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 369227 results
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Decision Reference DRN-5243464
9 Jan 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5243464 The complaint Mr K complains that the car he acquired financed through a hire purchase agreement with CA AUTO FINANCE UK LTD, trading as CA Auto Finance UK (“CAAF”), wasn’t of satisfactory quality. What happened In October 2023 Mr K acquired a car financed through a hire pur... (6 pages)View decision -
Decision Reference DRN-5247039
9 Jan 2025 Society of Lloyd's Not upheldInsuranceDRN-5247039 The complaint Mr and Mrs R complain that Society of Lloyd’s (“SOL”) unfairly declined a claim made under their building warranty. What happened Mr and Mrs R bought a property within a listed building in November 2021. Within weeks of moving in, they discovered damp and an in... (3 pages)View decision -
Decision Reference DRN-5198143
9 Jan 2025 Frasers Group Financial Services Limited UpheldConsumer CreditDRN-5198143 The complaint Ms R complains that Frasers Group Financial Services Limited trading as Studio was irresponsible in its lending to her. She wants all interest and charges paid under the agreement refunded along with statutory interest and any adverse information removed from h... (3 pages)View decision -
Decision Reference DRN-5129445
9 Jan 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5129445 The complaint Mr M complains about how Advantage Insurance Company Limited (Advantage) settled a claim made on his motor insurance policy. What happened Mr M holds a motor insurance policy with Advantage. When his vehicle was involved in collision in a car park, he made a cl... (2 pages)View decision -
Decision Reference DRN-5096746
9 Jan 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5096746 The complaint Miss H complained because The Royal Bank of Scotland Plc (RBS) refused to refund her for a transaction she said she hadn’t authorised. What happened On 1 July 2024, a faster payment for £519.00 was debited from Miss H’s account. Miss H contacted RBS and said ... (3 pages)View decision -
Decision Reference DRN-4913495
9 Jan 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-4913495 The complaint Mr and Mrs J are unhappy that S tellantis Financial Services UK Limited trading as Vauxhall Finance (Vauxhall) are pursuing them for an amount they say is outstanding under a consumer hire agreement for a car that was returned in December 2021. For ease of rea... (4 pages)View decision -
Decision Reference DRN-5243855
9 Jan 2025 Santander UK Plc Not upheldMortgagesDRN-5243855 The complaint Mr B and Ms K complain that Santander UK Plc delayed putting a new interest rate product in place for their mortgage. They say it applied its follow-on rate and didn’t tell them how much they needed to pay. They made an underpayment, resulting in arrears on the... (5 pages)View decision -
Decision Reference DRN-5205326
9 Jan 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5205326 The complaint The family of the late Mr B (represented by Mr W) complain about the contact they received from Barclays Bank UK PLC trading as Barclaycard in relation to the accounts of the late Mr B, despite them requesting such correspondence to stop given that they were in... (5 pages)View decision -
Decision Reference DRN-5164230
9 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5164230 The complaint Mrs S complains that Revolut Ltd won’t refund over £30,000 she lost to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. However, in brief, Mrs S fell victim to a fake job scam after she... (8 pages)View decision -
Decision Reference DRN-4748051
9 Jan 2025 Black Horse Limited Not upheldConsumer CreditDRN-4748051 The complaint Mr T complains about the quality of a used car that was supplied through a Hire Purchase agreement with Black Horse Limited trading as Jaguar Financial Services (BHL). What happened In March 2023 Mr T acquired a used car through a hire purchase agreement with ... (3 pages)View decision
