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 370149 results
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Decision Reference DRN-4980269
22 Aug 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4980269 The complaint Mr R complains Clydesdale Bank Plc trading as Virgin Money (“VM”) has failed to honour a claim he brought under section 75 of the Consumer Credit Act 1974 (“CCA”). What happened I issued a provisional decision on Mr R’s complaint on 24 July 2024, a copy of whic... (12 pages)View decision -
Decision Reference DRN-4829661
22 Aug 2024 Shawbrook Bank Limited UpheldConsumer CreditDRN-4829661 The complaint Miss N complains that Shawbrook Bank Limited (“Shawbrook”) extended the term of her loan without her consent and that they didn’t provide an adequate explanation. What happened Miss N took out a loan with Shawbrook in March 2017. Repayments were scheduled over ... (2 pages)View decision -
Decision Reference DRN-4619615
22 Aug 2024 Topaz Finance Limited Not upheldMortgagesDRN-4619615 The complaint Mr K’s complaint is about his mortgage with Topaz Finance Limited trading as Rosinca Mortgages. Mr K says that Rosinca unfairly paid a demand for service charges without his consent and added them to his mortgage account. To settle the complaint, Mr K wants Ro... (3 pages)View decision -
Decision Reference DRN-4938742
22 Aug 2024 Nationwide Building Society Not upheldMortgagesDRN-4938742 The complaint Mr D complains that Nationwide Building Society has unfairly refused to allow him to borrow the amount he requires. As a result of its refusal, he says he will incur an early repayment charge (ERC) when he redeems his mortgage. In order to put matters right Mr ... (3 pages)View decision -
Decision Reference DRN-4746430
22 Aug 2024 Paragon Bank Plc Not upheldConsumer CreditDRN-4746430 The complaint Mr G has complained Paragon Bank plc, trading as Paragon Motor Finance, is continuing to hold him liable for the remainder of credit agreement despite him confirming his car had been stolen. What happened Mr G took out a credit agreement with Paragon in March 2... (2 pages)View decision -
Decision Reference DRN-4976675
22 Aug 2024 Accelerant Insurance Europe SA/NV UK Branch Not upheldInsuranceDRN-4976675 The complaint B, a limited company, complains that Accelerant Insurance Europe SA/NV handled their insurance claim unfairly. Reference to Accelerant will include those who have acted on their behalf. What happened B’s premises suffered damage following a fire in September 20... (2 pages)View decision -
Decision Reference DRN-4732038
22 Aug 2024 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-4732038 The complaint Mr M is unhappy that Aviva Life & Pensions UK Limited (Aviva) provided him with an incorrect annuity value in January 2023. What happened Mr M has a Section 32 pension plan with Aviva, which had a guaranteed minimum pension (GMP). At the end of December 20... (5 pages)View decision -
Decision Reference DRN-4947330
22 Aug 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4947330 The complaint Ms B complains that TSB Bank plc (“TSB”) closed her local branch early on the day she had pre-arranged a visit to it. What happened The details of this complaint are well known to both parties, so I have just provided an overview of key events here. Ms B plan... (2 pages)View decision -
Decision Reference DRN-4979994
22 Aug 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4979994 The complaint Mr A is unhappy that Aviva Insurance Limited (Aviva) declined a claim on his travel insurance policy. Any reference to Aviva includes all its agents. What happened Mr A had a travel insurance policy alongside his bank current account. The underwriter of the pol... (3 pages)View decision -
Decision Reference DRN-4953546
22 Aug 2024 Oodle Financial Services Limited Not upheldConsumer CreditDRN-4953546 The complaint Miss M is unhappy that a car supplied to her under a hire purchase agreement with Oodle Financial Services Limited trading as Oodle Car Finance was of an unsatisfactory quality. What happened In January 2022, Miss M was supplied with a used car through a hire ... (4 pages)View decision
