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 375119 results
-
Decision Reference DRN-5241762
28 Jan 2025 JAJA FINANCE LTD Not upheldBanking and PaymentsDRN-5241762 The complaint Mrs H is unhappy that Jaja Finance Ltd (“JFL”) didn’t update her address despite her making several attempts to update it. What happened Mrs H sent a letter to JFL asking them to update her address. Mrs H didn’t receive any response to her letter, and so sent a... (2 pages)View decision -
Decision Reference DRN-5227643
28 Jan 2025 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5227643 The complaint Mr S complains about how Watford Insurance Company Europe Limited (“Watford”) unfairly declined his claim when his car was stolen. What happened Mr S has a motor insurance policy with Watford. The policy renewed in June 2023. In September 2023 Mr S... (3 pages)View decision -
Decision Reference DRN-5239320
28 Jan 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5239320 The complaint Mr and Mrs G have complained that Accredited Insurance (Europe) Ltd (AIE) unfairly and unreasonably refused to pay their claim for the theft of their car under their motor policy because it believed the car had been left unlocked. Mr G is the policyholder here... (7 pages)View decision -
Decision Reference DRN-4734914
28 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4734914 Complaint Mr B is unhappy that Revolut Ltd didn’t reimburse him after he fell victim to a scam. Background On 8 April 2023, Mr B received a call from an individual who claimed to be an employee of a bank which I’ll refer to as Bank H. Mr B holds his own main bank account wit... (7 pages)View decision -
Decision Reference DRN-5274179
28 Jan 2025 National House-Building Council UpheldInsuranceDRN-5274179 The complaint Mr H and Ms B complain about the way National House-Building Council (NHBC) handled a claim they made under their new home warranty. Mr H has primarily dealt with things so, for simplicity, I’ll refer to him only. What happened The circumstances aren’t in dis... (4 pages)View decision -
Decision Reference DRN-4690174
28 Jan 2025 Motability Operations Limited Not upheldConsumer CreditDRN-4690174 The complaint Mr T complains that the car supplied to him through a hire agreement with Motability Operations Limited trading as Motability Operations (‘MO’) wasn’t of satisfactory quality as it wasn’t fit for purpose. He said that adequate adaptions hadn’t been made to the ... (6 pages)View decision -
Decision Reference DRN-5244271
28 Jan 2025 Clydesdale Bank Plc Not upheldMortgagesDRN-5244271 The complaint Miss H complains that Clydesdale Bank Plc trading as Virgin Money unfairly applied an early repayment charge (ERC) when she ported her buy to let mortgage. What happened Miss H took out a buy to let mortgage with Virgin Money in 2020. She had a fixed interest r... (4 pages)View decision -
Decision Reference DRN-5242014
28 Jan 2025 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-5242014 The complaint Mr F’s complaint is, in essence, that Clydesdale Financial Services Limited, trading as Barclays Partner Finance, (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Cred... (19 pages)View decision -
Decision Reference DRN-5285049
28 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5285049 The complaint Mr F is unhappy that Barclays Bank UK PLC didn’t conduct an affordability assessment before approving him for a Bounce Back Loan (“BBL”). What happened Mr F, a sole trader, applied to Barclays for a £15,000 BBL in June 2020. The application was successful, and ... (3 pages)View decision -
Decision Reference DRN-5292396
28 Jan 2025 Mi Vehicle Finance Limited UpheldConsumer CreditDRN-5292396 The complaint Mr W is unhappy that a van supplied to him under a hire purchase agreement with MI Vehicle Finance Limited (MIVF) was of an unsatisfactory quality. When I refer to what Mr W has said and what MIVF have said, it should also be taken to include things said on th... (7 pages)View decision
