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 369227 results
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Decision Reference DRN-4734720
11 Apr 2024 Secure Trust Bank Plc UpheldConsumer CreditDRN-4734720 The complaint Mr U has complained about the quality of a car he acquired under a hire purchase agreement with Secure Trust Bank PLC trading as V12 Vehicle Finance (“V12”). What happened To summarise, Mr U acquired a used car and warranty under a hire purchase agreement with V12... (5 pages)View decision -
Decision Reference DRN-4736154
11 Apr 2024 Zopa Bank Limited UpheldConsumer CreditDRN-4736154 The complaint Ms P complaints that Zopa Bank Limited (“Zopa”) gave her a loan she couldn’t afford to repay. What happened In January 2022 Zopa gave Ms P a loan for £15,000. The loan was to be repaid over 36 months at a monthly repayment of £514.63. The APR on the loan was 15.2%... (3 pages)View decision -
Decision Reference DRN-4696881
11 Apr 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4696881 The complaint Mr P is unhappy with how Aviva Insurance Limited (Aviva) has handled his private medical insurance claim. Any reference to Aviva includes all its agents. Mr P is being represented on this complaint. What happened Mr P took out a private medical insurance policy in... (4 pages)View decision -
Decision Reference DRN-4659337
11 Apr 2024 Bamboo Limited UpheldConsumer CreditDRN-4659337 The complaint Ms C complains that Bamboo Limited lent to her when she was not able to afford it. Ms C also complains that she cannot afford to repay the capital of the loan and wants it written off. In addition, Ms C complains about an assignment document and that the solicitor... (4 pages)View decision -
Decision Reference DRN-4659155
11 Apr 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-4659155 The complaint The Estate of Mr H (The Estate) complains about how Liverpool Victoria Insurance Company Limited (LV) dealt with a claim for the loss of its vehicle under a motor insurance policy. Any reference to LV in this decision includes their agents. This complaint was firs... (5 pages)View decision -
Decision Reference DRN-4729815
11 Apr 2024 TSB Bank plc Not upheldInvestmentsDRN-4729815 The complaint Mrs S complains that TSB Bank plc hasn’t provided the rate it should for her fixed rate bond. What happened On 14 November 2022 Mrs S attended a branch of TSB along with her husband Mr S in order for them each to open a three year fixed rate bond account that was ... (6 pages)View decision -
Decision Reference DRN-4704957
11 Apr 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4704957 The complaint Mr and Mrs H complain that Barclays Bank UK PLC unfairly declined to extend the term of their interest only mortgage. What happened The term of Mr and Mrs H’s interest only mortgage expired in April 2022 with an unpaid balance. They asked Barclays to extend the te... (6 pages)View decision -
Decision Reference DRN-4535767
11 Apr 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4535767 The complaint Mr S complains that Nationwide Building Society has incorrectly remedied his dispute with a merchant over some headphones. What happened In June 2023 Mr S used his Nationwide Building Society (NBS for short) credit card to pay £229 to a merchant... (2 pages)View decision -
Decision Reference DRN-4630380
11 Apr 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4630380 The complaint Mr H, via a third party, complains that Moneybarn No. 1 Limited (“Moneybarn”) unfairly entered into a conditional sale agreement with him. He says that due to his personal and financial circumstances at the relevant time the agreement was unaffordable. What happen... (3 pages)View decision -
Decision Reference DRN-4626719
11 Apr 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4626719 The complaint Mr S complains that Royal & Sun Alliance Insurance Limited (“RSA”) has unfairly handled a theft claim under his home insurance policy leading to his insurance being voided. Any reference to Mr S or RSA includes respective agents and representatives. What happe... (7 pages)View decision
