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 381196 results
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Decision Reference DRN-5076957
25 Oct 2024 Marks & Spencer Financial Services plc UpheldConsumer CreditDRN-5076957 The complaint Mr F has complained through a representative that Marks & Spencer Financial Services Plc (“M&S") gave him loans without carrying out proportionate affordability checks. Had better checks been made than M&S would’ve discovered the loans weren’t ... (6 pages)View decision -
Decision Reference DRN-5052990
25 Oct 2024 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5052990 The complaint Mr G complains that Volkswagen Financial Services (UK) Limited (“VW”) approved a hire purchase agreement which wasn’t affordable for him. What happened In October 2022, VW provided Mr G with an agreement for a used car. The cash price for the vehicle was £39,7... (4 pages)View decision -
Decision Reference DRN-4806119
25 Oct 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4806119 The complaint Miss U complains that Bank of Scotland plc won’t refund payments she made to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat it all again here. Date Time Amount Payment 1 11 February 2023 19:49 £500 Payment... (3 pages)View decision -
Decision Reference DRN-4794654
25 Oct 2024 Experian Limited Not upheldConsumer CreditDRN-4794654 The complaint Mrs C complains Experian Limited haven’t updated her credit report to her married name in a timely fashion, leading to her losing out on credit. I can see Mr C has supported Mrs C in bringing this complaint, but for simplicity I’ll mainly refer to her in this ... (4 pages)View decision -
Decision Reference DRN-4830704
25 Oct 2024 Niche Private Clients Ltd Not upheldPensions and AnnuitiesDRN-4830704 The complaint Ms O complains that Niche Private Clients Ltd now trading as Niche IFA gave her unsuitable advice to invest in a General Investment Account. She says after the initial fee was taken and with the small time period the investment was required, it would’ve been be... (4 pages)View decision -
Decision Reference DRN-4785277
25 Oct 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4785277 The complaint Mr M complains that Barclays Bank UK PLC closed his account. He’d like an explanation and compensation for the inconvenience caused to him. What happened Mr M had an account with Barclays. On 7 February 2024 Mr M’s account was restricted, and on 13 February 202... (2 pages)View decision -
Decision Reference DRN-5066395
25 Oct 2024 Pinnacle Insurance Plc Not upheldInsuranceDRN-5066395 The complaint Miss W complains that when she made a claim on her pet insurance policy, Pinnacle Insurance Plc added two exclusions to the policy and refused to pay the claim. What happened Miss W bought an insurance policy for her dog in January 2023 and renewed it in Januar... (3 pages)View decision -
Decision Reference DRN-4448984
25 Oct 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4448984 The complaint Mr W is unhappy that Revolut Ltd won’t reimburse money he lost to a scam. What happened In early 2023, Mr W came across an advert on a social media platform. It appeared to show that two celebrities had been very successful at trading in cryptocurrency. Mr W a... (12 pages)View decision -
Decision Reference DRN-5037658
25 Oct 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5037658 The complaint T, a partnership, complains about the way Bank of Scotland plc (BoS) has handled the repayments on its business loan, and about charges it applied to its current account. T has been represented in this complaint by one of its partners, Ms V. What happened T has... (2 pages)View decision -
Decision Reference DRN-4961837
25 Oct 2024 Legal and General Assurance Society Limited Not upheldInsuranceDRN-4961837 The complaint Mr B complains that Legal and General Assurance Society Limited (L&G) has stopped paying benefit for an incapacity claim he made on a group income protection insurance policy. What happened The background to this complaint is well-known to both parties. So ... (5 pages)View decision
