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 364862 results
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Decision Reference DRN-4673698
2 Apr 2024 Loans 2 Go Limited Not upheldConsumer CreditDRN-4673698 The complaint Mr K complains that Loans 2 Go Limited was irresponsible in its lending to him. What happened Mr K was provided with two loans from Loans 2 Go. The first in May 2019 for £750 (Loan 1) and the second in November 2023 for £2,000 (Loan 2). He says that at the time of... (3 pages)View decision -
Decision Reference DRN-4652405
2 Apr 2024 Admiral Financial Services Limited UpheldConsumer CreditDRN-4652405 The complaint Mrs P is complaining about Admiral Financial Services Limited trading as Admiral Money because she says it lent to her irresponsibly by providing a loan she couldn’t afford to repay. What happened In March 2022, Admiral Money gave Mrs P a loan of £12,500 for a ter... (4 pages)View decision -
Decision Reference DRN-4513853
2 Apr 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4513853 The complaint Mr S complains about problems his wife (who is an authorised user of his credit card) experienced when trying to use her credit card. He’s also unhappy with the level of customer service he received from Barclays Bank UK PLC trading as Barclaycard. What happened T... (3 pages)View decision -
Decision Reference DRN-4564143
2 Apr 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4564143 The complaint P, a limited company, complains that Santander UK Plc acted unfairly when it asked P for some information and then went on to block P’s account. P says the bank provided a poor level of service. P is represented by one of its directors, who I’ll call Mr M. What ha... (3 pages)View decision -
Decision Reference DRN-4702602
2 Apr 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4702602 The complaint Mr M complains that Royal and Sun Alliance (RSA) declined his claim on his motor insurance policy. He wants an apology and for it to settle his claim. What happened Mr M’s car was damaged in an incident, and he told RSA his brother, a named driver on the policy, h... (2 pages)View decision -
Decision Reference DRN-4716644
2 Apr 2024 Zopa Bank Limited UpheldConsumer CreditDRN-4716644 The complaint Mr A complains Zopa Bank Limited is reporting incorrect information to credit reference agencies. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The facts aren’t in dispute, so I’ll focus on giving th... (2 pages)View decision -
Decision Reference DRN-4499432
2 Apr 2024 Topaz Finance Limited UpheldMortgagesDRN-4499432 The complaint Mr A complains that Topaz Finance Limited has repeatedly provided the wrong amount for the arrears on his mortgage, increasing it by around £2,000. Mr A said he thought Topaz was trying to get him to pay more than he owed. What happened Mr A said that when he call... (2 pages)View decision -
Decision Reference DRN-4566236
2 Apr 2024 AXA PPP Healthcare Limited Not upheldInsuranceDRN-4566236 The complaint Mr and Mrs B are unhappy with how AXA PPP Healthcare Limited handled their claim. What happened Mrs B needed an operation, so she contacted AXA as the insurer of her private medical insurance policy. Mrs B’s consultant told AXA that the case was particularly compl... (3 pages)View decision -
Decision Reference DRN-4533490
2 Apr 2024 Bamboo Limited Not upheldConsumer CreditDRN-4533490 The complaint Mr M, who is represented by a third party, says Bamboo Limited (“Bamboo”) irresponsibly lent to him. What happened This complaint is about three loans that were each taken out by way of fixed sum loan agreements. For the first loan, Bamboo lent £1,000 to Mr M in ... (3 pages)View decision -
Decision Reference DRN-4617825
2 Apr 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4617825 The complaint Mrs L complains Bank of Scotland plc (“BOS”) hasn’t treated her fairly in connection with a dispute over work to a van which was paid for with a card on her BOS credit card account. Mrs L has been represented in her complaint by her husband, Mr L. When I refer to ... (4 pages)View decision
