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 118878 results
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Decision Reference DRN-3375662
9 May 2022 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-3375662 The complaint Mrs S complains about end of contract charges when her agreement with Santander Consumer (UK) Plc ended. What happened In September 2018 Mrs S was supplied with a car and entered into a contract hire agreement with Santander. When the agreement ended, the car was ... (2 pages)View decision -
Decision Reference DRN-3294600
9 May 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3294600 The complaint Mrs M complains Monzo Bank Ltd won’t reimburse money she lost when she fell victim to a scam. The full details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll recap the key points and focus on giving reasons for m... (2 pages)View decision -
Decision Reference DRN-3433937
9 May 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3433937 The complaint Miss B complains about two loans provided to her by Everyday Lending Limited, trading as Everyday Loans, (“ELL”), which she says were unaffordable. What happened ELL agreed two loans for Miss B between August 2017 and July 2019. Loan 2 was used to repay Loan 1. Ac... (6 pages)View decision -
Decision Reference DRN-3460461
9 May 2022 Great Lakes Insurance SE UpheldInsuranceDRN-3460461 The complaint Mr and Mrs K and Mr and Mrs S complain that Great Lakes Insurance SE has turned down a cancellation claim they made on a travel insurance policy. What happened In January 2020, Mr and Mrs K and Mr and Mrs S booked a UK holiday and they were due to travel between 4... (5 pages)View decision -
Decision Reference DRN-3168008
9 May 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3168008 The complaint Miss C is unhappy that NewDay Ltd increased the credit limit on her credit account on several occasions, all of which she feels were unaffordable for her at those times. What happened In March 2018, Miss C applied for a NewDay administered credit account. Her appl... (3 pages)View decision -
Decision Reference DRN-3348257
9 May 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3348257 The complaint Mr L says Everyday Lending Limited (ELL), trading as Everyday Loans, lent to him irresponsibly. What happened Mr L took out a 36-month instalment loan for £3,500 on 24 September 2018. The monthly repayment was £195.52 and the total repayable was £7,038.72. Mr L sa... (3 pages)View decision -
Decision Reference DRN-3299439
9 May 2022 Loans 2 Go Limited UpheldConsumer CreditDRN-3299439 The complaint Mr C says Loans 2 Go Limited irresponsibly lent to him. What happened This complaint is about 3 loans provided by Loans 2 Go to Mr C between August 2019 and July 2020. Mr C’s borrowing history is as follows: Loan Date taken Amount Term Repayment 1 August 2019 £500... (3 pages)View decision -
Decision Reference DRN-3200047
9 May 2022 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-3200047 The complaint Mr C complains that The Royal Bank of Scotland plc failed to send literature for his account in large print. What happened Mr C had a current account and a savings account with RBS. Mr C has a visual impairment. He says he needs size 19 font to be used in document... (4 pages)View decision -
Decision Reference DRN-2863538
9 May 2022 Fleet Mortgages Ltd UpheldMortgagesDRN-2863538 The complaint Mr M complains about the way Fleet Mortgages Ltd handled his re-mortgage application. He’s unhappy that Fleet would not extend his interest rate product after it expired, and that they insisted he repaid the mortgage payments missed as a result of a covid-19 relat... (5 pages)View decision -
Decision Reference DRN-3469490
9 May 2022 AXA Versicherung Aktiengesellschaft UpheldInsuranceDRN-3469490 The complaint Mrs L complains about how AXA Versicherung Aktiengesellschaft (AXA) settled a claim under her Goods in Transit insurance after her television was broken during a property move. Mrs L is represented in her complaint but I’ll only refer to her in my decision. What h... (5 pages)View decision
