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 367300 results
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Decision Reference DRN-5306415
4 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5306415 The complaint Mrs A complains Revolut Ltd didn’t send her a customised debit card she had ordered and the customer service she received. What happened I sent the parties a provisional decision in January 2025, in which I set out the following background information to the co... (3 pages)View decision -
Decision Reference DRN-5306153
4 Feb 2025 Newcastle Building Society UpheldBanking and PaymentsDRN-5306153 The complaint M, a limited company, complains that Newcastle Building Society trading as Manchester Building Society (“Manchester”) didn’t provide prompt access to funds in its savings account when withdrawals were requested. Mr F brings this complaint on behalf of M. What h... (5 pages)View decision -
Decision Reference DRN-5156011
4 Feb 2025 MBNA Limited Not upheldConsumer CreditDRN-5156011 The complaint Mr H complains that MBNA Limited lent to him irresponsibly in relation to a loan he says was approved for him. Mr H estimates that the loan was approved on a date between 1998 and 1 January 2001. What happened On 11 August 2023 Mr H complained to MBNA about a l... (3 pages)View decision -
Decision Reference DRN-5305297
4 Feb 2025 Mortgage Agency Services Number Five Limited Not upheldMortgagesDRN-5305297 The complaint Mr and Mrs S complain about the interest rate that Mortgage Agency Services Number Five Limited (MAS5) has applied to their mortgage. What happened In 2007, Mr and Mrs S took out an interest only mortgage over a term of 23 years with GMAC RFC. The mortgage had ... (4 pages)View decision -
Decision Reference DRN-5306236
4 Feb 2025 AWP P&C S.A. UpheldInsuranceDRN-5306236 The complaint Mr R and Mr B complain that AWP P&C S.A. has voided their travel insurance policy. What happened Mr R and Mr B bought a single trip travel insurance policy on 21 April 2023, provided by AWP. The cover period was between 28 April 2023 and 27 October 2023. ... (4 pages)View decision -
Decision Reference DRN-4824883
4 Feb 2025 247 Money Group Limited UpheldConsumer CreditDRN-4824883 The complaint Mr B is unhappy with the quality of a car supplied to him under a hire purchase agreement with 247 Money Group Limited trading as 247Money (“247”). What happened I sent Mr B and 247 my provisional findings on this complaint on 16 January 2025. A copy of that de... (6 pages)View decision -
Decision Reference DRN-4861984
4 Feb 2025 Volvo Car Financial Services UK Limited Not upheldConsumer CreditDRN-4861984 The complaint Mr P believes Volvo Car Financial Services UK Limited (“VCFS”) wrongfully terminated an agreement he held with them. What happened In August 2022, Mr P signed a hire purchase agreement with VCFS to acquire a brand-new car in September 2022. The agreement was f... (3 pages)View decision -
Decision Reference DRN-5305909
4 Feb 2025 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-5305909 The complaint Mr B complained about the quality of a used car he acquired under a hire purchase agreement with Toyota Financial Services (UK) PLC (‘TFS’). When I refer to what Mr B or TFS have said or done, it should also be taken to include things said or done on their beh... (8 pages)View decision -
Decision Reference DRN-5191580
4 Feb 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5191580 The complaint Mrs B complains that Nationwide Building Society (NWide) didn’t refund money in a disputed ATM withdrawal. What happened On 28 May 2024, Mrs B went to withdraw cash from an ATM machine at Sainsburys. With her NWide card, she asked for two amounts of £250 and th... (2 pages)View decision -
Decision Reference DRN-5265177
4 Feb 2025 Wakam Not upheldInsuranceDRN-5265177 The complaint Miss D’s complaint is about a claim she made on her Wakam pet insurance policy following the death of her pet. Miss D doesn’t feel the amount Wakam have offered her for the value of her pet is enough and wants them to offer her more. What happened Miss D’s pet... (2 pages)View decision
