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 366874 results
-
Decision Reference DRN-5080798
14 Oct 2024 TransferGo Ltd Not upheldBanking and PaymentsDRN-5080798 The complaint Mrs L and Miss T complain that TransferGo Ltd allowed £600 to be deducted from their account with R, a financial provider, and sent to a scammer. They have a joint account although for convenience I shall refer to Mrs L throughout. What happened Mrs L wanted to... (2 pages)View decision -
Decision Reference DRN-4827837
14 Oct 2024 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-4827837 The complaint Mr P is unhappy that BMW Financial Services (GB) Limited (BMWFS) delayed the delivery of a car supplied under a hire agreement but did not amend the contract start date. What happened In September 2023 Mr P entered into a hire agreement with BMWFS for a new car... (3 pages)View decision -
Decision Reference DRN-4738590
14 Oct 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-4738590 The complaint Mr C complains about how Marshmallow Insurance Limited (Marshmallow) handled a claim he made on his motor insurance policy. He says they caused unacceptable delays which caused him a financial loss. What happened In early August 2023 Mr C was involved in an in... (2 pages)View decision -
Decision Reference DRN-4128101
14 Oct 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4128101 The complaint Mr M has complained about the way Creation Consumer Finance Ltd (“Creation”) responded to claims he’d made in relation to misrepresentation, breach of contract, and an alleged unfair relationship taking into account section 140A (“s.140A”) of the Consumer Credi... (5 pages)View decision -
Decision Reference DRN-5076529
14 Oct 2024 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5076529 The complaint Ms K complains that Volkswagen Financial Services (UK) Limited (VWFS) mis-sold her a hire purchase finance agreement so the final payment is about £2,500 more than she agreed to pay with the dealership. What happened In November 2022 Ms K acquired a used car f... (4 pages)View decision -
Decision Reference DRN-5026788
14 Oct 2024 The Mortgage Business Plc Not upheldMortgagesDRN-5026788 The complaint Mr S complains that The Mortgage Business Plc (TMB) kept him a “mortgage prisoner” for many years because it repeatedly refused to offer him a new interest rate product on his buy-to-let mortgage. He says this has had significant repercussions for him and he se... (5 pages)View decision -
Decision Reference DRN-4883041
14 Oct 2024 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-4883041 The complaint Miss S and Mr T complain Lloyds Bank General Insurance Limited hasn’t dealt with a claim against their home insurance policy fairly. What happened The details of this complaint are well known to both parties, so I won’t repeat them here. Instead, I will focus ... (2 pages)View decision -
Decision Reference DRN-4567195
14 Oct 2024 LeasePlan UK Limited UpheldConsumer CreditDRN-4567195 The complaint Mr T complains that a car he acquired using a conditional sale agreement with LeasePlan UK Limited (“LeasePlan”) wasn’t of satisfactory quality. What happened In 2020, Mr T entered into a conditional sale agreement with LeasePlan for a new car. The agreement se... (3 pages)View decision -
Decision Reference DRN-5053131
14 Oct 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5053131 The complaint Mr S complains that HSBC UK Bank Plc disclosed information about his personal account to a third party. What happened Mr S holds both sole and joint accounts with HSBC. In March 2024 he asked for information about both accounts. HSBC sent that information a few... (2 pages)View decision -
Decision Reference DRN-4941875
14 Oct 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4941875 The complaint Mr S complains that Lloyds Bank PLC unfairly closed his accounts. What happened Around March, Lloyds wrote to Mr S giving him notice that the bank would be closing the accounts he held with it. Mr S is unhappy that Lloyds didn’t explain its decision. He also co... (2 pages)View decision
