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
-
Decision Reference DRN-5382297
10 Mar 2025 Raylo Group Limited UpheldConsumer CreditDRN-5382297 The complaint Mr W is unhappy Raylo Group Limited returned his mobile phone device, financed through a hire agreement, to an incorrect address. What happened The agreement In February 2023, Mr W entered into a hire agreement for a mobile phone device. The agreement was for... (5 pages)View decision -
Decision Reference DRN-5378167
10 Mar 2025 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5378167 Complaint Mr D has complained that The Royal Bank of Scotland Plc (“RBS”) unfairly continued applying charges to his overdraft even when it was clear that he was in financial difficulty and failing to see a credit balance for an extended period. Background One of our invest... (3 pages)View decision -
Decision Reference DRN-5285838
9 Mar 2025 Millennium Insurance Company Limited UpheldInsuranceDRN-5285838 The complaint Mr V complains about the decline of his home emergency claim by Millennium Insurance Company Limited (‘Millenium’). As Millenium have accepted responsibility for agents acting on their behalf, in my decision any reference to Millenium should also be interpreted... (4 pages)View decision -
Decision Reference DRN-5275985
9 Mar 2025 Wakam UpheldInsuranceDRN-5275985 The complaint Mr S complains about the decline of his motor insurance claim by Wakam. As Wakam have accepted responsibility for any agent acting on their behalf, in my decision any reference to Wakam should also be interpreted as covering the actions of their appointed agent... (4 pages)View decision -
Decision Reference DRN-5274058
8 Mar 2025 The Co-operative Bank Plc UpheldConsumer CreditDRN-5274058 The complaint Mr H complains about a search of his credit file that was made by The Co-operative Bank plc. What happened Mr H has a bank account with Co-op Bank. He received a notification from a credit reference agency that a new “identification generic check search” by Co-... (3 pages)View decision -
Decision Reference DRN-5382071
8 Mar 2025 Specialist Lending Limited UpheldConsumer CreditDRN-5382071 The complaint and what happened Mrs B complains that Specialist Lending Limited, trading as Duologi, (“Duologi”), lent to her irresponsibly and without carrying out proper affordability checks. She also complains about its response to a claim she made under Section 75 (‘s.75... (4 pages)View decision -
Decision Reference DRN-5197714
7 Mar 2025 Specialist Motor Finance Limited UpheldConsumer CreditDRN-5197714 The complaint Mr C complains that the car he acquired financed through a hire purchase agreement with Specialist Motor Finance Limited (“SMFL”) wasn’t of satisfactory quality. What happened Mr C acquired a used car financed through a hire purchase agreement with SMFL which h... (5 pages)View decision -
Decision Reference DRN-5108867
7 Mar 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5108867 The complaint Mr V complains about the quality of the car he acquired through a hire purchase agreement with CA Auto Finance UK Ltd (“CA Auto”). What happened Mr V acquired a car in December 2022 through CA Auto. It was around two years old and had covered less than 7,000 mi... (5 pages)View decision -
Decision Reference DRN-5376309
7 Mar 2025 Omni Capital Retail Finance Limited UpheldConsumer CreditDRN-5376309 The complaint Mr C complains that a bathroom supplier which he engaged to carry out installation works at his home did not carry out the work to a satisfactory standard. He says that he therefore has claims against the supplier for breach of contract and misrepresentation. A... (8 pages)View decision -
Decision Reference DRN-4786898
7 Mar 2025 St James's Place UK plc UpheldPensions and AnnuitiesDRN-4786898 The complaint Mr C has complained about a transfer of his St James's Place UK plc (‘St James’s Place’) personal pensions to a small self-administered scheme (‘SSAS’) in January 2016. Mr C’s SSAS was subsequently used to invest in Dolphin Capital (‘Dolphin’), a loan note... (12 pages)View decision
