Ombudsman decisions

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• Decision Reference DRN-3660948

  13 Dec 2022 Target Servicing Limited Upheld

  Mortgages
  DRN-3660948 The complaint Miss C has complained about the amount Target Servicing Limited said she needed to repay on her Help to Buy (HTB) shared equity loan when she sold her property. The HTB scheme The HTB scheme was a government scheme in place to support home ownership. In addition t... (6 pages)
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• Decision Reference DRN-3853177

  13 Dec 2022 Shawbrook Bank Limited Upheld

  Consumer Credit
  DRN-3853177 Complaint Mr N has complained that Shawbrook Bank Limited (“Shawbrook”) acted unfairly towards him when providing him with a fixed sum loan to purchase a timeshare with his wife in May 2017. Mr N, who is being assisted with his complaint by his wife who I’ll refer to as Mrs N, ... (23 pages)
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• Decision Reference DRN-3851838

  13 Dec 2022 Metro Bank PLC Upheld

  Banking and Payments
  DRN-3851838 The complaint Mr and Mrs C complain about the service provided by Metro Bank PLC when they were trying to withdraw funds from their savings account. What happened Mr and Mrs C opened a fixed term account in June 2020. In 2021, Mr C contacted Metro Bank to find out how he could ... (3 pages)
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• Decision Reference DRN-3381010

  13 Dec 2022 Barclays Bank Plc Upheld

  Banking and Payments
  DRN-3381010 The complaint A company, which I’ll refer to as S, complains that Barclays Bank Plc (trading as Barclaycard) treated it unfairly by refusing to reimburse two chargebacks claims that they’d processed even though S had already refunded the payments to the customers. In bringing t... (4 pages)
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• Decision Reference DRN-3672365

  13 Dec 2022 TSB Bank plc Upheld

  Banking and Payments
  DRN-3672365 The complaint Mrs M complains TSB Bank plc have taken the following actions regarding a credit card debt she has with them: Didn’t contact her at her new address Defaulted her account unfairly given the amount owing Passed the debt over to three different debt collection age... (5 pages)
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• Decision Reference DRN-3768319

  13 Dec 2022 Klarna Bank AB (publ) Upheld

  Consumer Credit
  DRN-3768319 The complaint Miss A is unhappy with how Klarna Bank AB (publ) have handled her request for a replacement Visa credit card. What happened In April 2022, Miss A applied for a replacement card with Klarna. While waiting for the card, Miss A added it to her mobile wallet, so she w... (3 pages)
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• Decision Reference DRN-3700795

  13 Dec 2022 RCI Financial Services Limited Upheld

  Consumer Credit
  DRN-3700795 The complaint Mrs P complains about the quality of a car she has been financing though an agreement with RCI Financial Services Limited (“RCI), trading as Nissan Finance. What happened The details of this complaint are well known to both parties, so I won’t repeat them again he... (3 pages)
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• Decision Reference DRN-3821095

  12 Dec 2022 Virgin Media Mobile Finance Limited Upheld

  Consumer Credit
  DRN-3821095 The complaint Mrs C complains that an iPad acquired with finance from Virgin Media Mobile Finance Limited wasn’t of satisfactory quality. What happened In July 2020 Mrs C was supplied with an iPad and entered into a loan agreement with Virgin. In June 2022 Mrs C experienced iss... (2 pages)
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• Decision Reference DRN-3850552

  12 Dec 2022 British Gas Insurance Limited Upheld

  Insurance
  DRN-3850552 The complaint Mr W complains about British Gas Insurance Limited (“British Gas”) for the way it dealt with repairs to his boiler. He wants British Gas to reimburse him for part of the costs of his replacement boiler. What happened Mr W had a type of boiler which stopped being p... (3 pages)
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• Decision Reference DRN-3769918

  12 Dec 2022 Vauxhall Finance plc Upheld

  Consumer Credit
  DRN-3769918 The complaint Mr R has complained about the support he received from Vauxhall Finance plc (VF) when he was in financial hardship. When I refer to what Mr R has said, and VF have said, it should also be taken to include things said on their behalf. What happened In April 2018, M... (5 pages)
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