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 128535 results
-
Decision Reference DRN-5000615
6 Sep 2024 One Call Insurance Services Limited UpheldInsuranceDRN-5000615 The complaint Mr C complains that One Call Insurance Services Limited gave him incorrect information about cancelling a motor insurance policy following a claim. What happened The subject matter of the claim and the complaint is a car made by a premium-brand car maker and f... (5 pages)View decision -
Decision Reference DRN-5006712
6 Sep 2024 National Westminster Bank Plc UpheldMortgagesDRN-5006712 The complaint Mr C and Ms D complain that National Westminster Bank Plc has recorded missed payments on their credit files, for a period at the end of 2021 when Mr C had agreed a payment arrangement with NatWest. Mr C said he paid the amount agreed at the time. What happened... (4 pages)View decision -
Decision Reference DRN-4922321
6 Sep 2024 Specialist Motor Finance Limited UpheldConsumer CreditDRN-4922321 The complaint Mr T complains through a representative that Specialist Motor Finance Limited (“SMF”) failed to conduct proportionate checks before it advanced finance to Mr T. What happened In October 2018, SMF provided Mr T with a hire purchase agreement for a used car whic... (4 pages)View decision -
Decision Reference DRN-5007241
6 Sep 2024 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5007241 The complaint Mr and Mrs C have complained about Mitsubishi HC Capital UK Plc’s (‘Mitsubishi’) response to a claim he made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’) and in relation to allegations of an unfair relationship taking in to account Sect... (5 pages)View decision -
Decision Reference DRN-5004103
6 Sep 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5004103 The complaint Mr G complains that Vanquis Bank Limited (“Vanquis”) sent his new credit card and other documents to the wrong address, which led to fraudulent activity on his account and fraudulent credit applications being made in his name. What happened Mr G holds a credi... (3 pages)View decision -
Decision Reference DRN-5003069
6 Sep 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5003069 The complaint Mr B has complained about Creation Consumer Finance Ltd (‘Creation’)’s response to a claim he made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’) What happened In January 2014, Mr B bought a solar panel system (‘the system’), from a compa... (6 pages)View decision -
Decision Reference DRN-4962614
6 Sep 2024 ReAssure Limited UpheldInsuranceDRN-4962614 The complaint Mr L complains that ReAssure Limited has failed to respond satisfactorily to a series of queries he’s raised regarding his Assured Protection Plan, which it now administers. What happened This matter has been ongoing for several years. As such, I won’t provide ... (3 pages)View decision -
Decision Reference DRN-5005361
6 Sep 2024 West Bay Insurance Plc UpheldInsuranceDRN-5005361 The complaint Miss B and Mr M complain about how West Bay Insurance plc (“West Bay”) handled a claim on their car insurance policy. What happened Miss B and Mr M had a car insurance policy with West Bay. The policy was purchased via an insurance broker. In April 2023 Mr M wa... (5 pages)View decision -
Decision Reference DRN-4958339
6 Sep 2024 Marks & Spencer Financial Services plc UpheldConsumer CreditDRN-4958339 The complaint Mr H complains that Marks & Spencer Financial Services Plc trading as M&S Bank gave him misinformation about a loan expiry date. What happened Mr H says that on 14 March 2024 he applied for an M&S Bank personal loan, and he received a confirmation f... (3 pages)View decision -
Decision Reference DRN-4977558
6 Sep 2024 Western Circle Ltd UpheldConsumer CreditDRN-4977558 The complaint Mr A has complained that Western Circle Ltd trading as Cashfloat (“Cashfloat”) gave him loans he couldn’t afford to repay and which pushed him further into debt. What happened A summary of Mr A’s borrowing can be found in the table below. loan number loan amo... (5 pages)View decision