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 125299 results
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Decision Reference DRN-4574055
16 May 2024 N.I.I.B. Group Limited UpheldConsumer CreditDRN-4574055 The complaint Mrs B complains that a car supplied to her under a hire purchase agreement with N.I.I.B. Group Limited trading as Northridge Finance (“Northridge”) was of an unsatisfactory quality. What happened In March 2023, Mrs B was supplied with a used car through a hire pur... (4 pages)View decision -
Decision Reference DRN-4692512
16 May 2024 Vauxhall Finance plc UpheldConsumer CreditDRN-4692512 The complaint Mr D complains that a car supplied to him under a conditional sale agreement by Vauxhall Finance plc (“Vauxhall”) was of an unsatisfactory quality. He further complains that Vauxhall failed to undertake sufficient checks to ensure that the loan was affordable. And... (5 pages)View decision -
Decision Reference DRN-4801963
16 May 2024 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-4801963 The complaint Miss R says Mitsubishi HC Capital UK Plc, trading as Novuna Personal Finance, irresponsibly lent to her. What happened Miss R took out two loans from Novuna, a summary of her borrowing follows. loan taken out value, £ term in months monthly repayment, £ repaid 1 2... (4 pages)View decision -
Decision Reference DRN-4568319
16 May 2024 HSBC UK Bank Plc UpheldMortgagesDRN-4568319 The complaint Mr and Mrs B’s complaint is about HSBC UK Bank Plc’s decision to decline their mortgage application because their income didn’t meet its lending criteria. They are unhappy that HSBC refused to exercise discretion to vary its criteria so that their application coul... (3 pages)View decision -
Decision Reference DRN-4782746
16 May 2024 Euroins AD UpheldInsuranceDRN-4782746 The complaint Mr R is unhappy with how Euroins AD handled his claim. What happened The background to this decision is set out under my provisional findings. In summary, Mr R lost his ring whilst away and claimed on his policy with Euroins. His claim was declined, however, there... (1 page)View decision -
Decision Reference DRN-4725347
16 May 2024 Santander UK Plc UpheldConsumer CreditDRN-4725347 The complaint Mr L complains that Santander UK Plc approved two loans for him in 2021 irresponsibly. What happened Mr L took two loans from Santander. He was an existing current and savings account customer at the time. Loan 1 was in June 2021, for £2,500 to be repaid over 48 m... (6 pages)View decision -
Decision Reference DRN-4751712
16 May 2024 Zurich Insurance PLC UpheldInsuranceDRN-4751712 The complaint Mr H is unhappy with Zurich Insurance PLC’s decision not to cover the full cost of his planned trips. What happened The background to this decision is set out under my provisional findings. To summarise, Mr H booked to go on two cruises. Both cruises were booked a... (2 pages)View decision -
Decision Reference DRN-4729488
16 May 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4729488 The complaint Mr H complains that his credit card from Bank of Scotland plc trading as Halifax (Halifax) was declined. What happened Mr H travelled to the USA on 24 June 2023 on a business trip. He went out a day early (at his own expense) to buy a 21 st present for this daugh... (3 pages)View decision -
Decision Reference DRN-4801573
16 May 2024 Intelligent Money Ltd UpheldPensions and AnnuitiesDRN-4801573 The complaint Mr D has complained that Intelligent Money Ltd failed to act fairly and reasonably in its dealings with him. And that it failed to carry out sufficient due diligence on the companies he invested with. What happened I've outlined the key parties involved in M... (59 pages)View decision -
Decision Reference DRN-4590950
16 May 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4590950 The complaint Mr G complained that Barclays Bank UK PLC (“Barclays”) wrote to him incorrectly stating he’d cancelled a standing order payment to one of his creditors. Mr G was concerned the cancelled payment could have led to a default or bailiffs being sent to his home. Mr G i... (4 pages)View decision
