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 364766 results
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Decision Reference DRN-5052263
7 Oct 2024 Zopa Bank Limited Not upheldConsumer CreditDRN-5052263 Complaint Miss K has complained about the quality of a car that Zopa Bank Limited (“Zopa”) supplied to her through a hire-purchase agreement. Background In August 2023, Zopa provided Miss K with finance for a used car. The cash price of the vehicle was £8,289.75. Miss K did... (8 pages)View decision -
Decision Reference DRN-5025139
7 Oct 2024 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-5025139 Complaint Mr R complains that Specialist Motor Finance Limited (“SMF”) unfairly entered into a hire- purchase agreement with him. He’s said that the agreement was unaffordable and the finance therefore shouldn’t have been provided to him. Background In October 2019, SMF pro... (3 pages)View decision -
Decision Reference DRN-5029144
7 Oct 2024 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5029144 Complaint Mrs K complains that BMW Financial Services (GB) Limited (“Alphera” Financial Services) unfairly entered into a hire-purchase agreement with her. She’s said the agreement was unaffordable and so she shouldn’t have been accepted for it. Background In June 2019, Alp... (4 pages)View decision -
Decision Reference DRN-5031683
7 Oct 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5031683 Complaint Mr T complains that Moneybarn No.1 Limited (“Moneybarn”) unfairly entered into a conditional sale agreement with him. He’s said that the proper checks weren’t carried out and he was provided with finance that was unaffordable. Background In January 2019, Moneybarn... (3 pages)View decision -
Decision Reference DRN-5047277
7 Oct 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5047277 Complaint Mrs B has complained about matters relating to a credit card which National Westminster Bank Plc (“NatWest”) provided to her. She says that her credit limit shouldn’t have been increased and she’s also unhappy with the options she was offered when she was classifie... (5 pages)View decision -
Decision Reference DRN-4876710
7 Oct 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4876710 The complaint Mr S, who is a director of F, complains that Barclays Bank UK PLC (‘Barclays’) won’t refund money he says was lost as the result of a scam. What happened In 2022, Mr S on behalf of F, made five payments totalling £216,400 to a company I’ll refer to as P. Mr S... (4 pages)View decision -
Decision Reference DRN-4721727
6 Oct 2024 Interactive Brokers (U.K.) Limited Not upheldInvestmentsDRN-4721727 The complaint Mr T complains that Interactive Brokers (U.K.) Limited (‘IBUK’) has unreasonably refused to assist him in obtaining share certificates for holdings which were due to be delisted. Mr T says this caused him a loss when IBUK thereafter closed their position in Jul... (5 pages)View decision -
Decision Reference DRN-4732126
5 Oct 2024 U K Insurance Limited UpheldInsuranceDRN-4732126 The complaint Miss G complains that U K Insurance Limited trading as Direct Line (“UKI”) asked her to pay a cancellation fee to cancel her policy. What happened Miss G says when her landlord insurance policy was due to renew, she called UKI and explained that the insured pro... (3 pages)View decision -
Decision Reference DRN-5058414
5 Oct 2024 Madison CF UK Limited UpheldBanking and PaymentsDRN-5058414 The complaint Mr E complains that Madison CF UK Limited trading as 118 118 was irresponsible when it offered him a credit card account and later increased his credit limit. Mr E brought his complaint via a representative but I will refer to him throughout for simplicity. W... (4 pages)View decision -
Decision Reference DRN-5021713
5 Oct 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5021713 The complaint Miss B complains about how Santander UK Plc dealt with her account switch and that she was unable to use online banking. What happened Miss B says she applied to transfer her account to Santander using its switch process in June 2024. She says she checked onlin... (2 pages)View decision
