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 4310 results
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Decision Reference DRN2143495
2 Dec 2016 Advantage Finance Ltd UpheldBanking and creditMiss S complains about the amount she has been charged for damage to a car that she returned when she ended a hire purchase agreement with Advantage Finance Ltd.backgroundIn January 2014 a car was supplied to Miss S under a hire purchase agreement with Advantage. ... (2 pages)View decision -
Decision Reference DRN-2225642
2 Oct 2020 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-2225642 The complaint Mrs N is complaining that a car Santander Consumer (UK) Plc supplied her through a conditional sale agreement wasn’t as described. What happened In May 2014 Mrs N entered into a conditional sale agreement to acquire a car. The cash price of the car was around £9,0... (2 pages)View decision -
Decision Reference DRN1792231
29 Jan 2021 Caledonian Consumer Finance Ltd Not upheldBanking and creditMr S complains that Caledonian Consumer Finance Limited won’t refund to him the money that he’s paid under a fixed sum loan agreement for an electrician’s training course. He also complains that the loan was unaffordable for him. background The details of this complaint are well known to b... (2 pages)View decision -
Decision Reference DRN9851649
17 Jun 2013 Swiftcover Insurance Services Limited Not upheldInsurance (excluding PPI)Mrs M complains about the handling of a claim she made under her motor insurance policy with Swiftcover Insurance Services Limited following an accident in which her car was written-off.backgroundWhen Mrs M was advised by Swiftcover that her car was considered beyond economic repair, i... (2 pages)View decision -
Decision Reference DRN6477054
17 Apr 2014 Barclays Bank Plc UpheldBanking and creditMr R complains that Barclays Bank Plc trading as Barclaycard will not refund the purchase of a holiday club membership he made using a credit card. He brings his claim under Section 75 of the Consumer Credit Act 1974.backgroundIn 2010 Mr R purchased a holiday club membership for £8,300... (2 pages)View decision -
Decision Reference DRN-4198127
12 Sep 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-4198127 The complaint Mrs V is unhappy that Santander UK Plc won’t refund the money she lost to an investment which she now considers is a scam. What happened The full details of this complaint are well known to both parties, so I won’t repeat them here. Instead, I’ll recap the key poi... (2 pages)View decision -
Decision Reference DRN3382547
24 Jan 2020 Lloyds Bank PLC Not upheldBanking and creditComplaintMr B complains about problems registering a Power of Attorney (POA) with Lloyds Bank PLC. BackgroundMr B’s sons (Mr B1 and Mr B2) obtained a Lasting POA via the Office of the Public Guardian on 22 September 2016. The POA was granted jointly which means both attorneys have to be in... (2 pages)View decision -
Decision Reference DRN5851243
23 Dec 2019 Clydesdale Financial Services Limited Not upheldBanking and creditMr L is unhappy with the service he has received from Clydesdale Financial Services Limited – trading as Barclays Partner Finance (BPF) – in regard to a finance agreement he had with it for a mobile phone. backgroundMr L entered into a finance agreement with BPF to purchase a mobile phone.... (2 pages)View decision -
Decision Reference DRN2802385
28 May 2015 MoneyGram International Limited Not upheldBanking and creditMr J complains that MoneyGram International Limited’s actions have caused him to lose money to a fraudster.backgroundMr J was buying goods from overseas. He decided to pay for them by money transfer. He says he was told the recipient couldn’t access the money without an... (2 pages)View decision -
Decision Reference DRN-3349326
6 May 2022 Yorkshire Building Society Not upheldBanking and PaymentsDRN-3349326 The complaint Mr H is unhappy that Yorkshire Building Society (“YBS”) lost his account passbook which contained personal and financial information. What happened YBS returned Mr H’s account passbook to him by posting it in the mail. Unfortunately, the passbook never arrived at ... (2 pages)View decision
