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 371485 results
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Decision Reference DRN-4438738
10 Jun 2024 Close Brothers Limited Not upheldConsumer CreditDRN-4438738 The complaint Mr N complains that a car acquired under a conditional sale agreement with Close Brothers Limited trading as Close Brothers Motor Finance (CBMF) wasn’t of satisfactory quality when it was supplied to him. What happened In August 2022, Mr N acquired a used car from... (3 pages)View decision -
Decision Reference DRN-4827840
10 Jun 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4827840 The complaint Mr P is unhappy with several aspects of the service he’s received from Clydesdale Bank Plc, trading as Virgin Money. What happened To briefly summarise: Mr P visited a Virgin branch on 17 March 2023 to raise a Data Subject Access Request (DSAR) with them. Mr P the... (4 pages)View decision -
Decision Reference DRN-4774261
10 Jun 2024 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-4774261 The complaint Mr H complains that Sainsburys Bank Plc (“Sainsburys”) registered a default on his credit file without sending him a default notice or termination letter. He says the default is reporting incorrectly on his credit file as it shows a default in 2020 whereas the acc... (3 pages)View decision -
Decision Reference DRN-4829623
10 Jun 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4829623 The complaint Mr G and Mrs R complain about the way Royal & Sun Alliance Insurance Limited (“RSA”) settled a claim on their property insurance and about delays dealing with the claim. What happened Mr G and Mrs R made a claim on their insurance in August 2021 after their pr... (8 pages)View decision -
Decision Reference DRN-4796726
10 Jun 2024 Sainsbury's Bank Plc Not upheldConsumer CreditDRN-4796726 The complaint Miss S is complaining about Sainsbury's Bank Plc because she says it lent irresponsibly by giving her a loan she couldn’t afford. What happened In June 2022, following her application, Sainsbury’s Bank gave Mrs S a loan of £6,500 over a term of 48 months. Mon... (3 pages)View decision -
Decision Reference DRN-4823178
10 Jun 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4823178 The complaint Miss T complains that Monzo Bank Ltd did not refund a series of payments she lost to a scam. What happened Miss T was contacted on a messaging app about a job opportunity. She accepted the offer as it allowed her to work remotely and have flexible hours. As part o... (3 pages)View decision -
Decision Reference DRN-4782294
10 Jun 2024 Tesco Underwriting Limited Not upheldInsuranceDRN-4782294 The complaint Mr C complains that Tesco Underwriting Limited (Tesco) increased his renewal premium due to an accident he wasn’t at fault for, under his motor insurance policy. What happened Mr C received a renewal quote for £727.87 on 14 August 2023. He called Tesco the same da... (3 pages)View decision -
Decision Reference DRN-4763288
10 Jun 2024 Activtrades Plc Not upheldInvestmentsDRN-4763288 The complaint Mr S complains that ActivTrades Plc (‘ActivTrades’) wrongly closed his trading positions and caused him a financial loss. What happened Mr S had a trading account provided by ActivTrades. He used the account to make trades on the foreign exchange (forex) market. W... (3 pages)View decision -
Decision Reference DRN-4829432
10 Jun 2024 First Holiday Finance Ltd Not upheldConsumer CreditDRN-4829432 The complaint Mrs M’s complaint is, in essence, that First Holiday Finance Limited acted unfairly and unreasonably by: (1) participating in an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974; and (2) deciding against paying claims under Se... (7 pages)View decision -
Decision Reference DRN-4836396
10 Jun 2024 Inter Partner Assistance SA UpheldInsuranceDRN-4836396 The complaint Mr S complains that Inter Partner Assistance SA (IPA) hasn’t fully settled a claim he made on a travel insurance policy. What happened Mr S was abroad on holiday when he lost his sunglasses. He made a claim on his travel insurance policy for the cost of replacing ... (3 pages)View decision
