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 128535 results
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Decision Reference DRN-4248433
4 Sep 2023 Match the Cash Limited UpheldConsumer CreditDRN-4248433 Complaint Miss M has complained that Match the Cash Limited (“Match the Cash”) trading as www.guarantorloan.co.uk unfairly brought about unaffordable guarantor loans for her. She says that reasonable checks would have shown that she shouldn’t have been lent to. Background Match... (3 pages)View decision -
Decision Reference DRN-4211575
4 Sep 2023 Loans 2 Go Limited UpheldConsumer CreditDRN-4211575 Complaint Mr B has complained about personal loans Loans 2 Go Limited (“L2G”) provided to him. He says the loans were unaffordable and were therefore irresponsibly lent to him. Background L2G provided Mr B with a loan for £250 in October 2018. This loan had an APR of 990.1% and... (3 pages)View decision -
Decision Reference DRN-4150070
2 Sep 2023 Close Brothers Limited UpheldConsumer CreditDRN-4150070 The complaint Miss S complains that she was entered into the incorrect finance agreement in relation to a car that was supplied to her by Close Brothers Limited trading as Close Brothers Motor Finance (CBL). What happened In June 2022, Miss S entered into a hire purchase agreem... (4 pages)View decision -
Decision Reference DRN-4006695
1 Sep 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4006695 The complaint Mr T complains Monzo Bank Ltd (“Monzo”) restricted and then closed his account without warning. He also complains that two transactions he’d received for selling goods were returned to the remitting account and that a fraud marker has been registered against him u... (5 pages)View decision -
Decision Reference DRN-4304687
1 Sep 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4304687 The complaint Mrs A complains National Westminster Bank Plc (“NatWest”) restricted her account and didn’t let her withdraw £10,000 cash she needed to travel abroad for a family wedding. Mrs A also complains NatWest’s staff member was rude to her. To put things right, Mrs A want... (3 pages)View decision -
Decision Reference DRN-4328864
1 Sep 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4328864 The complaint Mr L complains that Monzo Bank Ltd (Monzo) won’t refund the money he lost to a scam. What happened The details of this complaint are well known to both parties. So rather than repeat them all again here, I’ll briefly summarise the key points. In early 2022, Mr L s... (3 pages)View decision -
Decision Reference DRN-4296816
1 Sep 2023 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-4296816 The complaint Mr P complains about a defective car he acquired under a hire purchase agreement financed by Toyota Financial Services (UK) PLC (“TFS”). What happened In June 2021 Mr P entered into a regulated hire purchase agreement with TFS for a used car. The car was over seve... (2 pages)View decision -
Decision Reference DRN-4330201
1 Sep 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4330201 The complaint Mr and Mrs G complain that Bank of Scotland plc (BoS) haven’t fully refunded them after they fell victim to an investment scam What happened The details of this complaint are well known to both parties. And so I’ve not included exhaustive detail of what happened h... (8 pages)View decision -
Decision Reference DRN-4330136
1 Sep 2023 Aviva Insurance Limited UpheldInsuranceDRN-4330136 The complaint Mr and Mrs H are unhappy with the standard of repairs and the way Aviva Insurance Limited handled their claim following impact damage to their home. Mr and Mrs H jointly held home insurance underwritten by Aviva. They both raised the complaint but, for ease of rea... (4 pages)View decision -
Decision Reference DRN-3991071
1 Sep 2023 Covea Insurance plc UpheldInsuranceDRN-3991071 The complaint Mr D complains that Covea Insurance plc declined a claim he made under his buildings insurance policy for subsidence. Reference to Covea includes its agents and representatives. What happened I’ll summarise the main points about this dispute: Mr D made a claim fo... (2 pages)View decision