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-4787781
7 Jun 2024 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4787781 The complaint Ms C and her representative complain that Santander Consumer (UK) Plc (“Santander”) irresponsibly granted her a conditional sale agreement she couldn’t afford to repay. What happened In April 2022 Ms C acquired a used car financed by way of a conditional sale agre... (5 pages)View decision -
Decision Reference DRN-4827003
7 Jun 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4827003 The complaint Mr and Mrs D complain Santander UK Plc didn’t do enough to help them upgrade their current account. What happened Mr D went into branch to get help upgrading a joint current account. He’d recently switched from a 123 current account to an “Edge” Account. But he’d ... (3 pages)View decision -
Decision Reference DRN-4455587
7 Jun 2024 Admiral Financial Services Limited UpheldConsumer CreditDRN-4455587 The complaint Miss H has complained Admiral Financial Services Ltd is holding her liable for a personal loan that was taken out fraudulently. What happened In early 2023 Miss H went to a party locally. She met a couple of blokes and was encouraged to help them out when they wan... (3 pages)View decision -
Decision Reference DRN-4610447
7 Jun 2024 Mallard Leasing Limited UpheldConsumer CreditDRN-4610447 The complaint Mr P complains that a car supplied to him under a hire purchase agreement with Mallard Leasing Limited trading as Mallard Finance (“Mallard”) was of an unsatisfactory quality. What happened In April 2023, Mr P was supplied with a used car through a hire purchase a... (3 pages)View decision -
Decision Reference DRN-4839777
7 Jun 2024 ITI Capital Limited UpheldInvestmentsDRN-4839777 The complaint Ms V complains about the delay ITI Capital Limited (‘ITI’) caused in transferring her investment Individual Savings Account (‘ISA’) to her new provider. She says as a result of the delay, she wasn’t able to sell her shareholding. She says that, because the share p... (5 pages)View decision -
Decision Reference DRN-4835283
7 Jun 2024 Telefonica UK Limited UpheldConsumer CreditDRN-4835283 The complaint Mr K has complained about a fixed sum loan agreement with Telefonica UK Limited, trading as O2, taken out fraudulently in his name. What happened Mr K noticed in January 2023 that a fraudulent credit agreement had been taken out in his name with O2. He complained ... (2 pages)View decision -
Decision Reference DRN-4549819
7 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4549819 The complaint Mr G has complained that Monzo Bank Ltd (“Monzo”) will not refund the money he lost as the result of a scam. What happened Both parties are familiar with the details of the scam so I will provide only a summary here. Mr G noticed on a social media platform that a ... (4 pages)View decision -
Decision Reference DRN-4812768
7 Jun 2024 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-4812768 The complaint Miss G and Mr S complain about the way Lloyds Bank General Insurance Limited dealt with their contents insurance claim. What happened Miss G and her son, Mr S, held a buildings and contents insurance policy with Lloyds. When they took out the policy, they added sp... (5 pages)View decision -
Decision Reference DRN-4829439
7 Jun 2024 Wakam UpheldInsuranceDRN-4829439 The complaint Mr F complains that Wakam will not pay further claims on his pet insurance policy unless he agrees to pay a higher premium. What happened Mr F took out insurance for his pet dog in July 2019 and has renewed it in July each year since then. His dog’s breed was reco... (3 pages)View decision -
Decision Reference DRN-4829841
7 Jun 2024 Chaucer Insurance Company Designated Activity Company UpheldInsuranceDRN-4829841 The complaint The estate of the late Ms H has complained that Chaucer Insurance Company Designated Activity Company (‘Chaucer’) didn’t pay the costs agreed for a travel companion. What happened The late Ms H had a travel insurance policy, underwritten by Chaucer. She travelled ... (3 pages)View decision