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 121115 results
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Decision Reference DRN-4394394
11 Jan 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4394394 The complaint Mr B is unhappy that a car supplied to him under a hire purchase agreement with BMW Financial Services (GB) Limited was of an unsatisfactory quality. What happened On 31 March 2023, Mr B was supplied with a new car through a hire purchase agreement with BMW. He pa... (4 pages)View decision -
Decision Reference DRN-4552064
11 Jan 2024 Stonebridge International Insurance Ltd UpheldInsuranceDRN-4552064 The complaint The estate of Mr G complains that Stonebridge International Insurance Ltd declined a claim they made on the late Mr G’s accidental death plan. What happened Mr G held an accidental death plan. Sadly, Mr G died following the obstruction of his airway by a piece of ... (4 pages)View decision -
Decision Reference DRN-4453691
11 Jan 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4453691 The complaint Mrs M has complained Clydesdale Bank plc, trading as Virgin Money, won’t refund her for transactions she didn’t make or authorise. What happened In June 2023, Mrs M was notified by Virgin Money of various transactions and asked to check whether these were fraudule... (3 pages)View decision -
Decision Reference DRN-4533904
11 Jan 2024 Secure Trust Bank Plc UpheldConsumer CreditDRN-4533904 The complaint Miss S is complaining about Secure Trust Bank Plc trading as Moneyway. She says they were irresponsible in lending to her. What happened In March 2012, Miss S took out a hire purchase agreement with Moneyway to finance the purchase of a vehicle. She borrowed £8,81... (3 pages)View decision -
Decision Reference DRN-4275831
11 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4275831 The complaint Mrs B complains that Monzo Bank Ltd won’t refund money she lost when she fell victim to two investments scams in October 2022. Mrs B is being represented by solicitors in her complaint. What happened The detailed background to this complaint is well known to both ... (3 pages)View decision -
Decision Reference DRN-4435275
11 Jan 2024 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4435275 The complaint Ms F complains about errors and poor service from Tesco Personal Finance PLC trading as Tesco Bank when amending the payment due date of her credit card. What happened Ms F opened a credit card with Tesco Bank in August 2022 and the payment date was set to the 30... (2 pages)View decision -
Decision Reference DRN-4496371
11 Jan 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4496371 The complaint Mr D is unhappy with the amount of time HSBC UK Bank Plc’s took to send him statements from his currency bank account. What happened Mr D needed to get bank statements for a mortgage advisor. So, Mr D got in contact with HSBC. Mr D said he was initially given the ... (3 pages)View decision -
Decision Reference DRN-4548257
11 Jan 2024 Vauxhall Finance plc UpheldConsumer CreditDRN-4548257 The complaint Mr S has complained to us about the administration of a conditional sale agreement by Vauxhall Finance plc (“Vauxhall”). What happened In March 2022 Mr S acquired a used car over 60 months with the agreement provided by Vauxhall. The monthly payments were £306.98.... (3 pages)View decision -
Decision Reference DRN-4541404
11 Jan 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4541404 The complaint Mrs C complains that Advantage Insurance Company Limited mishandled a claim on her motor insurance policy. What happened The subject matter of the claim and the complaint is a saloon car, made by a premium-brand car maker and first registered in March 2011. It has... (5 pages)View decision -
Decision Reference DRN-4459761
11 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4459761 The complaint Ms J complains Monzo Bank Ltd didn’t do enough to protect her when she was the victim of an investment scam. What happened Ms J opened a current account with Monzo in 2018. Ms J says she didn’t use the account frequently between 2018 and 2022, and when she did the... (6 pages)View decision
