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 125400 results
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Decision Reference DRN-4462038
5 Feb 2024 The Royal Bank of Scotland Plc UpheldConsumer CreditDRN-4462038 The complaint Mr M complains Royal Bank of Scotland Plc (RBS) irresponsibly provided him with four unaffordable personal loans. What happened RBS approved Mr M with the following loans: Loan Date of loan Capital amount Term (months) Monthly repayments Total repayable value Loan... (3 pages)View decision -
Decision Reference DRN-4328118
5 Feb 2024 National Westminster Bank Plc UpheldMortgagesDRN-4328118 The complaint Mr F’s complaint is about a mortgage he has with National Westminster Bank Plc (NatWest). He believes the balance of his mortgage after arrears were consolidated is higher than it should be. What happened In 2008 Mr F took out a mortgage with NatWest for £174,750 ... (3 pages)View decision -
Decision Reference DRN-4494027
5 Feb 2024 AutoMoney Limited UpheldConsumer CreditDRN-4494027 Complaint Mr M is unhappy with what AutoMoney Limited (“AutoMoney”) has agreed to do to put things right after it agreed it shouldn’t have entered into a hire-purchase agreement with him without first carrying out further checks. Mr M wants the remaining balance on the finance ... (6 pages)View decision -
Decision Reference DRN-4598575
5 Feb 2024 Link Financial Outsourcing Limited UpheldConsumer CreditDRN-4598575 Complaint Miss P has complained about a loan that Link Financial Outsourcing Limited (trading as “Asset Link Capital (No.9)”) is now responsible for. She says that the loan was unaffordable and should never have been provided to her in the first place. While Asset Link Capital ... (5 pages)View decision -
Decision Reference DRN-4465777
5 Feb 2024 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-4465777 Complaint Mrs G says Shop Direct Company Finance Limited (“Shop Direct”) irresponsibly provided her with catalogue shopping accounts which it then unfairly increased the credit limit on a number of times. Background Mrs G had two catalogue shopping accounts with Shop Direct. Th... (7 pages)View decision -
Decision Reference DRN-4332180
4 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4332180 The complaint Miss W complains that Monzo Bank Ltd won’t refund over £18,000 she lost to a bank impersonation scam in December 2022. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief summary, Miss W fel... (8 pages)View decision -
Decision Reference DRN-4588766
4 Feb 2024 Pensionhelp Limited UpheldPensions and AnnuitiesDRN-4588766 The complaint Mr U complained that he was given unsuitable advice to transfer his deferred defined benefit (DB) British Steel Pension Scheme (BSPS), to a type of personal pension plan, in 2017. He says the advice was unsuitable for him and believes this has caused a financial l... (4 pages)View decision -
Decision Reference DRN-4475688
4 Feb 2024 Tavistock Partners Limited UpheldPensions and AnnuitiesDRN-4475688 The complaint In October 2019 Tavistock Partners Limited trading as Duchy Independent Financial Advisers (I will refer to as ‘Tavistock’) recommended a pension switch and investment management service to Mr B. He followed the recommendation, and by January 2020 his previously h... (9 pages)View decision -
Decision Reference DRN-4512226
4 Feb 2024 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-4512226 The complaint Mrs K complains Mercedes-Benz Financial Services UK Limited (MBFS) supplied her with a car that she believes wasn’t of satisfactory quality. What happened The details of this case are well known by both parties and have been clearly outlined by the investigator s... (4 pages)View decision -
Decision Reference DRN-4599866
4 Feb 2024 BISL Limited UpheldInsuranceDRN-4599866 The complaint Mr S is complaining about the way a claim following an accident was handled after he contacted BISL Limited to claim on his car insurance policy. What happened In November 2022 Mr S contacted BISL to say his car had been damaged in an accident and he wanted to cla... (5 pages)View decision
