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 362716 results
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Decision Reference DRN-4574020
7 Jun 2024 Kensington Mortgage Company Limited UpheldMortgagesDRN-4574020 The complaint Mr and Mrs N’s complaint is about their mortgage account with Kensington Mortgages Limited. Mr and Mrs N believe Kensington hasn’t treated them fairly by refusing to allow them to switch to a new interest rate product. To settle the complaint, Mr and Mrs N want Ke... (3 pages)View decision -
Decision Reference DRN-4825828
7 Jun 2024 Loans 2 Go Limited UpheldConsumer CreditDRN-4825828 Complaint Mr N has complained that Loans 2 Go Limited (“L2G”) provided him with an unaffordable loan. Background L2G provided Mr N with a loan of £870 in July 2023. This loan had an APR of 769.9% and an 18-month term. This all meant the total amount repayable of £3,218.94, whic... (4 pages)View decision -
Decision Reference DRN-4811540
7 Jun 2024 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-4811540 Complaint Miss B complains that CA Auto Finance UK LTD (at the time trading as “FCA Automotive” Services UK Ltd) unfairly entered into a hire-purchase agreement with her. She’s said the high amount of existing debt she had made this agreement unaffordable and so she shouldn’t h... (3 pages)View decision -
Decision Reference DRN-4820845
7 Jun 2024 Oakbrook Finance Limited Not upheldConsumer CreditDRN-4820845 Complaint Mr M has complained about a loan Oakbrook Finance Limited (trading as “Likely Loans”) provided to him. He says he shouldn’t have been lent to and this would have been apparent had his credit file been looked at properly. Background Likely Loans provided Mr M with a lo... (2 pages)View decision -
Decision Reference DRN-4761103
7 Jun 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4761103 The complaint Mrs D complains that Santander UK Plc caused her stress and inconvenience regarding communications she received from them. What happened Mrs D says that Santander have caused her stress and inconvenience regarding emails that she’s been receiving from them. She sa... (2 pages)View decision -
Decision Reference DRN-4808809
7 Jun 2024 Advantage Finance Ltd Not upheldConsumer CreditDRN-4808809 Complaint Miss B complains that Advantage Finance Ltd (“Advantage Finance”) unfairly entered into a hire-purchase agreement with her. She’s effectively said that the payments to the agreement were unaffordable and so it shouldn’t have been provided to her. Background In Februar... (3 pages)View decision -
Decision Reference DRN-4829953
7 Jun 2024 U K Insurance Limited Not upheldInsuranceDRN-4829953 The complaint Mr and Mrs M have complained that UK Insurance Limited (UKI) declined a claim they made on their travel insurance policy. What happened Mr and Mrs M and their two children we due to go on holiday in October 2023. They left in their car in plenty of time to reach t... (2 pages)View decision -
Decision Reference DRN-4745344
7 Jun 2024 Principality Building Society Not upheldMortgagesDRN-4745344 The complaint Mr and Mrs D complain that Principality Building Society delayed a decision on their mortgage application unnecessarily causing them extra costs and delayed their application to another lender. What happened Mr and Mrs D own a property bought in 2021 with a loan f... (3 pages)View decision -
Decision Reference DRN-4778778
7 Jun 2024 Mortgage Agency Services Number Five Limited UpheldMortgagesDRN-4778778 The complaint Mr and Mrs F complain that Mortgage Agency Services Number Five Limited (MAS5) increased the interest rate it charged on their mortgage unfairly. What happened Mr and Mrs F took out a mortgage for approximately £150,000 in 2006, on an interest only basis. Their in... (10 pages)View decision -
Decision Reference DRN-4839452
7 Jun 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4839452 The complaint Mis A complains Lloyds Bank PLC failed to provide her with sufficient support since she’s been experiencing financial difficulties. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The facts aren’t in d... (3 pages)View decision
