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 371485 results
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Decision Reference DRN-4859635
30 Jul 2024 Social Money Limited Not upheldConsumer CreditDRN-4859635 The complaint Miss B, who is represented by her father, complains that Social Money Limited, trading as Payl8r (‘Payl8r’) irresponsibly gave her a loan she couldn’t afford and without carrying out proper checks. For simplicity, I will refer to the business throughout as ‘Pay... (3 pages)View decision -
Decision Reference DRN-4903130
30 Jul 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-4903130 The complaint Ms C complains about a credit card account she had with Vanquis Bank Limited. More specifically, I understand Ms C is unhappy about the sale of the policy to her and because she says she never received the benefits from the Repayment Option Plan (ROP) product o... (2 pages)View decision -
Decision Reference DRN-4935050
30 Jul 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4935050 The complaint Mr C has complained about the way Bank of Scotland plc trading as Halifax dealt with his claim for money back in relation to purchases he made using his credit card. What happened From August 2022 to March 2023 Mr C said he participated in a promotion run by a... (6 pages)View decision -
Decision Reference DRN-4748205
30 Jul 2024 Aviva Insurance Limited UpheldInsuranceDRN-4748205 The complaint Mr Q complains that Aviva Insurance Limited (Aviva) failed to repair his car in full after an accident when driving, under his motor insurance policy. What happened Mr Q damaged his car when he drove onto a kerb in April 2023. He made a claim to Aviva, which it... (4 pages)View decision -
Decision Reference DRN-4910317
30 Jul 2024 Zopa Bank Limited UpheldBanking and PaymentsDRN-4910317 The complaint Mr T complains that Zopa Bank Limited (“Zopa”) refused to default his account until he was six months in arrears. He’s also unhappy that Zopa told him it would be consider a partial settlement offer until the account had defaulted. What happened Mr T took out a... (3 pages)View decision -
Decision Reference DRN-4857922
30 Jul 2024 Oodle Financial Services Limited UpheldConsumer CreditDRN-4857922 The complaint Mr V complains Oodle Financial Services Limited trading as Oodle Car Finance shouldn’t have lent to him as he couldn’t afford the finance. Mr V in bringing his complaint is represented by a third party. For ease of reading I will only refer to Mr V in my decisi... (4 pages)View decision -
Decision Reference DRN-4935254
30 Jul 2024 Arch Insurance (UK) Limited Not upheldInsuranceDRN-4935254 The complaint Mr U complains that Arch Insurance (UK) Limited unfairly declined a subsidence claim under his Property Investors insurance policy and removed subsidence cover dating back to the policy’s inception. Where I refer to Arch, this includes the actions of its agent... (3 pages)View decision -
Decision Reference DRN-4910865
30 Jul 2024 Barclays Bank UK PLC Not upheldConsumer CreditDRN-4910865 The complaint Mr J says Barclays Bank UK PLC lent irresponsibly when providing him with a loan in 2019. What happened In May 2019, Barclays loaned Mr J £8,400 over a 36-month term. The annual percentage rate of interest (APR) charged was 21.623% and the monthly repayments we... (3 pages)View decision -
Decision Reference DRN-4874169
30 Jul 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4874169 The complaint Mr S complains Bank of Scotland plc trading as Halifax (Halifax) failed to provide him with sufficient notice before terminating his paper bank account statements. What happened Mr S says in November 2023 he received a letter from Halifax stating his paper bank... (2 pages)View decision -
Decision Reference DRN-4489562
30 Jul 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4489562 The complaint Miss F complains that National Westminster Bank Plc (NatWest) failed to stop payments being taken from her account. What happened Miss F disputed payments that were being taken from her account by a merchant I will call “L.” NatWest raised a chargeback claim an... (2 pages)View decision
