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 119142 results
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Decision Reference DRN-3356586
9 Mar 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3356586 The complaint Mr B complains about the way Lloyds Bank PLC dealt with his attempts to recover money he’d paid for a holiday booking that he was unable to take due to the Covid-19 pandemic. What happened Mr B booked a cottage with a third party, F. He paid an initial deposit, fo... (4 pages)View decision -
Decision Reference DRN-3342001
9 Mar 2022 National Westminster Bank Plc UpheldMortgagesDRN-3342001 The complaint Mr M and Ms W complain about the way in which National Westminster Bank plc dealt with a mortgage application. They’re unhappy that the bank: - insisted they apply by telephone, despite their having told it that Mr M is hearing impaired and would struggle to go th... (4 pages)View decision -
Decision Reference DRN-3253074
9 Mar 2022 Lets Talk Finance Limited UpheldConsumer CreditDRN-3253074 The complaint Mr S complains that a finance agreement brokered by Lets Talk Finance Limited (“LTF”) was misrepresented to him. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead I’ll focus on giving my reasons ... (2 pages)View decision -
Decision Reference DRN-3290445
9 Mar 2022 Ageas Insurance Limited UpheldInsuranceDRN-3290445 The complaint Mr E has complained that Ageas Insurance Limited turned down his claim for damage to a vehicle under his Motor Trade insurance policy. What happened Mr E was driving a pick-up truck belonging to his son’s company when he had an accident and the truck was badly dam... (3 pages)View decision -
Decision Reference DRN-3358539
9 Mar 2022 Advanced Payment Solutions Limited UpheldBanking and PaymentsDRN-3358539 The complaint Mr C complains that he was a victim of identity theft and that accounts, including a credit card account, were taken out in his name with Advanced Payment Solutions Limited trading as Cashplus (Cashplus). What happened What Mr C says Mr C says that in 2018 he rece... (5 pages)View decision -
Decision Reference DRN-3345287
9 Mar 2022 Loans 2 Go Limited UpheldConsumer CreditDRN-3345287 The complaint Mr M complains that Loans 2 Go Limited (“L2G”) irresponsibly lent to him. What happened I Issued a provisional decision on this complaint on 1 February 2022 setting out how I think the complaint should be resolved. I gave both parties until 1 March 2022 to provide... (3 pages)View decision -
Decision Reference DRN-3337543
9 Mar 2022 Ageas Insurance Limited UpheldInsuranceDRN-3337543 The complaint Mr L has complained that Ageas Insurance Limited has turned down his claim under his van insurance policy for flood damage to his van. What happened Mr L has said that his van got stuck in the mud on a track and he had to leave it there in October 2019. The area i... (5 pages)View decision -
Decision Reference DRN-3356624
8 Mar 2022 MotoNovo Finance Limited UpheldConsumer CreditDRN-3356624 The complaint Mr P complains that a van acquired with finance from Motonovo Finance Limited wasn’t of satisfactory quality. What happened In December 2020 Mr P was supplied with a van and entered into a hire purchase agreement with Motonovo. He experienced issues with the van i... (2 pages)View decision -
Decision Reference DRN-3354334
8 Mar 2022 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-3354334 The complaint Mr S complains that a car acquired with finance from Moneybarn No 1 Limited wasn’t of satisfactory quality. What happened In April 2020 Mr S acquired a car and entered into a conditional sale agreement with Moneybarn. Mr S experienced issues with the car. Repairs ... (2 pages)View decision -
Decision Reference DRN-3359059
8 Mar 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3359059 The complaint Mr C has complained that Lloyds Bank Plc has treated him unfairly and prevented him from accessing his banking facility due to his disability. He says he’s been subjected to discrimination. What happened Mr C needed to reset his online banking details and update h... (4 pages)View decision
