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-4667520
21 Aug 2024 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4667520 The complaint Miss M complains about the quality of a used car she acquired through a Conditional Sale Agreement with Santander Consumer (UK) Plc. What happened In mid May 2023 Miss M entered into a Conditional Sale Agreement with Santander and acquired a used car from a dea... (4 pages)View decision -
Decision Reference DRN-4978150
21 Aug 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4978150 The complaint Ms L complains that Monzo Bank Ltd won’t refund £2,865 she lost in a bank impersonation scam in December 2023. What happened The background of this complaint is well known to both parties, so I won’t repeat everything again here. In brief, Ms L says she recei... (2 pages)View decision -
Decision Reference DRN-4950247
21 Aug 2024 Metro Bank PLC UpheldBanking and PaymentsDRN-4950247 The complaint Mr and Mrs D – in their capacity as Directors of a limited company (which I’ll call E Ltd) complain about the service received from Metro Bank PLC. For ease of reading, I’ll refer to Mr D and E Ltd throughout this decision as Mr D is the primary contact. What... (3 pages)View decision -
Decision Reference DRN-4935719
21 Aug 2024 Match Me Car Finance LTD UpheldConsumer CreditDRN-4935719 The complaint Mr J complains that he was promised finance, brokered for him by Match Me Car Finance LTD, trading as Match Me Car Finance (“MMCF”), was pre-approved, but that he was later told it had been declined. What happened Mr J contacted MMCF in November 2023 as he want... (2 pages)View decision -
Decision Reference DRN-4861516
21 Aug 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4861516 The complaint Miss K complains that Monzo Bank Ltd applied interest to her account when it had been agreed that she would receive a month breathing space. It then put her on a one-year repayment plan which she hadn’t agreed to. What happened Miss K has a Flex account with Mo... (3 pages)View decision -
Decision Reference DRN-4894803
21 Aug 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4894803 The complaint Mr E complains that Clydesdale Bank Plc trading as Virgin Money failed to complete an on- line payment to an account he held at another bank. Mr E says he was told he should continue his attempts to make the payment. When he called Virgin Money about the paymen... (3 pages)View decision -
Decision Reference DRN-4971746
21 Aug 2024 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-4971746 The complaint Mr V complains about problems with the system for managing his investments provided by Scottish Equitable Plc trading as AEGON (Aegon) which he said caused him to miss out. What happened Mr V said that Aegon upgraded its system. Following the upgrade he wasn’t... (3 pages)View decision -
Decision Reference DRN-4755506
21 Aug 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4755506 The complaint Mr B and Mrs G have complained that Liverpool Victoria Insurance Company Limited (LV) have not settled a claim for accommodation costs under their motor insurance policy. What happened Mr B and Mrs G’s car broke down when travelling home to the UK from Europe. ... (2 pages)View decision -
Decision Reference DRN-4861642
21 Aug 2024 Adrian Flux Insurance Services Group UpheldInsuranceDRN-4861642 The complaint Mr C has complained that Adrian Flux Insurance Services Group didn’t offer him the cover he’d said he needed when it arranged a motor insurance policy for him. What happened Mr C had a policy through Adrian Flux which included European cover. When that policy c... (2 pages)View decision -
Decision Reference DRN-4977340
20 Aug 2024 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-4977340 The complaint Mrs H complains that The Royal Bank of Scotland Plc (RBS) irresponsibly agreed credit for her. What happened RBS opened a credit card account for Mrs H in September 1999. It was unable to tell us what the opening credit limit was, but said that the last credit... (5 pages)View decision