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 121262 results
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Decision Reference DRN-4275903
21 Aug 2023 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-4275903 The complaint Miss W complains about end of contract charges when her lease agreement with Mercedes- Benz Financial Services UK Limited ended. What happened In December 2019 Miss W was supplied with a car and entered into a lease agreement with MBFS. When the agreement ended, t... (3 pages)View decision -
Decision Reference DRN-4224022
21 Aug 2023 Shawbrook Bank Limited UpheldConsumer CreditDRN-4224022 The complaint Mr O and Mrs O complain that a door supplied with finance from Shawbrook Bank Limited wasn’t of satisfactory quality. What happened In January 2019 Mr O ordered some replacement windows and doors from a merchant and entered into a fixed sum loan agreement with Sha... (3 pages)View decision -
Decision Reference DRN-4169670
21 Aug 2023 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-4169670 The complaint Mrs V complains about the way PayPal (Europe) Sarl et Cie SCA dealt with a claim she sought to make in relation to a phone she’d bought online from a third party seller “S”. What happened In May 2022 Mrs V bought a phone from S using credit provided by PayPal. In ... (3 pages)View decision -
Decision Reference DRN-4264021
21 Aug 2023 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4264021 The complaint Mr D complains BMW Financial Services (GB) Limited (BMW) wrongly applied a default to his credit file. He says he did not receive any notice of the default and as BMW failed to follow the correct process it should remove the marker. Mr D says if it agrees to do s... (3 pages)View decision -
Decision Reference DRN-4218543
21 Aug 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4218543 The complaint E, a limited company complains about the way that Barclays Bank UK PLC (Barclays) handled its international money transfer requests. E is represented in its complaint by a director, Mr M. What happened In early February 2023, E instructed Barclays to make two inte... (3 pages)View decision -
Decision Reference DRN-4098902
21 Aug 2023 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4098902 The complaint Mr G complains that a car he acquired financed through a hire purchase agreement with BMW Financial Services (GB) Limited wasn’t of satisfactory quality. What happened The details of this complaint are well known to both parties and have been set out by the invest... (3 pages)View decision -
Decision Reference DRN-4297448
21 Aug 2023 Skyfire Insurance Company Limited UpheldInsuranceDRN-4297448 The complaint Miss P complains that Skyfire Insurance Company Limited didn’t inform her that her motor insurance policy had been cancelled. She wants compensation for the results. What happened Skyfire asked Miss P to make an additional payment for her motor insurance policy. S... (2 pages)View decision -
Decision Reference DRN-4265846
21 Aug 2023 Great Lakes Insurance SE UpheldInsuranceDRN-4265846 The complaint Mr R has complained that Great Lakes Insurance SE (Great Lakes) rejected a claim for treatment for his pet cat after he’d been told that the treatment would be covered. References to Great Lakes include its agents and administrators. What happened On 2 August 2022... (2 pages)View decision -
Decision Reference DRN-4252390
21 Aug 2023 West Bay Insurance Plc UpheldInsuranceDRN-4252390 The complaint Mr S says that after he made a claim on his motor insurance policy, West Bay Insurance Plc provided poor service and didn’t ensure the repairs on his van were dealt with properly. What happened The front of the driver’s side on Mr S’s van was damaged in a non-faul... (3 pages)View decision -
Decision Reference DRN-4307465
21 Aug 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4307465 The complaint Mr C has complained about Santander UK Plc’s decision to close down his basic bank account. What happened I have previously issued a provisional decision regarding this complaint. The following represents excerpts from my provisional decision, outlining the backgr... (5 pages)View decision
