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-4714487
10 Jun 2024 Coventry Building Society Not upheldBanking and PaymentsDRN-4714487 The complaint Mr A complains that Coventry Building Society closed his accounts. He’s also unhappy that Coventry didn’t allow him to use his accounts during the notice period. What happened The detailed background of this complaint is well known to both parties. So, I’ll only p... (4 pages)View decision -
Decision Reference DRN-4840158
10 Jun 2024 U K Insurance Limited UpheldInsuranceDRN-4840158 The complaint A partnership, which I’ll refer to as D, complains about the way U K Insurance Limited trading as NIG (“UKI”) dealt with a claim on its legal expenses policy. Mr A, who is a partner of D, brings the complaint on D’s behalf. Where I refer to UKI, this includes its ... (3 pages)View decision -
Decision Reference DRN-4746041
10 Jun 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4746041 The complaint Mr S has complained that Bank of Scotland plc (BOS) wasn’t able to arrange a product transfer for him on his Personal Choice flexible mortgage because it no longer offered that type of mortgage. Instead Mr S was told he’d have to re-mortgage to another bank that i... (3 pages)View decision -
Decision Reference DRN-4806141
10 Jun 2024 Frasers Group Financial Services Limited Not upheldConsumer CreditDRN-4806141 Complaint Miss C has complained about a catalogue shopping account Frasers Group Financial Services Limited (trading as “Studio”) provided to her. She says the catalogue shopping account was irresponsibly provided to her as it was unaffordable. Background In May 2020, Studio pr... (3 pages)View decision -
Decision Reference DRN-4817953
10 Jun 2024 Startline Motor Finance Limited Not upheldConsumer CreditDRN-4817953 Complaint Miss S complains that Startline Motor Finance Limited (“Startline”) unfairly entered into a hire-purchase agreement with her. She’s said the monthly payments to the agreement were unaffordable and so she shouldn’t have been accepted for it. Background In April 2019, S... (3 pages)View decision -
Decision Reference DRN-4813886
10 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4813886 Complaint Mr D has complained that Monzo Bank Ltd (“Monzo”) irresponsibly provided him with an overdraft which it continued applying charges on even when he was in financial difficulty. Background Monzo initially provided Mr D with an overdraft facility of £500, which had a cre... (4 pages)View decision -
Decision Reference DRN-4831916
10 Jun 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4831916 Complaint Mrs P complains that Moneybarn No.1 Ltd (“Moneybarn”) unfairly entered into a conditional- sale agreement with her. She’s said the agreement was unaffordable for her. Background In September 2021, Moneybarn provided Mrs P with finance for a used car. The cash price of... (3 pages)View decision -
Decision Reference DRN-4807440
10 Jun 2024 PCF Bank Limited Not upheldConsumer CreditDRN-4807440 Complaint Mrs P complains that PCF Bank Limited (“PCF”) unfairly entered into a conditional-sale agreement with her. She’s said the agreement was unaffordable for her and she had to take out payday lending as well as ask for help from family in order to make the repayments. Bac... (3 pages)View decision -
Decision Reference DRN-4777679
9 Jun 2024 Aviva Insurance Limited UpheldInsuranceDRN-4777679 The complaint Miss M complains about Aviva Insurance Limited’s (“Aviva”) decision to decline her claim under her mobile phone insurance policy. What happened Miss M says, while out shopping, she lost her mobile phone, so she made a claim under her policy. Aviva investigated the... (4 pages)View decision -
Decision Reference DRN-4818963
9 Jun 2024 Oakbrook Finance Limited UpheldConsumer CreditDRN-4818963 The complaint Miss A complains that Oakbrook Finance Limited trading as Likely Loans (“LL”) refused to extend her loan term when her account fell into arrears. What happened Miss A took out a loan with LL on 22 June 2022. The repayments were £178.08 per month for 36 months. In ... (4 pages)View decision
