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-3678949
1 Sep 2022 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-3678949 The complaint Mr M has complained about the support he received from Clydesdale Financial Services Limited trading as Barclays Partner Finance (BPF) when he was in financial hardship. When I refer to what Mr M and BPF have said or did it should also be taken to include things s... (7 pages)View decision -
Decision Reference DRN-3598639
1 Sep 2022 National Westminster Bank Plc UpheldConsumer CreditDRN-3598639 The complaint Mr O complains that National Westminster Bank Plc (“Nat West”) provided him with credit he couldn’t afford to repay. What happened Nat West approved a £6,000 loan application and provided further credit in the form of a £1,500 overdraft limit in December 2021. Mr ... (2 pages)View decision -
Decision Reference DRN-3300994
1 Sep 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3300994 The complaint Mr S complains Royal & Sun Alliance Insurance Limited has handled his subsidence claim poorly. Mr S has had a representative for the complaint. For simplicity I’ve referred to the actions of the representative as being those of Mr S. Similarly in places I’ve r... (6 pages)View decision -
Decision Reference DRN-3637211
1 Sep 2022 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-3637211 The complaint Mr R complains about the quality of a car that was supplied to him under a conditional sale agreement with Santander Consumer (UK) Plc (trading as Santander Consumer Finance). He also complains that the car was misrepresented to him. What happened In May 2021 Mr R... (4 pages)View decision -
Decision Reference DRN-3665546
1 Sep 2022 AutoMoney Limited UpheldConsumer CreditDRN-3665546 The complaint Mr R complained that a car he took on finance from AutoMoney Limited was not of satisfactory quality. He says that he should be able to return it, or that AutoMoney should meet the cost of repairs. What happened In December 2020 Mr R entered into a five-year hire ... (3 pages)View decision -
Decision Reference DRN-3641242
1 Sep 2022 QIC Europe Ltd UpheldInsuranceDRN-3641242 The complaint Miss B complains about QIC Europe Ltd (QIC), declining a claim under her home insurance policy for damage to her property caused by bad weather. QIC use agents to administer the policy and to assess claims. Reference to QIC includes these agents. What happened In ... (5 pages)View decision -
Decision Reference DRN-3669304
1 Sep 2022 Provident Personal Credit Limited UpheldConsumer CreditDRN-3669304 The complaint Miss P complains Provident Personal Credit Limited failed to fully carry out the agreement she had with it to settle a previous unaffordable lending complaint. What happened In December 2019 Provident made an offer to settle a complaint Miss P had raised about her... (6 pages)View decision -
Decision Reference DRN-3678420
1 Sep 2022 Klarna Bank AB (publ) UpheldConsumer CreditDRN-3678420 The complaint Mr G is unhappy with how Klarna Bank AB (publ) (Klarna) recorded his payment history with a credit reference agency. What happened In October 2019, Mr G purchased an item on interest free credit. A running-account credit agreement was set up with Klarna at this ti... (3 pages)View decision -
Decision Reference DRN-3677618
1 Sep 2022 Evergreen Finance London Limited UpheldConsumer CreditDRN-3677618 The complaint Miss M complains that the loans she had from Evergreen Finance London Limited (trading as Moneyboat) were unaffordable to her. What happened Miss M had three loans from Moneyboat between April 2021 and June 2021 as follows: Loan Date Amount Term Monthly Repayment ... (3 pages)View decision -
Decision Reference DRN-3535039
1 Sep 2022 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-3535039 The complaint Mrs E complains that Clydesdale Bank Plc trading as Virgin Money (“Virgin”) didn’t return an important original document to her and have subsequently mislaid it. What happened In or around early 2020, Virgin asked Mrs E to provide them with various documents in re... (2 pages)View decision
