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 366763 results
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Decision Reference DRN-4765440
6 Nov 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4765440 The complaint Mr O complains that American Express Services Europe Limited (AESEL) did not properly pursue a chargeback and misled him about making a claim under section 75 Consumer Credit Act 1974 (“S.75). What happened Mr O and his wife wished to take an international retu... (2 pages)View decision -
Decision Reference DRN-5038666
6 Nov 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5038666 The complaint The representative of B complains that Lloyds Bank PLC (“Lloyds”) is refusing to refund B the amount he claims B lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail... (2 pages)View decision -
Decision Reference DRN-4729250
6 Nov 2024 Project Solar UK Ltd Not upheldConsumer CreditDRN-4729250 The complaint Mrs P complains that Project Solar UK Ltd (“Project Solar”) misled her about the financial benefits she could expect from a solar panel system that they sold to her. What happened In July 2018, Mrs P bought a solar panel system (“the system”) from Project Solar... (6 pages)View decision -
Decision Reference DRN-4679656
6 Nov 2024 Stellantis Financial Services UK Limited Not upheldConsumer CreditDRN-4679656 The complaint Miss D complains about the quality of a car supplied to her by Stellantis Financial Services UK Limited trading as Vauxhall Finance (“SFS”). What happened Miss D acquired a used car under a 60 month conditional sale agreement with SFS in October 2022. The car c... (4 pages)View decision -
Decision Reference DRN-4765626
6 Nov 2024 Lowell Financial Ltd Not upheldConsumer CreditDRN-4765626 The complaint Mr P complains that Lowell Financial Ltd (Lowell) are incorrectly reporting a default on his credit file after it agreed to a medical write off of his account. What happened Mr P had a credit card account with a company I’ll call A for the purposes of this deci... (2 pages)View decision -
Decision Reference DRN-5079498
6 Nov 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-5079498 The complaint Mr F complains about the settlement Advantage Insurance Company Limited (Advantage) offered following the total loss of his car. In addition to defective repairs from an earlier damage claim and its refusal to offer cover for his replacement car, under his moto... (5 pages)View decision -
Decision Reference DRN-4897779
6 Nov 2024 Kensington Mortgage Company Limited UpheldMortgagesDRN-4897779 The complaint Mr and Mrs W’s complaint is about their mortgage with Kensington Mortgage Company Limited. Mr and Mrs W say that they have been unable to access a new interest rate, and believe they’ve been treated unfairly compared with other customers in a similar position. ... (5 pages)View decision -
Decision Reference DRN-5129325
6 Nov 2024 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-5129325 The complaint A complains that St James’s Place Wealth Management Plc (“SJP”) gave it wrong information about the tax charge on a life plan policy. A complains about the charge itself and that SJP wrongly told it that the trust wouldn’t incur a tax liability. A is a trust a... (2 pages)View decision -
Decision Reference DRN-5075289
6 Nov 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5075289 The complaint Mr N complains that Santander UK Plc unfairly blocked and closed his accounts without providing a proper explanation. He is also unhappy that Santander have not returned money held in the accounts back to him. What happened The detailed background of this compl... (4 pages)View decision -
Decision Reference DRN-5031788
6 Nov 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5031788 The complaint Ms O complains about how Nationwide Building Society (NBS) treated her when she requested a bank account switch to them. What happened In June 2024, Ms O commenced a bank account switch to NBS from her existing bank. The switch was processed but Ms O felt the n... (3 pages)View decision
