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 370904 results
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Decision Reference DRN-4552963
6 Jun 2024 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-4552963 The complaint Mr G complains that CA Auto Finance UK Ltd (“CA Auto”) wrongfully terminated an agreement he took out with them. What happened Mr G referred a complaint to us along with his representative. As the complainant is Mr G, for ease, I have addressed my decision to him ... (3 pages)View decision -
Decision Reference DRN-4766736
6 Jun 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4766736 The complaint Mr C complains that Bank of Scotland plc trading as Halifax didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this comp... (5 pages)View decision -
Decision Reference DRN-4550190
6 Jun 2024 N.I.I.B. Group Limited UpheldConsumer CreditDRN-4550190 The complaint Mr R complains about the quality of a car he acquired through a hire purchase agreement financed by N.I.I.B Group Limited trading as Northridge Finance (Northridge). What happened In March 2023 Mr R acquired a used car through a hire purchase agreement financed by... (3 pages)View decision -
Decision Reference DRN-4838675
6 Jun 2024 Yorkshire Building Society Not upheldBanking and PaymentsDRN-4838675 The complaint Mr R complains that Yorkshire Building Society (YBS) wrongly told him he had to make an appointment to carry out a transfer of funds. As a result he says that he missed out on an investment opportunity. What happened in late September 2023, Mr R attended a branch ... (2 pages)View decision -
Decision Reference DRN-4748679
6 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4748679 The complaint Mr A complains that Monzo Bank Ltd (“Monzo”) won’t refund him a payment made from his current account as the result of a scam. What happened In April 2023, Mr A was involved in a scam. He was persuaded to send £3,500 from his Monzo account to someone who purported... (5 pages)View decision -
Decision Reference DRN-4832733
6 Jun 2024 Metro Bank PLC Not upheldConsumer CreditDRN-4832733 The complaint Ms H, through a representative, says Metro Bank PLC (trading as RateSetter) irresponsibly lent to her. What happened Ms H took out a loan for £6,000 with a £720 fee over 48 months from RateSetter on 3 June 2019. She settled it in full early on 31 July 2019. Ms H s... (2 pages)View decision -
Decision Reference DRN-4522645
6 Jun 2024 Rooftop Mortgages Limited Not upheldMortgagesDRN-4522645 The complaint Mr P is unhappy with the changes that Rooftop Mortgages Limited (“Rooftop”) have made to the London Interbank Offered Rate (“LIBOR”) on his mortgage. What happened Mr P has a mortgage with Rooftop. The interest rate on the mortgage was the three-month LIBOR plus a... (3 pages)View decision -
Decision Reference DRN-4489771
6 Jun 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4489771 The complaint Mrs L is unhappy that Santander UK Plc (“Santander”) have refused to refund money that she paid to have building works carried out. What happened Both parties are aware of the details of this complaint so I will only provide a brief summary. In short though, Mrs L... (3 pages)View decision -
Decision Reference DRN-4829643
6 Jun 2024 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-4829643 The complaint Miss D has complained that Red Sands Insurance Company (Europe) Limited declined a claim she made on a travel insurance policy. What happened Miss D was on holiday abroad and due to return to the UK on 17 November 2023. However, her car was caught in severe floodi... (3 pages)View decision -
Decision Reference DRN-4816278
6 Jun 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4816278 The complaint Ms N complains Lloyds Bank PLC hasn’t helped her locate a payment she sent to one of its customers. What happened I issued a provisional decision on this case and invited both parties to let me have any further comments and/or evidence. Below is a copy of what I p... (4 pages)View decision
