired a brand-new car to Ms S. The agreement was to last for a minimum of 36 m... (4 pages)View decision -
Decision Reference DRN-5190400
6 Dec 2024 Black Horse Limited Not upheldConsumer CreditDRN-5190400 Complaint Mr R complains that Black Horse Limited (“Black Horse”) unfairly entered into a hire- purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable and so he shouldn’t have been lent to. Background In February 2019, Black Hor... (3 pages)View decision -
Decision Reference DRN-4899786
5 Dec 2024 Arch Insurance (UK) Limited Not upheldInsuranceDRN-4899786 The complaint A limited company, which I’ll refer to as “N” complains about how Arch Insurance (UK) Limited (“Arch”) has dealt with a claim for property damage under a commercial property investors policy. Mr M is a director of N ,and has brought the complaint on its behalf.... (3 pages)View decision -
Decision Reference DRN-5109356
5 Dec 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5109356 The complaint Mr M complains that his account with Bank of Scotland plc trading as Halifax showed as open on his online banking when it had been closed since April 2024. What happened Mr M held a credit card account with Halifax. In March 2024 Halifax wrote to Mr M and said ... (3 pages)View decision -
Decision Reference DRN-5156582
5 Dec 2024 Domestic & General Insurance Plc Not upheldInsuranceDRN-5156582 The complaint Ms W complains about the service she received from Domestic & General Insurance Plc (DGI) after her dishwasher broke. What happened Ms W holds a number of protection policies with DGI for various household appliances. The policy that is relevant to this co... (4 pages)View decision -
Decision Reference DRN-5142390
5 Dec 2024 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5142390 The complaint Mr T is unhappy that a car supplied to him under a hire purchase agreement with Mercedes- Benz Financial Services UK Limited (‘MBFS’) was of an unsatisfactory quality. What happened In September 2023, Mr T was supplied with a new car through a hire purchase ag... (5 pages)View decision -
Decision Reference DRN-5182275
5 Dec 2024 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5182275 The complaint Mr and Mrs M complain that Accredited Insurance (Europe) Ltd (“Accredited”) unfairly declined a claim for water damage due to an error in the address that was passed on by their broker when setting up the policy. What happened Mr and Mrs M purchased the house n... (4 pages)View decision -
Decision Reference DRN-5111709
5 Dec 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5111709 The complaint Miss N complains Monzo Bank Ltd didn’t do enough to protect her when she fell victim to consecutive scams. What happened Miss N has an account with Monzo. She also has a savings account with another business who I’ll refer to as “H” throughout the rest of this ... (2 pages)View decision
