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-5145854
14 Nov 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5145854 The complaint Mrs R has complained that NewDay Ltd, trading as Aquacard (“NewDay”), irresponsibly granted her a credit card account, and subsequently increased the credit limit, which she couldn’t afford to repay. What happened Mrs R took out a credit card with NewDay on 30 ... (6 pages)View decision -
Decision Reference DRN-5101780
13 Nov 2024 Frasers Group Financial Services Limited UpheldConsumer CreditDRN-5101780 The complaint Miss M complains that Frasers Group Financial Services Limited trading as Studio (“Studio”) continued to collect payments from her for over six years despite the account being in a credit position. What happened Miss M holds a credit account with Studio. In 201... (4 pages)View decision -
Decision Reference DRN-4832184
13 Nov 2024 Close Brothers Limited Not upheldConsumer CreditDRN-4832184 The complaint Miss T is unhappy that a car supplied to her under a conditional sale agreement with Close Brothers Limited (“Close Brothers”) was of an unsatisfactory quality. When I refer to what Miss T has said and what Close Brothers has said, it should also be taken to i... (3 pages)View decision -
Decision Reference DRN-5099448
13 Nov 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-5099448 The complaint Mr J complains that American Express Services Europe Limited (“AESEL”) declined to refund him for his purchase of a faulty hard drive. What happened In February 2021 Mr J bought four hard drives online, and paid for them with his AESEL credit card. One of the h... (2 pages)View decision -
Decision Reference DRN-5109086
13 Nov 2024 U K Insurance Limited Not upheldInsuranceDRN-5109086 The complaint Mr V complains that U K Insurance Limited is responsible for mishandling his claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a car, first registered in 2014. For the year from late May 2023,... (2 pages)View decision -
Decision Reference DRN-5094360
13 Nov 2024 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5094360 The complaint Mr S complains that a van that was supplied to him under a hire purchase agreement with CA Auto Finance UK Limited wasn’t of satisfactory quality. What happened A used van was supplied to Mr S under a hire purchase agreement with CA Auto Finance that he electro... (3 pages)View decision -
Decision Reference DRN-4750163
13 Nov 2024 Tandem Motor Finance Limited UpheldConsumer CreditDRN-4750163 The complaint Mr P is unhappy that a car supplied to him under a hire purchase agreement with Tandem Motor Finance Ltd was of an unsatisfactory quality. What happened In May 2023, Mr P was supplied with a used car through a hire purchase agreement with Tandem. He paid an ad... (4 pages)View decision -
Decision Reference DRN-5138967
13 Nov 2024 Black Horse Limited UpheldConsumer CreditDRN-5138967 The complaint Mrs H is unhappy with the quality of a caravan supplied under a hire purchase agreement provided by Black Horse Limited. What happened Around the beginning of June 2023 Mrs H acquired a brand new caravan under a hire purchase agreement with Black Horse. The car... (7 pages)View decision -
Decision Reference DRN-5041280
13 Nov 2024 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5041280 The complaint Mr C complains that Scottish Widows Limited (SWL) used the two pension funds he held with it to buy annuities after he’d told them he didn’t want to purchase annuities. What happened Mr C had two with-profit pension policies with SWL. SWL wrote to Mr C on 22 Ap... (7 pages)View decision -
Decision Reference DRN-4492261
13 Nov 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4492261 The complaint Mrs P has complained about the way Shawbrook Bank Limited responded to claims she’d made under section 75 (“s.75”) of the Consumer Credit Act 1974 (the “CCA”) and in relation to an alleged unfair relationship taking into account section 140A (“s.140A”) of the C... (4 pages)View decision
