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 370904 results
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Decision Reference DRN-4746243
2 Jul 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4746243 The complaint Mr M complains that National Westminster Bank UK Plc unreasonably closed his accounts. He would like to be compensated for the inconvenience. What happened The background to this complaint is well known to both parties, so I will cover it only briefly here. Mr M h... (3 pages)View decision -
Decision Reference DRN-4696479
2 Jul 2024 Santander UK Plc Not upheldConsumer CreditDRN-4696479 The complaint Mr H complains that Santander UK Plc overcharged him when he paid off his personal loan early. What happened Mr H took out a personal loan with Santander for £25,000 starting in January 2021. The loan was for 60 months, with fixed monthly payments of £448.77. Mr H... (4 pages)View decision -
Decision Reference DRN-4736344
2 Jul 2024 Startline Motor Finance Limited UpheldConsumer CreditDRN-4736344 The complaint Ms R is unhappy that a car supplied to her by Startline Motor Finance Limited was not of satisfactory quality. She complains about the way in which Startline dealt with her concerns. What happened In October 2022 Ms R acquired a used car through a hire-purchase ag... (4 pages)View decision -
Decision Reference DRN-4883783
2 Jul 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4883783 The complaint Mr and Mrs Y complain that AXA Insurance UK Plc (AXA) refused to fully repair all the damage caused to a road following a water leak, provided poor service, and wouldn’t rectify issues with their turf and patio under their home Insurance policy. Reference to AXA i... (4 pages)View decision -
Decision Reference DRN-4503381
2 Jul 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4503381 The complaint Mrs S complains that Mitsubishi HC Capital UK PLC trading as Novuna 1 (‘Novuna’) is liable to pay her compensation following a complaint made about a timeshare bought using credit provided by Novuna. What happened On 23 July 2012, whilst existing members of a time... (3 pages)View decision -
Decision Reference DRN-4485862
2 Jul 2024 Bank of Ireland (UK) Plc Not upheldBanking and PaymentsDRN-4485862 The complaint Mr M complains that Bank of Ireland (UK) Plc, trading as the Post Office cannot locate his savings bond account and has lost the funds he had invested in it. What happened Mr M deposited £7,000 into a Post Office 12 Month Growth Bond in 2009. He said he must have ... (3 pages)View decision -
Decision Reference DRN-4876915
2 Jul 2024 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-4876915 The complaint Mr J complains that Clydesdale Financial Services Limited trading as Barclays Partner Finance (‘BPF’) is liable to pay him compensation following a complaint made about a timeshare bought using credit provided by BPF. What happened On 9 February 2011, Mr J bought ... (2 pages)View decision -
Decision Reference DRN-4654546
2 Jul 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4654546 The complaint Miss L complains about the customer service she received from American Express Services Europe Limited (AESEL) when she applied for a Platinum credit card. What happened Miss L had a Gold credit card with AESEL. On 9 January 2024 she called AESEL to discuss gettin... (3 pages)View decision -
Decision Reference DRN-4791340
2 Jul 2024 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-4791340 The complaint Miss M complains that Clydesdale Financial Services Limited, trading as Barclays Partner Finance (“BPF”) irresponsibly granted her a fixed sum loan agreement she couldn’t afford to repay. What happened In August 2020, Miss M was approved for a fixed sum loan agree... (3 pages)View decision -
Decision Reference DRN-4694295
2 Jul 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4694295 The complaint Mr B complains that HSBC Bank Plc wrongly recalled funds which he sent to his brother. The funds have not been returned to him or applied to his brother’s account. What happened Mr B held a current account with HSBC, as well as two loan accounts. On 1 and 2 June 2... (2 pages)View decision
