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-4856184
19 Aug 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4856184 The complaint Mr G complains about how Admiral Insurance (Gibraltar) Limited administered his motor insurance policy. He wants a refund and compensation. What happened Mr G told Admiral about a change in his card used to pay his premium and it updated its records. Mr G was ... (2 pages)View decision -
Decision Reference DRN-4960923
19 Aug 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4960923 The complaint Mr L complains National Westminster Bank Plc refused to pay a cheque. What happened Mr L wanted to give his nephew a wedding gift of some money and wrote him a cheque. NatWest didn’t pay this cheque, saying it wasn’t signed in accordance with the mandate. Mr... (5 pages)View decision -
Decision Reference DRN-4831341
19 Aug 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4831341 The complaint Mr H complains Santander UK PLC allowed someone else to cash a cheque in his name into a fraudulent account, so he would like Santander to refund him the value of the cheque. What happened Mr H says he contacted his ISA provider, I’ll refer to them as “B”, to r... (2 pages)View decision -
Decision Reference DRN-4963130
19 Aug 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-4963130 The complaint Mrs P is being represented by solicitors. She’s complaining about Vanquis Bank Limited because she says it lent irresponsibly by providing her with a credit card she couldn’t afford. What happened In January 2011, Mrs P opened a credit card account with Vanquis... (3 pages)View decision -
Decision Reference DRN-4907368
19 Aug 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4907368 The complaint Mr B complains that National Westminster Bank Plc (“NWB”) defaulted his account and registered a default on his credit file. He says he wasn’t given an opportunity to repay his overdraft before the account was defaulted. What happened Mr B held a student accoun... (3 pages)View decision -
Decision Reference DRN-4964357
19 Aug 2024 Aviva Insurance Limited UpheldInsuranceDRN-4964357 The complaint Mrs D complains that Aviva Insurance Limited caused delays when handling a claim under her motor insurance policy. What happened The detailed background to this complaint is well known to both parties, so I’ll only summarise the key events here. In January 20... (2 pages)View decision -
Decision Reference DRN-4788451
19 Aug 2024 Raylo Group Limited UpheldConsumer CreditDRN-4788451 The complaint Mr A has complained Raylo Group Limited, trading as Raylo, is continuing to hold him liable for a hire agreement he didn’t take out. What happened Mr A is being held liable for a hire agreement with Raylo for an iPad. This agreement was taken out in March 2022.... (2 pages)View decision -
Decision Reference DRN-4970112
19 Aug 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4970112 The complaint and what happened Mrs D 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 in to ac... (7 pages)View decision -
Decision Reference DRN-4970013
19 Aug 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4970013 The complaint and what happened Mr B has complained about Creation Consumer Finance Ltd’s (‘Creation’) 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 acco... (7 pages)View decision -
Decision Reference DRN-4895750
19 Aug 2024 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-4895750 Complaint Miss G has complained about the quality of a car that Toyota Financial Services (UK) PLC (“Toyota”) supplied to her through a hire-purchase agreement. Background In June 2021, Toyota provided Miss G with finance for a used car. The car was approximately seven year... (6 pages)View decision