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 380824 results
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Decision Reference DRN-4690588
17 Oct 2024 Tesla Financial Services Limited UpheldConsumer CreditDRN-4690588 The complaint Mr R complains about the quality of a car that was supplied to him by Tesla Financial Services Limited (“TFS”) under a conditional sale agreement. What happened In September 2021 Mr R was supplied with a brand-new car under a conditional sale agreement with TFS... (7 pages)View decision -
Decision Reference DRN-5059782
17 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5059782 The complaint Mr T is unhappy with Monzo Bank Ltd. He said the bank failed to identify his vulnerability and didn’t protect him from his gambling addiction. What happened Mr T said he was a problem gambler and has been gambling for more than two decades. He said he prioriti... (3 pages)View decision -
Decision Reference DRN-4985935
17 Oct 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4985935 The complaint Miss H has complained that Aviva Insurance Limited mis-sold her a travel insurance policy and that a claim she made on the policy was declined as a result. What happened Miss H went on a trip abroad, leaving the UK on 20 August 2023. She purchased the policy t... (3 pages)View decision -
Decision Reference DRN-5007336
17 Oct 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5007336 The complaint Mr P complains that HSBC UK Bank Plc (trading as first direct) did not tell all relevant parties about his account switch, as it said it would. What happened Mr P says that when he changed his current account to first direct, he expected the bank to tell all p... (2 pages)View decision -
Decision Reference DRN-4859051
17 Oct 2024 First Rate Exchange Services Ltd Not upheldBanking and PaymentsDRN-4859051 The complaint Mr A complains about how First Rate Exchange Services Ltd (‘FR’) handled chargebacks he made to it. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving dispu... (6 pages)View decision -
Decision Reference DRN-4728455
17 Oct 2024 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-4728455 The complaint Mr M complains that CA Auto Finance UK Ltd wrongly made him a party to a credit agreement when he had instructed it to make him a guarantor. What happened In May 2023 Mr M’s teenage son applied (via a broker) for a regulated personal contract purchase agreement... (3 pages)View decision -
Decision Reference DRN-5061216
17 Oct 2024 Salary Finance Limited UpheldConsumer CreditDRN-5061216 The complaint Mr N complains that Salary Finance Limited (“SF”) failed to respond when he contacted them at the end of his payment arrangement and defaulted his account. What happened Mr N has a loan agreement with SF. In 2023 Mr N experienced a change in his financial situa... (3 pages)View decision -
Decision Reference DRN-4932478
17 Oct 2024 U K Insurance Limited UpheldInsuranceDRN-4932478 The complaint Mr W complains about how his insurer, U K Insurance Limited trading as Direct Line (Direct Line), valued his vehicle as a total loss following an accident. Any reference to Direct Line in this decision includes their agents. This decision covers Mr W’s compla... (4 pages)View decision -
Decision Reference DRN-4887381
17 Oct 2024 Rothesay Life Plc Not upheldPensions and AnnuitiesDRN-4887381 The complaint The estate of Mrs F complains that Rothesay Life Plc (Rothesay) withdrew an offer of a lump sum following the passing of Mrs F. It says that Rothesay delayed matters and used this to its benefit. The estate is represented by Mr and Mrs F’s son. What happened On... (4 pages)View decision -
Decision Reference DRN-5088638
17 Oct 2024 Vanquis Bank Limited UpheldConsumer CreditDRN-5088638 The complaint Mrs B says Vanquis Bank Limited irresponsibly lent to her. What happened Mrs B took out a loan for £4,000 over 48 months on 16 February 2023. The monthly repayments were £117.84 and the total repayable was £5,656.32. Mrs B says Vanquis should have never allowe... (3 pages)View decision
