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-5030807
19 Sep 2024 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5030807 The complaint Mr P complains Stellantis Financial Services UK Limited formerly known as Vauxhall Finance (Vauxhall) supplied him with a van that he believes wasn’t of satisfactory quality. What happened In December 2022, Mr P entered into a 60 month conditional sale agreeme... (4 pages)View decision -
Decision Reference DRN-4966037
19 Sep 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4966037 The complaint Mr S has complained that Monzo won’t refund the money he lost when he purchased a car from an online marketplace, which stopped working shortly after. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it ... (2 pages)View decision -
Decision Reference DRN-5025566
19 Sep 2024 Zurich Assurance Ltd Not upheldInsuranceDRN-5025566 The complaint Mr O complains that Zurich Assurance Ltd unfairly delayed the payment of a critical illness claim he made on a decreasing mortgage cover plan. Mr O’s representative brought this complaint on his behalf. But for ease of reading, I’ve referred mainly to Mr O. Wha... (4 pages)View decision -
Decision Reference DRN-4875119
19 Sep 2024 Inter Partner Assistance SA UpheldInsuranceDRN-4875119 The complaint Mr S is unhappy with the assistance Inter Partner Assistance SA (IPA) provided under his travel insurance policy whilst he was abroad and the way in which his claim has been handled. All reference to IPA includes its medical assistance team. What happened Mr ... (3 pages)View decision -
Decision Reference DRN-4998923
19 Sep 2024 Tesco Personal Finance PLC UpheldConsumer CreditDRN-4998923 The complaint Mr J has complained that Tesco Personal Finance PLC trading as Tesco Bank (“Tesco”) gave him a loan he couldn’t afford to repay. What happened Tesco gave Mr J a 60-month loan of £15,000 on 11 November 2023. Mr J’s monthly repayments are £396.71. The loan had a... (4 pages)View decision -
Decision Reference DRN-4997134
19 Sep 2024 Tandem Personal Loans Ltd UpheldConsumer CreditDRN-4997134 The complaint Mr W complains that Tandem Personal Loans Ltd failed to set up his direct debit which led to arrears accruing on his account. What happened Mr W holds a loan account with Tandem. In September 2023 he cancelled his monthly direct debit due to financial difficult... (3 pages)View decision -
Decision Reference DRN-5023769
19 Sep 2024 Covea Insurance plc UpheldInsuranceDRN-5023769 The complaint Mr M is unhappy about Covea Insurance plc’s (Covea) delays in settling a claim made under his contents insurance policy. Any references to Covea include its agents. What happened Mr M made a claim for some lost possessions in September 2023. He said he realis... (2 pages)View decision -
Decision Reference DRN-4962527
19 Sep 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4962527 The complaint Mr H complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr H is being represented by a third party. To keep things simple, I will refer to Mr H throughout my decision. What happened The background of this ... (3 pages)View decision -
Decision Reference DRN-5030398
19 Sep 2024 Belmont Green Finance Limited UpheldMortgagesDRN-5030398 The complaint Miss S complains that when she asked her mortgage lender, Belmont Green Finance Limited trading as Vida Homeloans (“Vida”) for permission to let out her home, Vida first agreed, then changed its mind some months later, so she had to pay wasted costs. What happe... (4 pages)View decision -
Decision Reference DRN-5008578
19 Sep 2024 National Westminster Bank Plc UpheldConsumer CreditDRN-5008578 The complaint Miss Q has complained that National Westminster Bank Plc (“NatWest”) gave her a loan she couldn’t afford to repay because it didn’t carry out sufficient affordability checks. Miss Q has also raised a number of other points including that she didn’t understand ... (4 pages)View decision
