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 371633 results
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Decision Reference DRN-4554545
10 Jun 2024 Close Brothers Limited Not upheldConsumer CreditDRN-4554545 The complaint Mr C is unhappy that a car supplied to him under a conditional sale agreement with Close Brothers Limited, trading as Close Brothers Motor Finance, was of an unsatisfactory quality. What happened In March 2022, Mr C was supplied with a used car through a condition... (3 pages)View decision -
Decision Reference DRN-4728728
10 Jun 2024 Hedgehog Limited Not upheldInsuranceDRN-4728728 The complaint Miss B complains about how Hedgehog Limited, an insurance intermediary, handled her motor insurance policy. What happened In summary, in December 2023, Miss B searched for a motor insurance policy on an online comparison site and selected Hedgehog. Hedgehog is an ... (3 pages)View decision -
Decision Reference DRN-4844637
10 Jun 2024 National Westminster Bank Plc UpheldConsumer CreditDRN-4844637 The complaint Mr and Mrs H are complaining about National Westminster Bank Plc because they say it acted irresponsibly when giving them a loan they couldn’t afford. What happened Following their application, in March 2023, NatWest gave Mr and Mrs H a loan for £23,850. It was re... (3 pages)View decision -
Decision Reference DRN-3778009
10 Jun 2024 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-3778009 The complaint Mr L’s complaint is, in essence that Clydesdale Financial Services Limited, trading as Barclays Partner Finance, acted unfairly and unreasonably by: (1) participating in an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974; and... (8 pages)View decision -
Decision Reference DRN-4694948
10 Jun 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4694948 The complaint Mr N is unhappy that Santander UK Plc made mistakes and blocked him when he’s tried to set up an electronic payment wallet. What happened Mr N made several attempts to set up the wallet. But on each occasion, he encountered a problem. When Mr N contacted Santander... (2 pages)View decision -
Decision Reference DRN-4844605
10 Jun 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4844605 The complaint Mrs H is complaining about National Westminster Bank Plc because she says it acted irresponsibly when giving her a credit card she couldn’t afford and then increasing the credit limit. What happened In June 2021, following her application, Mrs H was approved for a... (4 pages)View decision -
Decision Reference DRN-4843016
10 Jun 2024 Acasta European Insurance Company Limited UpheldInsuranceDRN-4843016 The complaint Mr G complains about Acasta European Insurance Company Limited’s (“Acasta”) initial decision to decline his claim under his motor warranties policy. What happened Mr G took out two policies with Acasta to provide cover in the event of any damage to specific parts ... (3 pages)View decision -
Decision Reference DRN-4832276
10 Jun 2024 Lifestyle Loans Ltd UpheldConsumer CreditDRN-4832276 The complaint Miss B complains that Lifestyle Loans Ltd (“Lifestyle”) lent to her in an irresponsible manner. What happened Miss B was given a single loan by Lifestyle. She borrowed £5,000 in January 2023 that she agreed to repay in 60 monthly instalments. Miss B tells us that ... (3 pages)View decision -
Decision Reference DRN-4818085
10 Jun 2024 Astrenska Insurance Limited Not upheldInsuranceDRN-4818085 The complaint Mrs F has complained that Astrenska Insurance Limited declined a claim she made on an annual travel insurance policy. What happened Mrs F and her family were on holiday in the UK in August 2023 when three bags belonging to herself and her children were stolen from... (3 pages)View decision -
Decision Reference DRN-4818593
10 Jun 2024 Zopa Bank Limited Not upheldConsumer CreditDRN-4818593 The complaint Mr D is complaining about Zopa Bank Limited because he says it lent irresponsibly by giving him a loan he couldn’t afford. What happened Mr D applied for and was approved for a series of loans with Zopa as follows: Loan 1 - January 2022 - £5,000 with monthly repa... (3 pages)View decision
