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 385419 results
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Decision Reference DRN-5407687
4 Apr 2025 Advantage Finance Ltd Not upheldConsumer CreditDRN-5407687 The complaint Mr D complains through a representative that Advantage Finance Ltd (“Advantage”) gave him a hire purchase agreement without carrying out adequate affordability checks. What happened In January 2021, Advantage provided Mr D with a hire purchase agreement for a ... (3 pages)View decision -
Decision Reference DRN-5405162
4 Apr 2025 Secure Trust Bank Plc Not upheldConsumer CreditDRN-5405162 Complaint Mr P complains that Secure Trust Bank Plc (trading as “Moneyway”) unfairly entered into a hire-purchase agreement with him. He’s said that the finance was unaffordable which resulted in him ending up in a cycle of borrowing from friends, family and payday loans in ... (5 pages)View decision -
Decision Reference DRN-5413692
4 Apr 2025 Bank of Scotland Plc Not upheldInsuranceDRN-5413692 The complaint Mrs H is represented by Mr H. He complains on their behalf that the Secure Life Plan taken out through Bank of Scotland was mis-sold. Mr H says the plan now has a lower claim value compared to the premiums Mrs H has paid. What happened Mrs H took out the Secur... (2 pages)View decision -
Decision Reference DRN-4917781
4 Apr 2025 Legal and General Assurance Society Limited UpheldInsuranceDRN-4917781 The complaint Mr W complains Legal and General Assurance Society Limited (L&G) have provided poor service when administering a life assurance policy. He says he was given incorrect information when trying to make changes to the policy, and there have been problems with t... (3 pages)View decision -
Decision Reference DRN-5411094
4 Apr 2025 Loans 2 Go Limited Not upheldConsumer CreditDRN-5411094 The complaint Miss M, through a representative, says Loans 2 Go Limited irresponsibly lent to her. What happened Miss M took out an 18-month instalment loan for £330 from Loans 2 Go on 6 September 2022. The monthly repayments were £67.83 and the total repayable was £1,220.94... (3 pages)View decision -
Decision Reference DRN-5199835
4 Apr 2025 AWP P&C S.A. UpheldInsuranceDRN-5199835 The complaint Mr and Mrs T are unhappy with the service they received from AWP P&C S.A. in relation to a travel insurance policy connected to a package bank account. What happened The details of this complaint are well known to both parties, so I won’t repeat them again ... (2 pages)View decision -
Decision Reference DRN-5302841
4 Apr 2025 MP Payments UK Limited Not upheldBanking and PaymentsDRN-5302841 The complaint Mr B complains that MP Payments UK Limited (trading as Zing) closed his account without providing a proper explanation. He also says Zing should have given him more notice. What happened The detailed background of this complaint is well known to both parties. ... (3 pages)View decision -
Decision Reference DRN-5244682
4 Apr 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5244682 The complaint Miss K complains about the quality of a car she has been financing through an agreement with STARTLINE MOTOR FINANCE LIMITED (who I’ll call SMF). What happened Miss K took receipt of a used car in June 2024. She financed the deal through a hire purchase agreeme... (3 pages)View decision -
Decision Reference DRN-5455901
4 Apr 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5455901 The complaint Mr W complains that Halifax Ltd treated him unfairly when it closed his account after it said he’d been abusive in a local branch. What happened Mr W held a current account with Halifax. In September 2023, Mr W visited his local Halifax branch to undertake a t... (4 pages)View decision -
Decision Reference DRN-5298450
4 Apr 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5298450 The complaint Miss H complains that HSBC UK Bank Plc treated her unfairly when it failed to freeze interest and charges on her credit card as agreed. She also felt the bank’s customer service had been poor. What happened Miss H told us: She had a credit card with HSBC an... (4 pages)View decision
