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-5076767
16 Oct 2024 Zempler Bank Limited Not upheldBanking and PaymentsDRN-5076767 The complaint Mr G is unhappy that Zempler Bank Limited trading as Cashplus failed to activate his credit card. What happened In early June 2024, Mr G complained to Cashplus that his new bank card didn’t work. Mr G told Cashplus he’d waited on the phone to try and activate i... (3 pages)View decision -
Decision Reference DRN-4858197
16 Oct 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4858197 The complaint Mr C complains about a used car he acquired through a hire purchase agreement with BMW Financial Services (GB) Limited (BMWFS). He is unhappy that the car broke down and needed significant repairs. And that BMWFS did not accept his request to reject the car. Wh... (4 pages)View decision -
Decision Reference DRN-4829709
16 Oct 2024 Startline Motor Finance Limited UpheldConsumer CreditDRN-4829709 The complaint Mr S complains about the quality of a car he has been financing through an agreement with STARTLINE MOTOR FINANCE LIMITED (Startline). What happened Mr S took receipt of a used car in September 2023. He financed the deal through a hire purchase agreement with S... (3 pages)View decision -
Decision Reference DRN-5048179
16 Oct 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5048179 The complaint Mr W complains on behalf of Mr S about the service received from Santander UK Plc (“Santander”) when due to its own error it wrongly applied restrictions to Mr S’s accounts resulting in Mr S’s direct debits being declined including one for his care home fees. W... (4 pages)View decision -
Decision Reference DRN-5084824
16 Oct 2024 Phoenix Life Limited UpheldInsuranceDRN-5084824 The complaint Mrs L complains about the way Phoenix Life Limited trading as Sun Life has administered a whole of life insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I think are the key ... (3 pages)View decision -
Decision Reference DRN-4983573
16 Oct 2024 Nationwide Building Society UpheldMortgagesDRN-4983573 The complaint Mr B complains that Nationwide Building Society unfairly declined his application for further borrowing. What happened Mr B holds a mortgage with Nationwide which he took in 2018. On 19 February 2024, Mr B applied for additional borrowing for home improvements.... (3 pages)View decision -
Decision Reference DRN-5072536
16 Oct 2024 National Westminster Bank Plc Not upheldConsumer CreditDRN-5072536 The complaint Miss C complains that National Westminster Bank Plc was irresponsible in its lending to her. She wants all fees and interest removed from the loan and her credit file amended along with compensation. What happened NatWest provided Miss C with a £12,000 loan in ... (3 pages)View decision -
Decision Reference DRN-4983348
16 Oct 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4983348 The complaint X complains on behalf himself and T a limited company about the service received from Barclays Bank UK PLC (“Barclays”) when it placed blocks on his and T’s accounts following what it deemed to be suspicious activity. X is seeking £2,000 compensation to cover t... (3 pages)View decision -
Decision Reference DRN-5074228
16 Oct 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5074228 The complaint Mr B complains Barclays Bank UK PLC (Barclays) acted unfairly when it returned a cheque unpaid on his bank account. What happened Mr B says following the completion of his late father’s estate in June 2024, he wrote a cheque payable to his brother for a sum in ... (3 pages)View decision -
Decision Reference DRN-5082162
16 Oct 2024 Telefonica UK Limited UpheldConsumer CreditDRN-5082162 The complaint Miss K has complained about the way Telefonica UK Limited trading as O2 administered fixed sum loan agreements she’d taken out. What happened Miss K has two fixed sum loan agreements (device plans) with O2. She bought a watch using a three-year device plan in ... (3 pages)View decision
