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-5309390
14 Feb 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5309390 The complaint Mr B complains that Moneybarn No.1 Limited trading as Moneybarn (“Moneybarn”) lent to him without carrying out sufficient checks. What happened In July 2022, Moneybarn provided Mr B with a conditional sale agreement for a used car through a credit intermediar... (4 pages)View decision -
Decision Reference DRN-5328407
14 Feb 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5328407 The complaint Miss H complains Bank of Scotland plc trading as Halifax didn’t do enough to help get a refund for a purchase made on her debit card. What happened Miss H booked a holiday, paying in instalments with her Halifax debit card between January and July 2024. On arr... (3 pages)View decision -
Decision Reference DRN-5133898
14 Feb 2025 Vanguard Asset Management, Ltd UpheldInvestmentsDRN-5133898 The complaint Mr Y complains about the way Vanguard Asset Management, Ltd (Vanguard) have administered his Individual Savings Account (ISA). What happened The details of what happened are well known to both parties. So, I will just summarise them here. Mr Y holds an ISA wi... (2 pages)View decision -
Decision Reference DRN-5095132
14 Feb 2025 Healthcare Finance Limited Not upheldConsumer CreditDRN-5095132 The complaint Mr K has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which he paid for with credit it provided. What happened In October 2022 Mr K entered into a two-year fixed sum loan agreement... (3 pages)View decision -
Decision Reference DRN-5332519
14 Feb 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5332519 The complaint Mr and Mrs K are unhappy that Nationwide Building Society has decided not to refund them the money they lost, to what they believed was an Authorised Push Payment (“APP”) scam. What happened I issued my provisional decision on this complaint on 20 December 202... (3 pages)View decision -
Decision Reference DRN-5260318
14 Feb 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5260318 Complaint Ms T has essentially complained that National Westminster Bank Plc (“NatWest”) unfairly continued applying charges to her overdraft even when it was clear that she was in financial difficulty and failing to see a credit balance for an extended period. Background O... (3 pages)View decision -
Decision Reference DRN-5187815
14 Feb 2025 Society of Lloyd's Not upheldInsuranceDRN-5187815 The complaint Mr R complains about Society of Lloyd’s decision that a subsidence claim made under his landlord insurance policy should be declined. What happened Mr R has a landlord insurance policy underwritten through Society of Lloyd’s (SoL) which covers a property he own... (2 pages)View decision -
Decision Reference DRN-4876382
14 Feb 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4876382 The complaint Mr H complains about the quality of a used car he acquired through a conditional sale agreement financed by Moneybarn No. 1 Limited trading as Moneybarn (Moneybarn). What happened In July 2023, Mr H acquired a used car through a conditional sale agreement, fina... (4 pages)View decision -
Decision Reference DRN-5312909
14 Feb 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5312909 The complaint Mrs W complains about Domestic & General Insurance Plc’s (“D&G”) decision to decline to offer any assistance following a claim she made under her appliance insurance policy. What happened Mrs W says her tumble dryer developed a fault, so she reported t... (2 pages)View decision -
Decision Reference DRN-5268553
14 Feb 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5268553 The complaint Miss D and Mr G have complained about the way Inter Partner Assistance SA (IPA) has handled a claim they made on a travel insurance policy. As it is Miss D leading on the complaint, I will mostly just be referring to her in this decision. What happened Miss D... (3 pages)View decision
