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 128535 results
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Decision Reference DRN-5389373
12 Mar 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5389373 The complaint Miss W has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which she paid for with credit it provided. What happened In October 2023, Miss W entered into a 25 month fixed sum loan ag... (4 pages)View decision -
Decision Reference DRN-5341080
12 Mar 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5341080 The complaint Miss I complains Vanquis Bank Limited have unfairly recorded missed payments on her credit file, while she was on a repayment plan. What happened In May 2024, Miss I contacted Vanquis as she was unable to make her minimum monthly repayment towards her credit c... (3 pages)View decision -
Decision Reference DRN-4946357
12 Mar 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4946357 The complaint Mr P complains about the quality of a new motorbike he acquired through a conditional sale agreement with Santander Consumer (UK) Plc (‘Santander’). Mr P says that the bike wasn’t of satisfactory quality as he has had problems with it since he acquired it. Wha... (4 pages)View decision -
Decision Reference DRN-5387779
12 Mar 2025 Pure Retirement Limited UpheldMortgagesDRN-5387779 The complaint Ms F’s complaint is about a lifetime mortgage she has with Pure Retirement Limited. She is unhappy that Pure wants an adult relative who has moved in with her to sign an occupier’s consent form (OCF), waiving any rights they may have to the property as a reside... (8 pages)View decision -
Decision Reference DRN-4784251
11 Mar 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4784251 Complaint Mr and Mrs R are unhappy that Bank of Scotland plc trading as Halifax (‘Halifax’) didn’t reimburse them after they reported falling victim to an investment scam. Background The background to this case is well known to the parties, so I don’t intend to set it out in... (3 pages)View decision -
Decision Reference DRN-5388010
11 Mar 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5388010 The complaint Mrs G complains that Santander UK Plc hasn’t protected her from losing money to an investment scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mrs G has explained that in J... (5 pages)View decision -
Decision Reference DRN-4986428
11 Mar 2025 ReAssure Limited UpheldPensions and AnnuitiesDRN-4986428 The complaint Mr B has complained about a transfer of his personal pension to a small self-administered scheme (SSAS) in July 2015. The personal pension was formerly operated by Legal & General (L&G) whose book of past business has since been taken over by ReAssure L... (15 pages)View decision -
Decision Reference DRN-5186315
11 Mar 2025 Legal and General Assurance Society Limited UpheldPensions and AnnuitiesDRN-5186315 The complaint Mr M complains about the way that Legal and General Assurance Society Limited (L&G) handled his request to transfer his pension to another provider. What happened Mr M held a pension plan with L&G. In December 2023, he requested a transfer to another ... (8 pages)View decision -
Decision Reference DRN-5374242
11 Mar 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5374242 The complaint Mr S complains that CA AUTO FINANCE UK LTD was irresponsible in its lending to him. What happened Mr S acquired a car through a Personal Contract Purchase Agreement with CA Auto Finance in August 2023. The agreement term was 36 months and Mr S was required to r... (5 pages)View decision -
Decision Reference DRN-5339688
11 Mar 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5339688 The complaint Mr H, who is represented by a third party, complains that National Westminster Bank Plc (‘NatWest’) acted irresponsibly when it agreed to provide him with an overdraft facility. He says the overdraft became unaffordable and has asked for interest and charges in... (4 pages)View decision