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 125399 results
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Decision Reference DRN-4719165
9 Apr 2024 N.I.I.B. Group Limited UpheldConsumer CreditDRN-4719165 The complaint Mrs A is unhappy that, when she was supplied with a car under a hire purchase agreement with N.I.I.B. Group Limited trading as Northridge Finance (‘Northridge’), they failed to clear the finance on the car she traded in. What happened In May 2023, Mrs A was suppli... (4 pages)View decision -
Decision Reference DRN-4544343
9 Apr 2024 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4544343 The complaint Mr B complains about the quality of a car supplied by Santander Consumer (UK) Plc through a conditional sale agreement. What happened The parties are familiar with the background details of this complaint so I will only summarise them. It reflects my informal remi... (4 pages)View decision -
Decision Reference DRN-4709989
9 Apr 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4709989 The complaint Miss M complains that Advantage Insurance Company Limited provided poor customer service when handling a claim under her motor insurance policy. Where I refer to Advantage, this includes the actions of its agents and claims handlers for which it takes responsibili... (3 pages)View decision -
Decision Reference DRN-4674796
9 Apr 2024 eBay Commerce UK Ltd UpheldBanking and PaymentsDRN-4674796 The complaint Mr G complains that eBay Commerce UK Ltd, following a transaction he’d made, failed to release his funds. What happened The details of this complaint are well known to both parties, so I will not repeat then again here. The facts are not in dispute so I will focus... (2 pages)View decision -
Decision Reference DRN-4728729
9 Apr 2024 Fairmead Insurance Limited UpheldInsuranceDRN-4728729 The complaint Mr S is unhappy that Fairmead Insurance Limited (Fairmead) declined part of his claim following an escape of water. What happened Both parties are familiar with the background to this complaint. So, I’ve set out a summary of what I think are the key events. In Jun... (5 pages)View decision -
Decision Reference DRN-4430875
9 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4430875 The complaint Mr H complains Monzo Bank Ltd failed to refund him for his cash not dispensed dispute he raised in March 2023. What happened Mr H says he visited his local ATM on 4 March 2023 and attempted to withdraw £400 from his Monzo account. Mr H says the money was not dispe... (2 pages)View decision -
Decision Reference DRN-4551204
9 Apr 2024 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-4551204 The complaint Mr W complains Clydesdale Financial Services Limited trading as Barclays Partner Finance (BPF) have unfairly turned down a personal loan application. What happened On 17 September 2023 Mr W applied for an interest free loan with BPF to purchase a phone. The applic... (2 pages)View decision -
Decision Reference DRN-4676075
9 Apr 2024 St James's Place UK plc UpheldPensions and AnnuitiesDRN-4676075 The complaint Mrs C complains that St James’s Place UK plc (“SJP”) caused delays when she claimed her late husband’s pension and she’s suffered loss as a result. What happened Mrs C’s husband passed away in 2022. He had a pension drawdown account with SJP and he’d been making a... (6 pages)View decision -
Decision Reference DRN-4717619
9 Apr 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4717619 The complaint Mr R complains Barclays Bank UK PLC trading as Barclaycard have prevented his secondary credit card holder from earning points when shopping online. What happened I issued a provisional decision setting out what’d happened, and what I thought about that. I’ve copi... (3 pages)View decision -
Decision Reference DRN-4720529
9 Apr 2024 John Lewis Financial Services Limited UpheldBanking and PaymentsDRN-4720529 The complaint Mrs B complains about John Lewis Financial Services Limited’s actions when she asked for a payment plan to repay her credit card. Miss B – Mrs B’s daughter – has supported Mrs B in bringing this complaint, so I’ll also refer to her in this decision. What happened ... (6 pages)View decision
