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 364862 results
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Decision Reference DRN-4369987
14 Feb 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4369987 The complaint Mr H complains about a motor finance agreement he had with BMW Financial Services (GB) Limited trading as ALPHERA Financial Services (Alphera Financial Services). Mr H is unhappy about the way Alphera Financial Services dealt with his settlement requests and he be... (3 pages)View decision -
Decision Reference DRN-4468616
14 Feb 2024 Next Retail Limited UpheldConsumer CreditDRN-4468616 The complaint Ms P is complaining about Next Retail Limited because she says it shouldn’t have given her a store card and increased her limit on a number of occasions. She says the credit was unaffordable. What happened In 2017, Ms P opened a store card with Next with a limit o... (5 pages)View decision -
Decision Reference DRN-4621938
14 Feb 2024 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-4621938 The complaint Miss H complains that Shop Direct Finance Company Limited trading as very, irresponsibly gave her a running account credit agreement she couldn’t afford. What happened In 2014, Miss H applied for a catalogue shopping account with Shop Direct. She was given an init... (2 pages)View decision -
Decision Reference DRN-4283930
14 Feb 2024 Connells Limited Not upheldMortgagesDRN-4283930 The complaint Mr K and Ms R’s complaint is about the service they received from a mortgage broker that is part of Connells Limited in 2022 when it assisted them in obtaining a mortgage. They say they lost £500 cashback because they were forced to attend a meeting to look at ins... (4 pages)View decision -
Decision Reference DRN-4536262
14 Feb 2024 Blue Motor Finance Ltd UpheldConsumer CreditDRN-4536262 The complaint Miss W is unhappy that a car supplied to her under a hire purchase agreement with Blue Motor Finance Ltd (‘BMF’) was of an unsatisfactory quality. What happened On 27 February 2023, Miss W was supplied with a used car through a hire purchase agreement with BMF. Sh... (5 pages)View decision -
Decision Reference DRN-4613996
14 Feb 2024 Vitality Health Limited Not upheldInsuranceDRN-4613996 The complaint Mr B has complained that Vitality Health Limited (‘Vitality’) didn’t pay for a procedure it had authorised. What happened Mr B had a private medical insurance policy, underwritten by Vitality. He made a claim for a procedure which was authorised by Vitality and sc... (3 pages)View decision -
Decision Reference DRN-4305730
14 Feb 2024 Santander UK Plc UpheldMortgagesDRN-4305730 The complaint Miss K’s complaint is about the deeds of her property, which is mortgaged to Santander UK Plc. She has complained that she was not informed when her solicitors did not return the deeds to Santander in 2018, thereby meaning that she couldn’t take action to resolve ... (3 pages)View decision -
Decision Reference DRN-4591033
14 Feb 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4591033 The complaint A complains about delays by HSBC UK Bank Plc when processing international payments. What happened On 2 August 2023 Mr R instructed an international payment of €110,005 to an account in Europe. The payment was processed by HSBC on 3 August 2023 and held for checks... (2 pages)View decision -
Decision Reference DRN-4526573
14 Feb 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-4526573 The complaint Miss F1 and Miss F2 complain because Liverpool Victoria Insurance Company Limited (‘LV’) hasn’t paid their travel insurance claim for cutting a trip short. What happened Miss F1 and Miss F2 held an annual travel insurance policy, provided by LV. Unfortunately, whi... (3 pages)View decision -
Decision Reference DRN-4510637
14 Feb 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4510637 The complaint Mr N complains National Westminster Bank Plc (NatWest) provided poor customer service when he visited the branch to make a cash withdrawal. What happened Mr N says he visited a branch of NatWest in late May 2023 to make a cash withdrawal of £5,850. Mr N says after... (2 pages)View decision
