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 381082 results
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Decision Reference DRN-5124799
11 Dec 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5124799 The complaint Mrs W is unhappy with Nationwide Building Society. She said Nationwide gave her incorrect advice about her ISA. Mrs W said the advice meant she lost out on earning more interest. Mrs W wants Nationwide to give her the lost interest and compensate her. What hap... (3 pages)View decision -
Decision Reference DRN-5169337
11 Dec 2024 Nationwide Building Society UpheldInsuranceDRN-5169337 The complaint Mr B has complained that Nationwide Building Society changed the insurer of the travel insurance policy attached to his bank account, affecting his cover for a planned holiday. What happened In March 2024 Mr B booked a trip abroad beginning on 24 November 2024... (2 pages)View decision -
Decision Reference DRN-5176196
11 Dec 2024 Mi Vehicle Finance Limited UpheldConsumer CreditDRN-5176196 The complaint Miss D is unhappy that a car supplied to her under a hire purchase agreement with MI Vehicle Finance Limited (‘MI’) was of an unsatisfactory quality. What happened In December 2022, Miss D was supplied with a used car through a hire purchase agreement with MI.... (4 pages)View decision -
Decision Reference DRN-4986344
11 Dec 2024 BUPA Insurance Limited Not upheldInsuranceDRN-4986344 The complaint Mr D complains that BUPA Insurance Limited declined his claim against his private medical insurance policy. What happened In summary, Mr D has been a member of BUPA for some years. The policy relevant to this complaint started on 7 August 2023. The membership ... (4 pages)View decision -
Decision Reference DRN-5029971
11 Dec 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5029971 The Complaint Mr G’s complaint is, in essence, that Mitsubishi HC Capital UK Plc (the ‘Lender’) acted unfairly and unreasonably under the Consumer Credit Act 1974 (as amended) (the ‘CCA’) in relation to a loan taken to purchase a timeshare. Background to the Complaint Mr G... (4 pages)View decision -
Decision Reference DRN-5204435
11 Dec 2024 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5204435 The complaint Mr H complains that the car he acquired through a hire purchase agreement with CA AUTO FINANCE UK LTD (“CA AUTO”) wasn’t of satisfactory quality. He wants to reject the car. What happened Mr H entered a hire purchase agreement in February 2024 to acquire a used... (3 pages)View decision -
Decision Reference DRN-5205094
11 Dec 2024 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5205094 The complaint Mr F complains that The Royal Bank of Scotland Plc (“RBS”) hasn’t treated him fairly in relation to two credit card accounts he has with it. What happened Mr F had a previous complaint with this Service about some lending he had with RBS – the two credit cards... (6 pages)View decision -
Decision Reference DRN-5119646
11 Dec 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5119646 The complaint Mrs C has complained Nationwide Building Society won’t refund £86.32 as the result of a purchase scam. What happened Mrs C was looking to buy an item on Facebook marketplace for her brother. She transferred £86.32 from her Nationwide account to another transfer... (2 pages)View decision -
Decision Reference DRN-5122866
11 Dec 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-5122866 The complaint Miss H complains that Wise Payments Limited hasn’t protected her from losing money to fraud. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, in October and November 2023 payment... (2 pages)View decision -
Decision Reference DRN-5153115
11 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5153115 The complaint Mr A has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In February 2024 Mr A was told by Monzo that they were closing his account. They also lodged a fraud-related marker on his record ... (2 pages)View decision
