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 362196 results
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Decision Reference DRN-4536180
27 Mar 2024 RCI Financial Services Limited Not upheldConsumer CreditDRN-4536180 The complaint Miss N is unhappy with how RCI Financial Services Limited’s (RCI) treated her when she was in financial difficulty. What happened In September 2016, Miss N was supplied with a new car through a hire purchase agreement with RCI. The agreement was for 48 months, wit... (3 pages)View decision -
Decision Reference DRN-4588170
27 Mar 2024 Lantern Debt Recovery Services Ltd Not upheldConsumer CreditDRN-4588170 The complaint Mr T complains that Lantern Debt Recovery Services Ltd (Lantern) haven’t investigated his complaint about irresponsible lending of a loan and harassment to repay it, from the original lender. What happened Mr T held a loan with a lender, which I’ll refer to as Com... (3 pages)View decision -
Decision Reference DRN-4230313
27 Mar 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4230313 The complaint Mr K complains BMW Financial Services (GB) Limited (BMW) irresponsibly entered into two hire purchase agreements because it failed to complete reasonable and proportionate checks to ensure the agreement was affordable for him. What happened On 16 August 2019, Mr K... (6 pages)View decision -
Decision Reference DRN-4490839
27 Mar 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4490839 The complaint Mr M complains Barclays Bank UK PLC (“Barclays”) blocked his account without explanation, and later closed it without notice. Mr M also complains about the customer service he’s received. Mr M says Barclays’ actions have caused him substantive financial loss, dist... (3 pages)View decision -
Decision Reference DRN-4709536
27 Mar 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4709536 The complaint Mrs S complains about HSBC UK Bank Plc’s response to her attempts to recover money she’d paid using her debit card for a holiday that didn’t go ahead due to the insolvency of her holiday provider. Background to this decision I recently issued a provisional decisio... (4 pages)View decision -
Decision Reference DRN-4512657
27 Mar 2024 Vauxhall Finance plc UpheldConsumer CreditDRN-4512657 The complaint Mr X complains about the quality of a vehicle he acquired from Vauxhall Finance plc (“Vauxhall”) What happened Mr X acquired a vehicle through a conditional sale agreement with Vauxhall in October 2021. It was around one year old and had travelled around 23,000 mi... (6 pages)View decision -
Decision Reference DRN-4707042
27 Mar 2024 Epayments Systems Ltd UpheldBanking and PaymentsDRN-4707042 The complaint G complain Epayments Systems Ltd (“Epayments”) should compensate them for being unfairly deprived of their funds. What happened On 11 February 2020 the regulator, The Financial Conduct Authority (FCA) placed limitations on Epayments. As a result Epayments were not... (3 pages)View decision -
Decision Reference DRN-4699685
27 Mar 2024 Blemain Finance Limited Not upheldMortgagesDRN-4699685 The complaint Mrs W has complained about a loan she holds with Blemain Finance Limited, which trades as Together. What happened Mrs W took out this loan in November 2007 through a mortgage broker. She borrowed £22,000 (plus fees) over an 18-year term at an interest rate of 13.2... (3 pages)View decision -
Decision Reference DRN-4707977
27 Mar 2024 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-4707977 The complaint Mr R complains that Clydesdale Financial Services Limited, trading as Barclays Partner Finance, won’t refund to him the money that he paid to upgrade a holiday club membership. He’s being represented in his complaint by a claims management company. What happened M... (5 pages)View decision -
Decision Reference DRN-4695821
27 Mar 2024 Metro Bank PLC UpheldConsumer CreditDRN-4695821 The complaint Mrs B says Metro Bank PLC, trading as RateSetter, lent irresponsibly when providing her with a loan in 2023. What happened In April 2023, Metro loaned Mrs B £19,500 over a 60-month term. The purpose of the loan was to fund home improvements. The interest rate on t... (3 pages)View decision
