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 121668 results
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Decision Reference DRN-4293194
9 Aug 2023 PCF Bank Limited UpheldConsumer CreditDRN-4293194 The complaint Mr B is complaining about PCF Bank Limited’s decision to lend to him. What happened In August 2018, Mr B entered into a conditional sale agreement with PCF to finance the purchase of a car. He paid a deposit of £4,000 and borrowed £10,000 over a 48-month term, wit... (5 pages)View decision -
Decision Reference DRN-3900252
9 Aug 2023 Metro Bank PLC UpheldBanking and PaymentsDRN-3900252 The complaint Mrs H complains that Metro Bank PLC won’t refund money she lost when she fell victim to an investment scam. Mrs H is being represented by solicitors in her complaint. What happened Mrs H was looking for opportunities to grow her income. She’s said that in June 202... (5 pages)View decision -
Decision Reference DRN-4226425
9 Aug 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4226425 The complaint Mr C complains that Lloyds Bank PLC blocked his current account and credit card because of a potential fraud and didn’t tell him. He was also forced to travel to his local branch to verify his identity. What happened In November 2022 when he tried to use his bank ... (2 pages)View decision -
Decision Reference DRN-4119137
9 Aug 2023 Close Brothers Limited UpheldConsumer CreditDRN-4119137 The complaint Mr H complains about the level of compensation offered by Close Brothers Limited (“CBL”) after it allowed him to reject a car that he had been supplied with under a conditional sale agreement (“agreement”). What happened In October 2021 Mr H entered into an agreem... (4 pages)View decision -
Decision Reference DRN-4084481
9 Aug 2023 Virgin Media Mobile Finance Limited UpheldConsumer CreditDRN-4084481 The complaint Miss K has complained that Virgin Media Mobile Finance Limited (VMMF) is holding her liable for a credit agreement she took out to buy a new phone. Miss K says she didn’t receive the phone she’d ordered. What happened Miss K ordered a new phone using a fixed sum l... (3 pages)View decision -
Decision Reference DRN-4065543
9 Aug 2023 I Go 4 Ltd. UpheldInsuranceDRN-4065543 The complaint Mr and Mrs H have complained about I Go 4 Ltd referring them to an Accident Management Company (AMC). IGO4 had an agent acting on its behalf for the referral. For simplicity I’ve referred to the agent’s actions as being those of IGO4. What happened Mrs H is a name... (4 pages)View decision -
Decision Reference DRN-4293035
9 Aug 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4293035 The complaint Mrs N complains that Santander UK Plc have held her liable for cash machine (ATM) withdrawals which she says she didn’t make or otherwise authorise. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brie... (3 pages)View decision -
Decision Reference DRN-4193784
9 Aug 2023 U K Insurance Limited UpheldInsuranceDRN-4193784 The complaint Miss D complains about the service she received from U K Insurance Limited (UKI) in connection with a roadside assistance policy. Any reference to UKI includes the actions of its agents. What happened The circumstances of this complaint are known to both parties, ... (3 pages)View decision -
Decision Reference DRN-4052570
9 Aug 2023 U K Insurance Limited UpheldInsuranceDRN-4052570 The complaint Miss R has complained about the poor service she received from U K Insurance Limited when she made a claim under her car insurance policy. What happened Miss R made a claim under her car insurance policy to her insurer, UKI in November 2022. UKI took over a month ... (2 pages)View decision -
Decision Reference DRN-4254830
9 Aug 2023 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-4254830 The complaint Mr G complains that AA Underwriting Insurance Company Limited voided his policy and declined his claim for subsidence. What happened The circumstances of this complaint aren’t in dispute, so I’ll summarise the main points: Mr G took out home insurance through a b... (3 pages)View decision
