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 128312 results
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Decision Reference DRN-5262199
15 Jan 2025 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-5262199 Complaint Miss M says Shop Direct Company Finance Limited (“Shop Direct”) irresponsibly provided her with catalogue shopping accounts, which it then unfairly increased the credit limit on a number of times. She says she shouldn’t have been provided with these facilities. Ba... (5 pages)View decision -
Decision Reference DRN-5018340
15 Jan 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5018340 The complaint Mr H has complained that Moneybarn No.1 Ltd loaded a fraud marker against him in respect of a finance agreement he’d taken out with it. What happened In June 2023 Mr H entered into a conditional sale agreement with Moneybarn to acquire a used car for around £6... (3 pages)View decision -
Decision Reference DRN-5246341
15 Jan 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5246341 Complaint Mrs M and Mr M have complained that Lloyds Bank PLC (“Lloyds”) continued to allow them to use their overdraft over an extended period, even when they were in financial difficulty. Background Lloyds increased Mrs M and Mr M’s overdraft limit to £2,500.00 in Septemb... (4 pages)View decision -
Decision Reference DRN-5256557
15 Jan 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5256557 The complaint Mr P complains about the quality of a car he has been financing through an agreement with Santander Consumer (UK) Plc, trading as Santander Consumer Contract Hire (‘Santander’). What happened I issued my provisional decision on this complaint in December last ... (3 pages)View decision -
Decision Reference DRN-5219887
14 Jan 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5219887 The complaint Mr P complains that the credit limit on his British Airways American Express Credit Card provided by American Express Services Europe Limited (“AESEL”) was reduced when he applied for a business credit card. What happened On 16 April 2024 Mr P applied for a Bri... (2 pages)View decision -
Decision Reference DRN-5193881
14 Jan 2025 Western Provident Association Limited UpheldInsuranceDRN-5193881 The complaint Mr S complains that Western Provident Association Limited (“WPA”) hasn’t accepted a claim under his private health insurance policy. What happened Mr S has held a private health insurance policy since 12 March 2022, provided by WPA. The policy was underwritten... (4 pages)View decision -
Decision Reference DRN-5186241
14 Jan 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5186241 The complaint Miss J complains that Domestic & General Insurance Plc (D&G) didn’t accept her fridge freezer insurance claim. My references to D&G include its agents. What happened Miss J has an insurance policy for her fridge freezer. D&G is the insurer. The... (5 pages)View decision -
Decision Reference DRN-5175394
14 Jan 2025 Sabre Insurance Company Limited UpheldInsuranceDRN-5175394 The complaint Mrs S complains about the amount Sabre Insurance Company Limited paid to settle a claim she made on her motor insurance policy. What happened Mrs S’s vehicle was damaged after being involved in an accident in October 2023. She tried to contact Sabre to make a ... (4 pages)View decision -
Decision Reference DRN-5259029
14 Jan 2025 Topaz Finance Limited UpheldMortgagesDRN-5259029 The complaint Mr C complains that Topaz Finance Limited trading as Hyalite Mortgages did not treat him fairly when he experienced financial difficulty. What happened In 2007 Mr C took out an interest only mortgage with GMAC-RFC. The mortgage was later transferred to Mortgag... (5 pages)View decision -
Decision Reference DRN-5183583
14 Jan 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5183583 The complaint Mr W is unhappy that Nationwide Building Society didn’t notify him that regular payments that he’d scheduled to his ISA were being rejected and returned, and why that was the case. What happened Mr W had a standing order in place to pay £200 per month to his He... (3 pages)View decision