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 120614 results
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Decision Reference DRN-5298658
26 Feb 2025 Lowell Portfolio I Ltd UpheldConsumer CreditDRN-5298658 The complaint Mr H is unhappy Lowell Portfolio I Ltd (“Lowell”) have been contacting him about a debt he says he knows nothing about. What happened Mr H says Lowell first contacted him about an outstanding debt of over £1,500, originally with a bank I’ll refer to as B, in S... (3 pages)View decision -
Decision Reference DRN-5352945
26 Feb 2025 BNY Mellon Fund Managers Limited UpheldInvestmentsDRN-5352945 The complaint The estate of Mrs W complains that BNY Mellon Fund Managers Limited delayed the sale and payment of the estate’s investments. The complaint is brought on the estate’s behalf by the sole executrix, who I’ll refer to as Mrs E. She said BNY Mellon made mistakes an... (4 pages)View decision -
Decision Reference DRN-5037494
26 Feb 2025 N.I.I.B. Group Limited UpheldConsumer CreditDRN-5037494 The complaint Mr S complaints that N.I.I.B. Group Limited trading as Northridge Finance (Northridge) irresponsibly granted him a hire purchase agreement that he couldn’t afford to repay. What happened My initial conclusions were set out in my provisional decision issued on ... (8 pages)View decision -
Decision Reference DRN-5019287
26 Feb 2025 Volvo Car Financial Services UK Limited UpheldConsumer CreditDRN-5019287 The complaint Mrs L complains about the satisfactory quality of a car supplied to her using a conditional sale agreement with Volvo Car Financial Services UK Limited (“VCFS”). What happened In May 2023, Mrs L acquired a brand-new car using a conditional sale agreement with ... (7 pages)View decision -
Decision Reference DRN-5344151
26 Feb 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5344151 The complaint Mr N and Mrs N complain about Haven Insurance Company Limited (“HIC”) and the decision to decline the claim they made on their home insurance policy. Mr N has acted as the main representative of the policyholders throughout the claim and complaint process. So, ... (4 pages)View decision -
Decision Reference DRN-5354812
26 Feb 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5354812 The complaint Mrs S complains that Oodle Financial Services Limited trading as Oodle Car Finance (Oodle FS) was irresponsible in its lending to her. She wants to be able to return the car and have her payments refunded and any adverse information removed from her credit file... (5 pages)View decision -
Decision Reference DRN-5269517
26 Feb 2025 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-5269517 The complaint Mr A complains that American Express Services Europe Limited (AESEL) misled him with claims about savings he had made. What happened Mr A has two credit card accounts with AESEL and it offered him refunds on both if he used his cards for stays at a specified hotel... (3 pages)View decision -
Decision Reference DRN-5322992
26 Feb 2025 Santander UK Plc UpheldMortgagesDRN-5322992 The complaint This complaint is about a mortgage account Mr C and Ms C hold with Santander UK Plc. Mr C and Ms C say that Santander offered them a new interest rate product but then cancelled this without notice. As a result, the mortgage reverted to Standard Variable Rate (... (4 pages)View decision -
Decision Reference DRN-5344993
26 Feb 2025 Countrywide Assured Plc UpheldInsuranceDRN-5344993 The complaint Mrs Q is unhappy with the service received from Countrywide Assured Plc including that it has delayed making monthly benefit payments under her income protection insurance policy and has underpaid her. Although Mrs Q is being represented in this complaint, for... (4 pages)View decision -
Decision Reference DRN-5283318
26 Feb 2025 First Central Underwriting Limited UpheldInsuranceDRN-5283318 The complaint Mrs A has complained about the way First Central Underwriting Limited dealt with a claim made against her car insurance policy. What happened In May 2022 First Central received a claim from a third party insurer (TPI) against Mrs A’s car insurance policy. The T... (3 pages)View decision
