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 121115 results
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Decision Reference DRN-3684498
8 Sep 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3684498 The complaint Ms L complains about the affordability of a loan Everyday Lending Limited trading as Everyday Loans lent to her in August 2014. Ms L also says Everyday Loans didn’t freeze the interest on her loan when she struggled to repay. What happened Everyday Loans lent Ms L... (3 pages)View decision -
Decision Reference DRN-3521468
8 Sep 2022 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3521468 The complaint Mr B has complained that he is unhappy with the quality of a car he acquired in October 2020, using a hire purchase agreement with Creation Consumer Finance Ltd (“Creation”). What happened Mr B acquired a used Mercedes car in October 2020, using a hire purchase ag... (4 pages)View decision -
Decision Reference DRN-3648620
8 Sep 2022 Retail Money Market Ltd UpheldConsumer CreditDRN-3648620 The complaint Ms R has complained that Retail Money Market Limited trading as RateSetter lent to her when it shouldn’t have. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in dispute, so I’ll focu... (2 pages)View decision -
Decision Reference DRN-3591701
8 Sep 2022 Cabot Credit Management Group Limited UpheldConsumer CreditDRN-3591701 The complaint Mr W has complained about Cabot Credit Management Group Limited purchasing a debt that was included in a bankruptcy order, and reporting it on his credit file. What happened This complaint surrounds a consumer credit debt that was defaulted on 3 April 2018, the sa... (2 pages)View decision -
Decision Reference DRN-3686512
8 Sep 2022 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3686512 The complaint Mr B complains that PayPal (Europe) Sarl et Cie SCA (“PayPal”) have insisted he provide government issued photo identification before they will release funds they hold and allow him to close his account with them. What happened In or around August 2020, Mr B attem... (4 pages)View decision -
Decision Reference DRN-3686046
8 Sep 2022 Embark Investment Services Limited UpheldInvestmentsDRN-3686046 The complaint Mr C complains that Embark Investment Services Limited (‘Embark’) provided incorrect fund details to his new his individual savings account (ISA) provider. This meant one of his funds was converted to cash rather than being transferred in-specie to the new provide... (6 pages)View decision -
Decision Reference DRN-3544771
8 Sep 2022 AEGON Investment Solutions Ltd UpheldInvestmentsDRN-3544771 The complaint Ms G complains about issues she encountered when attempting to trade online, with AEGON Investment Solutions Ltd (AEGON). Ms G’s also unhappy AEGON failed to deal with the transfer of her accounts to another financial institution in a timely manner. What happened ... (3 pages)View decision -
Decision Reference DRN-3611788
8 Sep 2022 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-3611788 The complaint Mrs B complains that a used car she acquired with finance from BMW Financial Services (GB) Limited (BMWFS) is of unsatisfactory quality. Mrs B is represented by a family member but I’ll refer (generally) to everything that’s been said on her behalf as if Mrs B sai... (5 pages)View decision -
Decision Reference DRN-3660320
8 Sep 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3660320 The complaint Mrs N and the estate of the late Mr N have complained that Lloyds Bank PLC (“Lloyds”) mis- sold a number of packaged bank accounts. Their account history is as follows. The joint account number ending 7268 was: Opened as a fee-free bank account in September 1998 ... (3 pages)View decision -
Decision Reference DRN-3661626
8 Sep 2022 National Westminster Bank Plc UpheldConsumer CreditDRN-3661626 The complaint Mr O complains about National Westminster Bank Plc (NWB) and their failure to honour an extension to his personal loan. What happened Mr O held a personal loan provided by NWB, which had payments deferred on two occasions due to the impact of COVID-19. These defer... (4 pages)View decision
