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 371633 results
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Decision Reference DRN-5000615
6 Sep 2024 One Call Insurance Services Limited UpheldInsuranceDRN-5000615 The complaint Mr C complains that One Call Insurance Services Limited gave him incorrect information about cancelling a motor insurance policy following a claim. What happened The subject matter of the claim and the complaint is a car made by a premium-brand car maker and f... (5 pages)View decision -
Decision Reference DRN-5006712
6 Sep 2024 National Westminster Bank Plc UpheldMortgagesDRN-5006712 The complaint Mr C and Ms D complain that National Westminster Bank Plc has recorded missed payments on their credit files, for a period at the end of 2021 when Mr C had agreed a payment arrangement with NatWest. Mr C said he paid the amount agreed at the time. What happened... (4 pages)View decision -
Decision Reference DRN-4922321
6 Sep 2024 Specialist Motor Finance Limited UpheldConsumer CreditDRN-4922321 The complaint Mr T complains through a representative that Specialist Motor Finance Limited (“SMF”) failed to conduct proportionate checks before it advanced finance to Mr T. What happened In October 2018, SMF provided Mr T with a hire purchase agreement for a used car whic... (4 pages)View decision -
Decision Reference DRN-4926158
6 Sep 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-4926158 The complaint Mr K is unhappy that Metro Bank PLC won’t reimburse taxi costs he incurred when he had to visit one of their branches. What happened Mr K contacted Metro on 12 April 2024 to enquire about a high value transfer he wanted to make from his Metro account to an acco... (3 pages)View decision -
Decision Reference DRN-5007241
6 Sep 2024 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5007241 The complaint Mr and Mrs C have complained about Mitsubishi HC Capital UK Plc’s (‘Mitsubishi’) response to a claim he made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’) and in relation to allegations of an unfair relationship taking in to account Sect... (5 pages)View decision -
Decision Reference DRN-4934473
6 Sep 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4934473 The complaint B, a limited company, complains that TSB Bank Plc unreasonably closed their account, and used their balance to pay off lending. They’d like the lending reinstated and compensation. What happened B held accounts with TSB. But in May 2023 they found they couldn’... (3 pages)View decision -
Decision Reference DRN-5004318
6 Sep 2024 Connells Limited Not upheldMortgagesDRN-5004318 The complaint Mr C and Mrs C complain they weren’t warned by Connells Limited that adding Mrs C to the mortgage Connells was securing for them, would attract a stamp duty charge, as Mrs C already owns a property. And the lawyers Connells recommended didn’t warn them either. ... (4 pages)View decision -
Decision Reference DRN-5004103
6 Sep 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5004103 The complaint Mr G complains that Vanquis Bank Limited (“Vanquis”) sent his new credit card and other documents to the wrong address, which led to fraudulent activity on his account and fraudulent credit applications being made in his name. What happened Mr G holds a credi... (3 pages)View decision -
Decision Reference DRN-5003069
6 Sep 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5003069 The complaint Mr B has complained about Creation Consumer Finance Ltd (‘Creation’)’s response to a claim he made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’) What happened In January 2014, Mr B bought a solar panel system (‘the system’), from a compa... (6 pages)View decision -
Decision Reference DRN-4842817
6 Sep 2024 Plus500UK Ltd Not upheldInvestmentsDRN-4842817 The complaint Mr M complains that Plus500UK Ltd preventing him from closing some contract for difference (CFD) positions on his account by incorrectly making the relevant CFD unavailable for trading. He says this led to him incurring a loss. What happened Mr M had opened sev... (4 pages)View decision
