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-5204741
13 Dec 2024 Universal Leasing Limited Not upheldConsumer CreditDRN-5204741 The complaint Miss M complains about how Universal Leasing Limited trading as Admiral Leasing & Loans (AL&L) handled her hire agreement. What happened Miss M told us she was a sole trader and that she acquired goods, for her disabled mother to use, through a 36 month... (6 pages)View decision -
Decision Reference DRN-5127462
13 Dec 2024 LEASYS UK LTD Not upheldConsumer CreditDRN-5127462 The complaint Mr S complains that a car he financed through an agreement with LEASYS UK LTD (LEASYS) was misrepresented to him. What happened Mr S took receipt of a new car in March 2024. He financed the deal through a hire agreement with LEASYS. The car was ordered three mo... (2 pages)View decision -
Decision Reference DRN-5158832
13 Dec 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5158832 The complaint Miss F complains Santander UK Plc failed to release funds in her account and then closed the account. She wants her funds paid to her and compensation. What happened Miss F opened a current account with Santander in 2024. In July 2024 she received a large payme... (5 pages)View decision -
Decision Reference DRN-5209767
13 Dec 2024 Startline Motor Finance Limited UpheldConsumer CreditDRN-5209767 Complaint Mr B has complained about the quality of a car that Startline Motor Finance Limited (“SMF”) supplied to him through a hire-purchase agreement. Background In March 2023, SMF provided Mr B with finance for a used car. The car was just under eight years old and it is... (8 pages)View decision -
Decision Reference DRN-5190977
13 Dec 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5190977 Complaint Mr Q has complained about a credit card Vanquis Bank Limited (“Vanquis”) provided to him. He says the credit card and limit increase should not have been provided to him as they were unaffordable. Background In May 2019, Vanquis provided Mr Q with a credit card wh... (3 pages)View decision -
Decision Reference DRN-5209406
13 Dec 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5209406 Complaint Mr S has complained that Bank of Scotland plc (trading as “Halifax”) irresponsibly provided him with overdrafts which it continued applying charges on even when he was in financial difficulty. Background Mr S has also complained about Halifax’s actions when provid... (7 pages)View decision -
Decision Reference DRN-4722698
13 Dec 2024 LeasePlan UK Limited UpheldConsumer CreditDRN-4722698 The complaint Mr S has complained that he is unhappy with the quality of a car he acquired in March 2022, using a consumer hire agreement with LeasePlan UK Limited (“LeasePlan”). What happened Mr S acquired a new Audi, using a consumer hire agreement with LeasePlan. The agr... (4 pages)View decision -
Decision Reference DRN-4835171
12 Dec 2024 Aviva Life & Pensions UK Limited Not upheldInvestmentsDRN-4835171 The complaint Miss W is unhappy with an investment bond provided by Aviva Life & Pensions UK Limited (‘Aviva’.) What happened Miss W took out an investment bond in 2007. In 2014, she raised a complaint with her financial adviser at Company S, because she felt they had mi... (3 pages)View decision -
Decision Reference DRN-5091199
12 Dec 2024 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5091199 The complaint Miss A complains Zurich Insurance Company Limited unfairly declined a claim she made on her travel insurance policy. She also said it acted unfairly in cancelling the policy for what it said was a breach of its fraud term. What happened Miss A returned from a t... (2 pages)View decision -
Decision Reference DRN-5107112
12 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5107112 The complaint Mr P has complained that Barclays Bank UK PLC, trading as Barclaycard, won’t let him redeem his ‘Freedom Rewards’ points. What happened Mr P held a Freedom Rewards account with Barclaycard, which allowed customers to accrue reward points. However, earlier this ... (2 pages)View decision
