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 365360 results
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Decision Reference DRN-4719165
9 Apr 2024 N.I.I.B. Group Limited UpheldConsumer CreditDRN-4719165 The complaint Mrs A is unhappy that, when she was supplied with a car under a hire purchase agreement with N.I.I.B. Group Limited trading as Northridge Finance (‘Northridge’), they failed to clear the finance on the car she traded in. What happened In May 2023, Mrs A was suppli... (4 pages)View decision -
Decision Reference DRN-4731243
9 Apr 2024 Experian Limited Not upheldConsumer CreditDRN-4731243 The complaint Mr S complains that Experian Limited is failing to stop his credit file being searched by organisations that he has no financial connection with. What happened Mr S explains that his job means he has to assume that searches are being carried out by foreign state b... (2 pages)View decision -
Decision Reference DRN-4544343
9 Apr 2024 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4544343 The complaint Mr B complains about the quality of a car supplied by Santander Consumer (UK) Plc through a conditional sale agreement. What happened The parties are familiar with the background details of this complaint so I will only summarise them. It reflects my informal remi... (4 pages)View decision -
Decision Reference DRN-4555527
9 Apr 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4555527 The complaint Mr B complained because TSB Bank plc refused to refund him for a £500 cash withdrawal which he said he didn’t make. What happened On 26 October 2023, Mr B went to a cash machine to withdraw money. He said he planned to withdraw £10 or £20, so he put... (3 pages)View decision -
Decision Reference DRN-4446020
9 Apr 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4446020 The complaint Mr B complains that National Westminster Bank Plc won’t refund money he lost when he fell victim to an investment scam. Mr B is being represented by solicitors in his complaint. What happened The detailed background to this complaint is well known to both parties.... (2 pages)View decision -
Decision Reference DRN-4709989
9 Apr 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4709989 The complaint Miss M complains that Advantage Insurance Company Limited provided poor customer service when handling a claim under her motor insurance policy. Where I refer to Advantage, this includes the actions of its agents and claims handlers for which it takes responsibili... (3 pages)View decision -
Decision Reference DRN-4728924
9 Apr 2024 Advisory Insurance Brokers Limited Not upheldInsuranceDRN-4728924 The complaint Mrs R complains about the service provided by Advisory Insurance Brokers Limited (“AIB”) in relation to a claim on her business protection insurance policy. What happened In November 2015 Mrs R took out a commercial combined insurance policy for her business. AIB ... (2 pages)View decision -
Decision Reference DRN-4701176
9 Apr 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4701176 The complaint Miss Z holds a current account with Starling Bank Limited. In December 2023, a fraudster contacted her pretending to be her boss. The fraudster fooled her into buying six electronic giftcards from a well-known chain of shops by saying they were for an incentive sc... (3 pages)View decision -
Decision Reference DRN-4674796
9 Apr 2024 eBay Commerce UK Ltd UpheldBanking and PaymentsDRN-4674796 The complaint Mr G complains that eBay Commerce UK Ltd, following a transaction he’d made, failed to release his funds. What happened The details of this complaint are well known to both parties, so I will not repeat then again here. The facts are not in dispute so I will focus... (2 pages)View decision -
Decision Reference DRN-4719313
9 Apr 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4719313 The complaint Mr K complains that Bank of Scotland plc (trading as Halifax) won’t refund money he lost as a result of an investment scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in dispute,... (2 pages)View decision
