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 360982 results
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Decision Reference DRN-5236889
7 Jan 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5236889 Complaint Mr D has complained about a credit card Vanquis Bank Limited (“Vanquis”) provided to him. He says the credit card and limit increase should not have been provided to him as they were unaffordable. Background In May 2017, Vanquis provided Mr D with a credit card wh... (3 pages)View decision -
Decision Reference DRN-5237920
7 Jan 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5237920 Complaint Mr H has complained about a personal loan Zopa Bank Limited (“Zopa”) which he says it unfairly lent to him. He says that he kept taking further loans out to repay previous ones. Background Zopa provided Mr H with a loan for £2,500.00 in July 2021. This loan had an... (3 pages)View decision -
Decision Reference DRN-5225057
7 Jan 2025 Santander UK Plc UpheldMortgagesDRN-5225057 The complaint Mr B’s complaint arises out of a mortgage application he made to Santander UK Plc in 2023. Mr B says that Santander incorrectly told him that a change to the purchase price of his property would not affect his mortgage offer, but a reduction in the purchase pri... (3 pages)View decision -
Decision Reference DRN-5227340
7 Jan 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5227340 Complaint Mrs D has complained that NewDay Ltd (trading as “Aqua”) irresponsibly provided a credit card as well and the subsequent credit limit increases to her. She says that they were unaffordable and became unmanageable. Background Aqua initially provided Mrs D with a cr... (4 pages)View decision -
Decision Reference DRN-5080756
7 Jan 2025 National Westminster Bank Plc UpheldMortgagesDRN-5080756 The complaint Ms M complains about the service she has received from National Westminster Bank Plc in connection with the mortgage she holds jointly with her father, Mr K. She’s unhappy that NatWest refused to honour information it gave her about the mortgage interest rate, ... (3 pages)View decision -
Decision Reference DRN-4692443
7 Jan 2025 Hyundai Capital UK Limited Not upheldConsumer CreditDRN-4692443 Complaint Mr P is unhappy that Hyundai Capital UK Limited (“Hyundai”) only offered him short-term help for his conditional sale agreement once he fell ill. He says that he needed a more long- term plan. Background In September 2022, Hyundai provided Mr P with finance for a ... (3 pages)View decision -
Decision Reference DRN-5088010
7 Jan 2025 Healthcare Finance Limited Not upheldConsumer CreditDRN-5088010 The complaint Miss S complains about Healthcare Finance Limited’s (HF) response to a claim she made under section 75 Consumer Credit Act 1974. What happened In November 2022 Miss S bought a course of dental aligner treatment from a supplier I’ll call D. The cash price of the... (5 pages)View decision -
Decision Reference DRN-5198749
7 Jan 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5198749 The complaint Mr and Mrs N complain Accredited Insurance (Europe) Ltd didn’t handle a claim against their home insurance policy fairly. What happened The details of this complaint are well-known to both parties, so I won’t repeat them here. Instead, I will focus on the reas... (2 pages)View decision -
Decision Reference DRN-5243740
7 Jan 2025 Lloyds Bank PLC UpheldMortgagesDRN-5243740 The complaint Mr M complains that Lloyds Bank PLC cancelled a direct debit. As a result a life insurance policy he held lapsed. What happened Mr M has a bank account with Lloyds. He also held a mortgage and a linked insurance policy with other firms that are part of the same... (3 pages)View decision -
Decision Reference DRN-5241281
7 Jan 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5241281 The complaint and what happened Mr and Mrs G have complained about Shawbrook Bank Limited’s response to a claim they made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’) and in relation to allegations of an unfair relationship taking in to account Secti... (6 pages)View decision
