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 125399 results
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Decision Reference DRN-4847407
11 Jun 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4847407 The complaint Mr C complains that Santander UK Plc are holding him liable for a credit card account he says he didn’t open himself. What happened Mr C says he fell victim to a romance scam after he met someone I’ll refer to as ‘the scammer’ on social media. Mr C understood the ... (5 pages)View decision -
Decision Reference DRN-3996500
11 Jun 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3996500 The complaint Mr N has complained about the way Creation Consumer Finance Ltd (“Creation”) responded to claims he’d made in relation to misrepresentation, breach of contract, and an alleged unfair relationship taking into account section 140A (“s140A”) of the Consumer Credit Ac... (5 pages)View decision -
Decision Reference DRN-4780811
11 Jun 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4780811 The complaint Mrs H complains that National Westminster Bank Plc won’t refund money she says she lost to an investment scam. She’s also unhappy with the service she received. The details of this complaint are well known to both parties, so I won’t repeat everything again here. ... (2 pages)View decision -
Decision Reference DRN-4802651
11 Jun 2024 Pepper (UK) Limited UpheldMortgagesDRN-4802651 The complaint The estate of Mr H has complained that Pepper (UK) Limited trading as Engage Credit didn’t respond to their email asking for information on the late Mr H’s mortgage. What happened This complaint has been brought by the estate of Mr H. For ease of reference, in thi... (3 pages)View decision -
Decision Reference DRN-4825891
11 Jun 2024 Telefonica UK Limited UpheldConsumer CreditDRN-4825891 The complaint Mrs D complains about how Telefonica UK Limited trading as O2 has treated her since she advised it, and then complained to it, that a fixed sum loan agreement (“agreement”) taken out in her name in December 2020 (for a phone) wasn’t taken out by her, or by a third... (3 pages)View decision -
Decision Reference DRN-4798432
11 Jun 2024 One Insurance Limited UpheldInsuranceDRN-4798432 The complaint Miss T complains about delays in assessing her claim for legal cover by One Insurance Limited (One Insurance). What happened Miss T had a home insurance policy with legal cover underwritten by One Insurance. Miss T suffered a personal injury following the use of a... (2 pages)View decision -
Decision Reference DRN-4841285
11 Jun 2024 Ageas Insurance Limited UpheldInsuranceDRN-4841285 The complaint Mr G is a sole trader. He complains that Ageas Insurance Limited (Ageas) settled a third- party motor claim on his behalf without his knowledge. Mr G says he did not cause any damage and he now has an accident logged on his claims’ history which has resulted in in... (5 pages)View decision -
Decision Reference DRN-4847030
11 Jun 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4847030 The complaint E, a limited company, complains that HSBC UK Bank Plc (‘HSBC’) unfairly closed its business account. E is also unhappy that HSBC gave it conflicting information which caused delays which impacted it financially. E’s complaint has been brought to our service by its... (4 pages)View decision -
Decision Reference DRN-4812480
11 Jun 2024 Blue Motor Finance Ltd UpheldConsumer CreditDRN-4812480 The complaint Mr S complains that Blue Motor Finance Ltd (BMF) didn’t sufficiently check he could afford to sustain the repayments of a hire purchase agreement he entered into with them. In bringing his complaint Mr S is represented by a third party. For ease of reading I will ... (4 pages)View decision -
Decision Reference DRN-4820969
11 Jun 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4820969 The complaint Miss L has complained about Creation Consumer Finance Ltd’s (‘Creation’) response to a claim she made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’) and in relation to allegations of an unfair relationship taking into account Section 140A (‘... (6 pages)View decision
