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 125299 results
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Decision Reference DRN-4923457
11 Nov 2024 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-4923457 The complaint Mr B complains about the quality of a car supplied to him by Toyota Financial Services (UK) PLC (“TFS”). What happened Mr B acquired a car under a 58 month hire purchase agreement with TFS in November 2023. The car cost around £34,598. Under the agreement, Mr B... (4 pages)View decision -
Decision Reference DRN-4718347
11 Nov 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4718347 The complaint Mr P complains that Bank of Scotland plc trading as Halifax won’t reimburse him after he lost money to an investment – that he now considers to have been a scam. What happened Mr P has explained that he was gifted some funds by his father and was considering wh... (6 pages)View decision -
Decision Reference DRN-5138469
11 Nov 2024 Kensington Mortgage Company Limited UpheldMortgagesDRN-5138469 The complaint Mr and Mrs G complain that Kensington Mortgage Company Limited hasn’t applied overpayments to their mortgage correctly. They also complain that Kensington has unfairly prevented them from taking out a new interest rate on their mortgage, and hasn’t provided the... (6 pages)View decision -
Decision Reference DRN-5128105
11 Nov 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5128105 The complaint Mr and Mrs A complain about how Royal & Sun Alliance Insurance Limited (“RSA”) dealt with a claim she made on her home insurance policy. Mrs A brought the complaint to this service so I will refer to her throughout my decision. RSA are the... (7 pages)View decision -
Decision Reference DRN-5137542
11 Nov 2024 Healthcare Finance Limited UpheldConsumer CreditDRN-5137542 The complaint Mr A is unhappy with Healthcare Finance Limited’s response to a breach of contract claim he raised with it in relation to orthodontic treatment from a third party “S”. Healthcare Finance provided funding for the treatment and Mr A made a claim under the connect... (2 pages)View decision -
Decision Reference DRN-4998365
11 Nov 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4998365 The complaint T says HSBC UK Bank Plc (“HSBC”) refuses to refund it for transactions on its’ account it says it didn’t authorise. What happened T says its’ director (who I’ll refer to as B) had his phone stolen and the thieves were able to access his online banking apps and ... (3 pages)View decision -
Decision Reference DRN-4923623
11 Nov 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-4923623 The complaint Mr L complains that Vanquis Bank Limited (“Vanquis”) failed to refund transactions he didn’t recognise. What happened Mr L is supported by a representative in this complaint. For ease of reading, I’ll only refer to Mr L. In late 2023, Mr L noticed payments had ... (3 pages)View decision -
Decision Reference DRN-4773380
11 Nov 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4773380 The complaint Mr H complains about problems he’s had with BMW Financial Services (GB) Limited, trading as Alphera Financial Services (Alphera), since he returned a car, he had been financing through them. What happened In January 2019 Mr H took receipt of a car. He financed ... (2 pages)View decision -
Decision Reference DRN-4699522
11 Nov 2024 Northern Bank Limited UpheldBanking and PaymentsDRN-4699522 The complaint Mr D has complained that Northern Bank Limited (trading as Danske Bank) won’t refund the money he lost after falling victim to a scam. What happened In 2022, Mr D saw an online advert for an investment company. But the company were actually scammers. Mr D provi... (3 pages)View decision -
Decision Reference DRN-4492930
11 Nov 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4492930 The complaint Miss M is unhappy Revolut Ltd won’t refund the money she says she lost as the result of a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of bot... (7 pages)View decision
