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 121876 results
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Decision Reference DRN-4258620
21 Jul 2023 John Lewis Financial Services Limited UpheldBanking and PaymentsDRN-4258620 The complaint Miss H complains about the way John Lewis Financial Services Limited (“JLFS”) handled her request for a refund in respect of an item she purchased using her John Lewis credit card. What happened In May 2021 Miss H bought a television from a supplier I’ll call L. S... (4 pages)View decision -
Decision Reference DRN-4250670
21 Jul 2023 The Royal Bank of Scotland Plc UpheldConsumer CreditDRN-4250670 The complaint Mr C complains about The Royal Bank of Scotland Plc’s (“RBS”) administration of the loan he held jointly with his wife. He’s unhappy that the bank stopped collecting payments and recorded adverse information on his credit file. What happened Mr and Mrs C had a joi... (4 pages)View decision -
Decision Reference DRN-4169528
21 Jul 2023 Startline Motor Finance Limited UpheldConsumer CreditDRN-4169528 The complaint Miss S complains that STARTLINE MOTOR FINANCE LIMITED (Startline) irresponsibly granted her a hire purchase agreement that she couldn’t afford to repay. What happened In November 2021 Miss S acquired a vehicle financed by a hire purchase agre... (4 pages)View decision -
Decision Reference DRN-4257697
21 Jul 2023 Unum Ltd UpheldInsuranceDRN-4257697 The complaint Mr W complains that Unum Ltd has turned down an incapacity claim he made on a group income protection insurance policy. What happened The background to this complaint is well-known to both parties, so I’ve set out a summary of what I think are the key events. Mr W... (5 pages)View decision -
Decision Reference DRN-4256732
21 Jul 2023 Target Servicing Limited UpheldMortgagesDRN-4256732 The complaint Mr and Mrs B are unhappy with the delays caused by Target Servicing Limited when they wanted to redeem their help to buy loan. What happened Mr and Mrs B bought a flat in March 2017 with the assistance of the help to buy scheme. The help to buy scheme is a governm... (6 pages)View decision -
Decision Reference DRN-4258345
21 Jul 2023 Starling Bank Limited UpheldBanking and PaymentsDRN-4258345 The complaint Mr C and Ms M complain that Starling Bank Limited won’t refund all the money they’ve lost to a rogue trader scam. What’s happened? A company, which I’ll refer to as ‘T’, responded to Mr C and Ms M’s online request for quotations in respect of building works to the... (5 pages)View decision -
Decision Reference DRN-4258788
21 Jul 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4258788 The complaint Mr M complains that Monzo Bank Ltd won’t refund the money he lost when he was the victim of a scam. What happened In late 2021, a friend of Mr M’s introduced him to an app they had been using. The app allowed users to buy different packages of tasks – which were t... (5 pages)View decision -
Decision Reference DRN-4013484
21 Jul 2023 Shawbrook Bank Limited UpheldBanking and PaymentsDRN-4013484 The complaint Mrs H is unhappy about the service she received from Shawbrook Bank Limited after she was asked to provide information confirming the origins of money she had deposited with it. What happened Shawbrook contacted Mrs H to explain that as part of its due diligence p... (3 pages)View decision -
Decision Reference DRN-4186619
21 Jul 2023 Topaz Finance Limited UpheldMortgagesDRN-4186619 The complaint Ms G complains that when she enquired from Topaz Finance Limited trading as Rosolite Mortgages about a payment holiday, she wasn’t called back as had been promised. Ms G then made a number of overpayments which affected her eligibility for such a payment holiday. ... (3 pages)View decision -
Decision Reference DRN-4251919
21 Jul 2023 AWP P&C SA UpheldInsuranceDRN-4251919 The complaint Mr and Mrs C are unhappy that AWP P&C SA declined a claim they made on their travel insurance policy. What happened Mr and Mrs C cut short their trip when Mrs C and her daughter tested positive for Covid-19. They were on holiday in the UK and made their way ba... (2 pages)View decision
