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 246785 results
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Decision Reference DRN-4558279
2 Aug 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4558279 The complaint Mr M complains that Lloyds Bank PLC (“Lloyds”) failed to help him recover money that was taken from his credit card for a boiler and heating repair plan. What happened Mr M had a boiler and heating repair plan with a company that I’ll call “D”. He says D sent h... (3 pages)View decision -
Decision Reference DRN-4924960
2 Aug 2024 FirstRand Bank Limited UpheldConsumer CreditDRN-4924960 The complaint Mr G complains about charges levied by FirstRand Bank Limited trading as Motonovo Finance (“Motonovo”) when he reached the end of a hire purchase agreement. What happened I issued a provisional decision on this complaint in June 2024. In that decision I explain... (4 pages)View decision -
Decision Reference DRN-4895383
2 Aug 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-4895383 The complaint Mr H has complained that Vanquis Bank Limited (“Vanquis”), irresponsibly granted him a credit card account, which he couldn’t afford to repay. What happened Mr H took out a credit card with Vanquis in January 2013, with an initial credit limit of £500. There ... (3 pages)View decision -
Decision Reference DRN-4908660
2 Aug 2024 Mortgage Express Not upheldMortgagesDRN-4908660 The complaint Mr M complains that Mortgage Express acted unlawfully in transferring his mortgage and his personal information to another lender. What happened Mr M took out his mortgage with GMAC-RFC Limited in 2007 over a term of 25 years. The mortgage was subsequently tran... (2 pages)View decision -
Decision Reference DRN-4846007
2 Aug 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-4846007 The complaint Mrs C complains that Tesco Personal Finance Plc won’t help or refund her for her dispute about a swim spa. What happened Mrs C’s Tesco credit card account was used to pay a supplier for a swim spa and associated items in June 2023. Mrs C s... (3 pages)View decision -
Decision Reference DRN-4810874
2 Aug 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-4810874 The complaint Mr S complains that Liverpool Victoria Insurance Company Limited (‘LV’) declined a claim on his home insurance. What happened Mr S had an LV home insurance policy. In November 2023, he discovered cracks at the top of a bedroom wall. He believed these cracks had... (2 pages)View decision -
Decision Reference DRN-4944779
2 Aug 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4944779 The complaint Mr C is unhappy with the service provided by Royal & Sun Alliance Insurance Limited (RSA) following an escape of water claim made on his home insurance policy. RSA is the underwriter of this policy. Part of this complaint concerns the actions of third part... (8 pages)View decision -
Decision Reference DRN-4921299
2 Aug 2024 Avantia Insurance Limited UpheldInsuranceDRN-4921299 The complaint Mr and Mrs A are unhappy with the way Avantia Insurance Limited sold and renewed their home insurance policy. What happened Mr and Mrs A took out a home insurance policy through Avantia in February 2021 and renewed it in February 2022. In October 2022, Mr and M... (3 pages)View decision -
Decision Reference DRN-4557323
2 Aug 2024 Blue Motor Finance Ltd UpheldConsumer CreditDRN-4557323 The complaint Mrs B complains that a car she acquired under a hire purchase agreement with Blue Motor Finance Ltd (BMF) wasn’t of satisfactory quality when it was supplied to her. Mrs B has been represented throughout this complaint by her husband, but for ease of reading, I... (4 pages)View decision -
Decision Reference DRN-4506354
2 Aug 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4506354 The complaint Mr D complains that Revolut Ltd won’t refund money he lost when he fell victim to a cryptocurrency investment scam. Mr D is being represented by solicitors in his complaint. What happened The detailed background to this complaint is well known to both parties... (3 pages)View decision
