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 364766 results
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Decision Reference DRN-4656193
14 Mar 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4656193 The complaint Mr K complains TSB Bank PLC (“TSB”) refuses to refund him for a transaction on his account he says he didn’t make. Mr K also complains he wasn’t given the account opening incentive, and he wants compensation for the time and distress in making his fraud complaint.... (2 pages)View decision -
Decision Reference DRN-4540098
14 Mar 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4540098 The complaint Miss S complains that a car she acquired through a Hire Purchase agreement with Creation Consumer Finance Ltd (CCF) wasn’t fit for purpose . She would like to reject it. What happened The details of this complaint are well known to both parties so I won’t repeat ... (2 pages)View decision -
Decision Reference DRN-4637878
14 Mar 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4637878 The complaint Miss B and Mr W complain about Royal & Sun Alliance Insurance Limited trading as More Th>n’s (“RSA”) decision to decline a pet insurance claim. Any reference to RSA includes the actions of its agent. Because Miss B has been leading on this complaint, I’ve r... (5 pages)View decision -
Decision Reference DRN-4559071
14 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4559071 The complaint Mr M complains that Monzo Bank Ltd won’t refund money he lost when he was a victim of a scam. Mr M is represented by a firm I’ll refer to as ‘R’. What happened Your text here The background to this complaint is well known to both parties and so I’ll only refer to ... (7 pages)View decision -
Decision Reference DRN-4658307
14 Mar 2024 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-4658307 The complaint Mr R has complained that Great Lakes Insurance UK Limited declined a claim he made on his single trip travel insurance policy. The complaint involves the actions of the policy administrators, acting on behalf of Great Lakes. To be clear, when referring to Great La... (2 pages)View decision -
Decision Reference DRN-4457071
14 Mar 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4457071 The complaint Mr A is unhappy that a car supplied to him under a hire purchase agreement with BMW Financial Services (GB) Limited trading as Alphera Financial Services (‘Alphera’) was of an unsatisfactory quality. What happened In November 2022, Mr A was supplied with a used ca... (4 pages)View decision -
Decision Reference DRN-4682230
14 Mar 2024 Western Circle Ltd UpheldConsumer CreditDRN-4682230 The complaint Mr G has complained through a representative that Western Circle Ltd trading as Cashfloat (“Cashfloat”) didn’t carry out sufficient affordability checks before it granted loans to him. What happened A summary of Mr G’s borrowing can be found in the table below. lo... (7 pages)View decision -
Decision Reference DRN-4602525
14 Mar 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4602525 The complaint A limited company, which I’ll refer to as ‘H’, is unhappy that National Westminster Bank Plc (“NatWest”) defaulted its Bounce Back Loan (“BBL”) for non-payment. H’s complaint is brought to this service by its director, whom I’ll refer to as ‘Mr T’. What happened T... (3 pages)View decision -
Decision Reference DRN-4299440
14 Mar 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4299440 The complaint The trustee of a trust, which I’ll refer to as A complain that Barclays Bank UK PLC closed its bank account without reason. A want Barclays to provide a proper explanation and reopen the account. A’s complaint has been brought to our service by Mr G (who is himse... (4 pages)View decision -
Decision Reference DRN-4583311
14 Mar 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4583311 The complaint Ms T is unhappy with Creation Consumer Finance Ltd.’s (‘Creation’) response to a claim she made under s.75 of the Consumer Credit Act 1974 (the ‘CCA’) and an unfair relationship she claims to have with Creation taking into account s.140A of the CCA. What happened ... (12 pages)View decision
