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 125400 results
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Decision Reference DRN-3970076
23 Jun 2023 Marsh Finance Ltd UpheldConsumer CreditDRN-3970076 The complaint Miss H complains that Marsh Finance Limited (MFL) acted irresponsibly when they provided her with car finance. Miss H says the lending was unaffordable. What happened In February 2018 Miss H acquired a used car through a hire purchase agreement with MFL. The cash ... (4 pages)View decision -
Decision Reference DRN-3872620
23 Jun 2023 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-3872620 The complaint The trustees of a charity which I’ll refer to as M, complain about The Royal Bank of Scotland Plc’s (RBS) decision to close its bank account. One of the trustees, who I’ll refer to as Mr G has brought the complaint on M’s behalf. What happened The background to t... (3 pages)View decision -
Decision Reference DRN-4207643
23 Jun 2023 Business Insurance Solutions Limited UpheldInsuranceDRN-4207643 The complaint Mrs C complains that Business Insurance Solutions Limited (“BISL”) has treated her unfairly in relation to her van insurance policy. What happened The background of this complaint is well known between parties, so I’ve summarised events. Mrs C owns a van that was... (2 pages)View decision -
Decision Reference DRN-4161458
23 Jun 2023 Madison CF UK Limited UpheldConsumer CreditDRN-4161458 The complaint Mr B complains that Madison CF UK Limited (trading as 118 118 Money) was irresponsible to lend to him. What happened Mr B had two loans from 118 118 Money in March 2019 and November 2019 as follows: Loan Date Amount Term Monthly Repayment Due Repaid 1 1 Mar 2019 £... (3 pages)View decision -
Decision Reference DRN-4208126
23 Jun 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4208126 The complaint Mr K complains that HSBC UK Bank Plc blocked his debit card when he was trying to complete a transaction. He also complains about the service he received when trying to resolve matters. What happened In October 2022, Mr K’s debit card was blocked following a trans... (3 pages)View decision -
Decision Reference DRN-4166819
23 Jun 2023 Mulsanne Insurance Company Limited UpheldInsuranceDRN-4166819 The complaint Mr C complains about Mulsanne Insurance Company Limited’s (“Mulsanne”) delay in dealing with his claim under his car insurance policy. Mr C’s complaint is being brought by a representative, who I’ll refer to as Mrs C. Mulsanne are the insurers of Mr C’s policy. Pa... (3 pages)View decision -
Decision Reference DRN-4207492
23 Jun 2023 AutoMoney Limited UpheldConsumer CreditDRN-4207492 The complaint Mr K is unhappy with how AutoMoney Limited trading as AutoMoney Motor Finance (‘AMF’) treated his situation when he got into financial difficulty. What happened In May 2021 Mr K took a hire purchase agreement with AMF to fund the cost of a car. The car cost £21,49... (5 pages)View decision -
Decision Reference DRN-3880359
23 Jun 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3880359 The complaint Mr H complains that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) shouldn’t have accepted a transfer of his occupational pension scheme into a self-invested personal pension (‘SIPP’). What happened In early 2012, Mr H was approached by a r... (42 pages)View decision -
Decision Reference DRN-4182754
23 Jun 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4182754 The complaint Miss S has complained that Monzo Bank Ltd (“Monzo”) acted irresponsibly by providing her with an overdraft she couldn’t afford. She says Monzo acted unfairly by continuing to apply charges to her account when she was in financial difficulty. What happened Miss S h... (3 pages)View decision -
Decision Reference DRN-4204084
23 Jun 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4204084 The complaint Miss H has complained that Santander UK Plc (“Santander”) behaved unfairly when it closed her accounts in June 2022. Background Miss H had a bank account, with an overdraft facility with Santander. In June 2022 the bank made the decision to close Miss H’s account ... (4 pages)View decision
