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 364862 results
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Decision Reference DRN-4785714
17 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4785714 The complaint S complains that HSBC UK Bank Plc (HSBC) is refusing to refund the amount S lost as the result of a scam. S is being represented by a third party. To keep things simple, I will refer to S throughout my decision. What happened The background of this complaint is... (3 pages)View decision -
Decision Reference DRN-4676643
17 Jan 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4676643 The complaint Mr M complains that Clydesdale Bank Plc trading as Virgin Money (Virgin Money) won’t refund the money he lost, after he believes he fell victim to a scam. What happened Mr M found a PC gaming set listed on a well-known online selling platform (that I’ll call E... (4 pages)View decision -
Decision Reference DRN-4780017
17 Jan 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4780017 The complaint Miss T complains about the quality of a used car she acquired through a hire purchase agreement with BMW Financial Services (GB) Limited trading as Alphera Financial Services (‘Alphera’). Miss T says the car was not fit for purpose from the start, and she was u... (4 pages)View decision -
Decision Reference DRN-5219462
17 Jan 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5219462 The complaint Miss F complains through a representative that Oodle Financial Services Limited (“Oodle”) gave her a hire purchase agreement without carrying out adequate affordability checks. What happened In October 2019, Oodle provided Miss F with a hire purchase agreement... (5 pages)View decision -
Decision Reference DRN-5132786
17 Jan 2025 Salary Finance Limited Not upheldConsumer CreditDRN-5132786 The complaint Mr C complains that Salary Finance Limited recorded adverse information on his credit file without telling him. He wants the adverse information removed. What happened. Mr C was provided with a £650 loan by Salary Finance in August 2020. Under the agreement he ... (3 pages)View decision -
Decision Reference DRN-5216744
17 Jan 2025 British Gas Insurance Limited UpheldInsuranceDRN-5216744 The complaint Ms C has complained that British Gas Insurance Limited (British Gas) damaged her boiler when it carried out an annual service under a home emergency policy. What happened Ms C had a home emergency policy with British Gas for several years. This included an ann... (3 pages)View decision -
Decision Reference DRN-5268269
17 Jan 2025 Volvo Car Financial Services UK Limited UpheldConsumer CreditDRN-5268269 The complaint Mr H complains that Volvo shouldn’t have, on the grounds of affordability, lent to him, that the agreement was mis-sold to him and that the car supplied to him, under the agreement, was of unsatisfactory quality. What happened In January 2022 Mr H entered into... (5 pages)View decision -
Decision Reference DRN-5112174
17 Jan 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5112174 The complaint Mrs H complains that Aviva Life & Pensions UK Limited (Aviva) provided misleading information in a June 2015 letter about the bonuses applicable to her pension plan. She’d like Aviva to honour the extra bonus that letter referenced. What happened Mrs H had ... (4 pages)View decision -
Decision Reference DRN-5219404
17 Jan 2025 Leasing Options Limited Not upheldConsumer CreditDRN-5219404 The complaint Miss P complains about termination charges when she ended her agreement with Leasing Options Limited. What happened In August 2024 Miss P ordered a car through Leasing Options and signed an order confirmation. The car was delivered on 28 August 2024. On driving... (2 pages)View decision -
Decision Reference DRN-5268437
17 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5268437 The complaint Miss B complains Monzo Bank Ltd took too long to refund her after she was the victim of fraud, causing her unnecessary distress and inconvenience. What happened I sent the parties a provisional decision in January 2024, in which I set out the following backgrou... (4 pages)View decision
