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 381082 results
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Decision Reference DRN-4780298
9 Oct 2024 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-4780298 The complaint Mr J complains about the quality of a car he has been financing through an agreement with Toyota Financial Services (UK) PLC, trading as Redline Finance (who I’ll call TFS). He also says the car was misrepresented to him. What happened Mr J took receipt of a us... (3 pages)View decision -
Decision Reference DRN-4815497
9 Oct 2024 Black Horse Limited UpheldConsumer CreditDRN-4815497 The complaint Mr O is unhappy with the redress offered by Black Horse Limited trading as Land Rover Financial Services (LRFS) after they accepted that a car supplied to him under a hire purchase agreement was of an unsatisfactory quality. What happened In August 2022 Mr O wa... (4 pages)View decision -
Decision Reference DRN-4830814
9 Oct 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4830814 The complaint Mrs K has complained about how Clydesdale Bank Plc trading as Virgin Money (“Virgin Money”) handled an ISA transfer request. What happened On 25 October 2023 Mrs K wrote to Virgin Money to request that £12,000 be transferred from an ISA held with another provid... (3 pages)View decision -
Decision Reference DRN-4963017
9 Oct 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4963017 The complaint Ms H complains about the handling of her motor insurance claim by Aviva Insurance Limited (Aviva). What happened Ms H’s car was damaged by a pothole in June 2023, so she contacted Aviva to make a claim under her policy. Aviva accepted the claim and said they w... (2 pages)View decision -
Decision Reference DRN-5051189
9 Oct 2024 Zopa Bank Limited Not upheldConsumer CreditDRN-5051189 The complaint Mr R complains that Zopa Bank Limited recorded negative information on his credit file in relation to payments to his loan which he’d made manually on the due date rather than by direct debit. What happened In May 2022 Mr R took out a personal loan for £4,000 o... (3 pages)View decision -
Decision Reference DRN-5060000
9 Oct 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5060000 The complaint W, who is represented by Mr G, complains Lloyds Bank PLC is holding it liable for two transactions it didn’t carry out or authorise. What happened W has a business account with Lloyds Bank with a debit and a credit card. W has a number of accounts elsewhere too... (3 pages)View decision -
Decision Reference DRN-5067922
9 Oct 2024 Sainsbury's Bank Plc Not upheldConsumer CreditDRN-5067922 The complaint Mr W says Sainsbury's Bank Plc irresponsibly lent to him What happened Mr W took out a loan for £5,000 in May 2023. It was repayable in 46 monthly payments of £134.43. He says the loan was used to fund his gambling addiction, he did not have the mental cap... (3 pages)View decision -
Decision Reference DRN-5022242
9 Oct 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5022242 The complaint Mr K has complained about how Clydesdale Bank Plc trading as Virgin Money (“Virgin Money”) handled an ISA transfer request. What happened On 25 October 2023 Mr K wrote to Virgin Money to request that £10,000 be transferred from an ISA held with another provider... (3 pages)View decision -
Decision Reference DRN-4894174
9 Oct 2024 Bank of Scotland Plc Not upheldConsumer CreditDRN-4894174 The complaint Mr S complains that Bank of Scotland plc, trading as Halifax, has defaulted his loan account. What happened Mr S took out a £17,000 loan from Halifax in September 2020. He didn’t make the payment of £349.24 that was due in January 2022 so Halifax sent him an ar... (3 pages)View decision -
Decision Reference DRN-5071670
9 Oct 2024 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5071670 The complaint Mr F complains that The Royal Bank of Scotland Plc (“RBS”) failed to correctly open a current account for him resulting in additional credit searches on his credit file. What happened Mr F says that, following his successful application for an RBS credit card ... (2 pages)View decision
