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 364766 results
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Decision Reference DRN-5288797
27 Jan 2025 Paragon Bank Plc Not upheldBanking and PaymentsDRN-5288797 The complaint Mr G complains that Paragon Bank Plc didn’t provide clear information when he was transferring his Individual Savings Account (ISA) to a new product in 2023. What happened In October 2023, Mr G’s Paragon ISA matured, and he believed he had transferred the accou... (2 pages)View decision -
Decision Reference DRN-5260262
27 Jan 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5260262 The complaint Mr and Mrs I’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (11 pages)View decision -
Decision Reference DRN-5246846
27 Jan 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5246846 The complaint Mr C complains about the way in which Vanquis Bank Limited treated him when he contacted them about the arrears on his account. He’s also unhappy that Vanquis registered a default on his credit file. What happened Mr C holds a credit card account with Vanquis. ... (3 pages)View decision -
Decision Reference DRN-4885557
27 Jan 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4885557 The complaint Mrs H is unhappy that Wise Payments Limited will not refund £4,240 that she lost as the result of an Authorised Push Payment (APP) scam. Mrs H brought his complaint to this service through a representative. For ease of reading I will refer solely to Mrs H in th... (3 pages)View decision -
Decision Reference DRN-5194644
27 Jan 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5194644 The complaint Mr Y says CA AUTO FINANCE UK LTD (‘CA’), trading as Fiat Financial Services, were wrong to tell his insurer that they didn’t accept replacement cars in relation to insurance settlements. What happened In August 2023 Mr Y entered into a Personal Contract Purchas... (2 pages)View decision -
Decision Reference DRN-5152866
27 Jan 2025 First Complete Ltd Not upheldInsuranceDRN-5152866 The complaint Mr A and Miss B have complained that First Complete Ltd trading as PRIMIS Mortgage Network (PRIMIS) mis-sold them life and critical illness insurance. What happened The background to this complaint is well known to the parties so I won’t repeat it in full here.... (2 pages)View decision -
Decision Reference DRN-5228548
27 Jan 2025 Equifax Limited Not upheldConsumer CreditDRN-5228548 The complaint Mr I complains that Equifax Limited failed to tell him what information was requested when businesses carried out identification and authentication checks. What happened Mr I has told us that in August 2024 he applied for savings accounts with various businesse... (2 pages)View decision -
Decision Reference DRN-5161296
27 Jan 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5161296 The complaint Ms B complains that the car she acquired financed through a conditional sale agreement with Close Brothers wasn’t of satisfactory quality. What happened In April 2022 Ms B acquired a car financed through a conditional sale agreement with Close Brothers. Not lon... (3 pages)View decision -
Decision Reference DRN-5191484
27 Jan 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5191484 The complaint Miss D says that Santander Consumer (UK) Plc (Santander) were unreasonable to pay car parking fines on her behalf and apply an administration fee. What happened Miss D took out a hire agreement in January 2024 to fund the provision of a car. In August 2024 she ... (2 pages)View decision -
Decision Reference DRN-5287417
27 Jan 2025 Aldermore Bank Plc UpheldConsumer CreditDRN-5287417 The complaint Mrs B has complained about the way Aldermore Bank PLC responded to claims she’d made under section 56 (“s.56”) and in relation to an alleged unfair relationship taking into account section 140A (“s.140A”) of the Consumer Credit Act 1974 (the “CCA”). Mrs B has b... (4 pages)View decision
