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 360982 results
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Decision Reference DRN-4464635
7 May 2024 Tesla Financial Services Limited UpheldConsumer CreditDRN-4464635 The complaint Mr B is unhappy with a hire agreement taken with Tesla Financial Services Limited (‘TFS’). Mr B says he was told he could hand the car back once he had made 50% of the payments, but he found out later this was incorrect. What happened Towards the end of April 2023... (4 pages)View decision -
Decision Reference DRN-4741452
7 May 2024 FirstRand Bank Limited Not upheldConsumer CreditDRN-4741452 Complaint Ms M complains that FirstRand Bank Limited (trading as “MotoNovo” Finance) unfairly entered into a hire-purchase agreement with her. She’s said the payments to her agreement were unaffordable. Background In October 2017, MotoNovo provided Ms M with finance for a used ... (3 pages)View decision -
Decision Reference DRN-4686855
7 May 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4686855 The complaint Mr K complains that Lloyds Bank PLC (Lloyds) defaulted his account What happened Mr K had an account with Lloyds since he was 11. He went to university and then, because of the pandemic, he relocated to another address, but didn’t tell Lloyds. He had an overdraft ... (3 pages)View decision -
Decision Reference DRN-4754308
7 May 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4754308 Complaint Mr R has complained about an overdraft that Santander UK Plc (“Santander”) provided to him. He says the overdraft he was provided with, which was then had its limit increased, was unaffordable for him and he was allowed to continue using even when he was using it unsu... (3 pages)View decision -
Decision Reference DRN-4721068
7 May 2024 Secure Trust Bank Plc Not upheldConsumer CreditDRN-4721068 Complaint Mr A complains that Secure Trust Bank (trading as “Moneyway”) unfairly entered into a hire- purchase agreement with him. He’s said that the agreement was unaffordable. Background In March 2019, Moneyway provided Mr A with finance for a used car. The cash price of the... (3 pages)View decision -
Decision Reference DRN-4711178
7 May 2024 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-4711178 Complaint Mr C complains that Specialist Motor Finance Limited (“SMF”) unfairly entered into a hire- purchase agreement with him. He’s said that the agreement was unaffordable. Background In July 2022, SMF provided Mr C with finance for a used car. The cash price of the vehicle... (3 pages)View decision -
Decision Reference DRN-4773085
7 May 2024 J D Williams & Company Limited Not upheldConsumer CreditDRN-4773085 Complaint Ms S has effectively complained that J D Williams & Company Limited (trading as “Ambrose Wilson”) irresponsibly provided her with a catalogue shopping account and limit increases despite the fact that they were unaffordable. Background Ms S was provided with a cat... (3 pages)View decision -
Decision Reference DRN-4782303
7 May 2024 Domestic & General Insurance Plc UpheldInsuranceDRN-4782303 The complaint Mr S complains about the replacement phone he’s been provided by Domestic & General Insurance Plc (D&G) following a claim under his phone and television hardware insurance policy. What happened Mr S made a claim for damage to a phone insured under his phon... (3 pages)View decision -
Decision Reference DRN-4782233
7 May 2024 Pinnacle Insurance Plc Not upheldInsuranceDRN-4782233 The complaint Mr C complains about Pinnacle Insurance Plc’s trading as Helpucover (“Pinnacle”) decision to decline a pet insurance claim. Any reference to Pinnacle includes the actions of its agents. What happened The circumstances of this complaint are well known to both parti... (3 pages)View decision -
Decision Reference DRN-4684396
7 May 2024 more 2 life Ltd Not upheldMortgagesDRN-4684396 The complaint This complaint is about an equity release mortgage held by the estate of Mr S with more 2 life Ltd (M2L). Mr S’ estate is represented here by the executor, who also lives in the mortgaged property (which is configured as two discrete residences) with his family. T... (3 pages)View decision
