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-5012359
12 Nov 2024 Care by Volvo Car UK Limited Not upheldConsumer CreditDRN-5012359 The complaint Mr M complains about end of lease charges he was asked to pay by Care by Volvo Car UK Limited (‘Volvo’) when he returned a car he had been financing through an agreement with them. What happened In February 2024 Mr M returned a car he had been financing through... (2 pages)View decision -
Decision Reference DRN-5141074
12 Nov 2024 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5141074 The complaint Mr F says The Royal Bank of Scotland PLC (“RBS”) refuses to refund him for transactions on his account he doesn’t think were authorised. He is also unhappy that RBS has not supplied the information he requested several times. What happened The facts of this ca... (3 pages)View decision -
Decision Reference DRN-5061858
12 Nov 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5061858 The complaint Mr D and Miss W complain that Liverpool Victoria Insurance Company Limited (“LV”) failed to check and note an incorrect entry on the Claims & Underwriting Exchange (CUE) database. The policy is in joint names but I’ll refer to Mr ... (3 pages)View decision -
Decision Reference DRN-4837924
12 Nov 2024 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-4837924 The complaint Miss P complains about a car acquired through a Conditional Sale agreement with Stellantis Financial Services UK Limited (‘Stellantis’). Miss P has had problems with the car and says these defects would’ve been present when the car was supplied. She says she r... (5 pages)View decision -
Decision Reference DRN-4954921
12 Nov 2024 Paragon Bank Plc UpheldInvestmentsDRN-4954921 The complaint Mr L complains that Paragon Bank Plc failed to complete his application for an Individual Savings Account (ISA) transfer. What happened Mr L sent Paragon an incorrectly completed ISA transfer form in early September 2023. The transfer was rejected by the ceding... (2 pages)View decision -
Decision Reference DRN-5128071
12 Nov 2024 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5128071 The complaint and what happened Mr W has complained about Mitsubishi HC Capital UK Plc, trading as Hitachi Capital Consumer Finance’s (“Mitsubishi’s”) response to a claim he made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’) and in relation to allegat... (7 pages)View decision -
Decision Reference DRN-5097045
12 Nov 2024 Tandem Bank Limited Not upheldBanking and PaymentsDRN-5097045 The complaint Mr H complains that Tandem Bank Limited won’t allow him to close his fixed term savings account early. What happened Mr H opened a five-year fixed term savings account in September 2023 with a deposit of £15,000. He contacted Tandem in 2024 as he wanted to cl... (3 pages)View decision -
Decision Reference DRN-4962098
12 Nov 2024 Close Asset Management Limited Not upheldInvestmentsDRN-4962098 The complaint Ms B’s complaint against Close Asset Management Limited (“CBAM”) relates to charges she has paid on some of her investments. She is concerned that CBAM have charged fees without providing any service to her. What happened In November 2022 CBAM sent Ms B a state... (4 pages)View decision -
Decision Reference DRN-5094701
12 Nov 2024 Curve UK Limited UpheldBanking and PaymentsDRN-5094701 The complaint Mr B has complained that the Go Back in Time feature (“GBiT”) on his Curve UK Limited (“Curve”) account has not worked since September 2023. What happened In response to Mr B’s complaint, Curve offered Mr B £50 compensation, a free months’ subscription and £5 i... (2 pages)View decision -
Decision Reference DRN-5031773
12 Nov 2024 Domestic & General Insurance Plc UpheldInsuranceDRN-5031773 The complaint Mr C has complained that Domestic & General Insurance Plc (‘D&G’) declined his claim under his appliance insurance policy and mis-sold the policy to him. For the avoidance of doubt, the term ‘D&G’ also includes reference to its agents and representa... (3 pages)View decision
