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
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Decision Reference DRN-4833476
17 Jun 2024 RCI Financial Services Limited UpheldConsumer CreditDRN-4833476 The complaint Mr C is unhappy that a car supplied to him under a hire purchase agreement with RCI Financial Services Limited trading as Renault Finance was of an unsatisfactory quality. What happened In January 2023, Mr C was supplied with a used car through a hire purchase agr... (3 pages)View decision -
Decision Reference DRN-4572148
17 Jun 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4572148 The complaint Mrs W has complained that Bank of Scotland plc trading as Halifax (“Halifax”) prevented her from switching accounts. What happened Mrs W applied to switch her account from Halifax to another bank on 22 June 2023. However, Mrs W received a letter from Halifax dated... (3 pages)View decision -
Decision Reference DRN-4853760
17 Jun 2024 Vitality Health Limited UpheldInsuranceDRN-4853760 The complaint Mrs B is unhappy with the way Vitality Health Limited has handled a claim made on her private health insurance policy (‘the policy’). Although Mrs B is being represented in this complaint, she is the named policyholder and sole beneficiary of the policy. So, I’ve ... (8 pages)View decision -
Decision Reference DRN-4833514
17 Jun 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4833514 The complaint Mr F is unhappy that Bank of Scotland plc won’t refund a payment he says he didn’t make. What happened Mr F disputed an unrecognised £800 faster payment with Bank of Scotland. He explained that he met up with people who used his phone to supposedly look at his pho... (3 pages)View decision -
Decision Reference DRN-4856882
17 Jun 2024 Advantage Finance Ltd UpheldConsumer CreditDRN-4856882 The complaint Miss V is complaining that Advantage Finance Ltd (AFL) shouldn’t have lent to her – she says they were irresponsible in doing so. What happened In March 2018, Miss V took out a hire purchase agreement with AFL to finance the purchase of a vehicle. She paid a depos... (4 pages)View decision -
Decision Reference DRN-4852581
17 Jun 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4852581 The complaint Mr G complains that despite arranging to collect cash in branch with Lloyds Bank PLC, it wasn’t ordered. When Mr G attended the branch to collect the cash, he found it was closed for construction work. What happened Mr G’s explained that at the end of November 202... (2 pages)View decision -
Decision Reference DRN-4851593
17 Jun 2024 Mortgage Agency Services Number Five Limited UpheldMortgagesDRN-4851593 The complaint Mr A has complained about a mortgage he holds with Mortgage Agency Services Number Five Limited (“MAS5”). He complains that: An interest rate loading was charged because MAS5 said he was renting the property out without their permission MAS5 didn’t comply with h... (6 pages)View decision -
Decision Reference DRN-4851485
17 Jun 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4851485 The complaint Ms M complains about Lloyds Bank PLC’s decision to approve her overdraft limit of £600. Ms M also complains about the interest, fees and charges applied to her overdraft over the years. What happened In May 2020 Ms M applied for an overdraft with Lloyds. In her ap... (3 pages)View decision -
Decision Reference DRN-4768675
17 Jun 2024 Assurant General Insurance Limited UpheldInsuranceDRN-4768675 The complaint Miss S complains that Assurant General Insurance Limited has unfairly declined a claim under her mobile phone 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 la... (3 pages)View decision -
Decision Reference DRN-4824428
17 Jun 2024 UK Credit Limited UpheldConsumer CreditDRN-4824428 The complaint Mr D, through a representative, says UK Credit Limited lent to him irresponsibly. What happened Mr D took out a guarantor loan from UK Credit in August 2018. It was for £5,000 over 48 months. The monthly repayment was £222.59 and the total repayable was £10,684.32... (3 pages)View decision