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-5000230
12 Nov 2024 Advantage Finance Ltd UpheldConsumer CreditDRN-5000230 The complaint Mrs D is unhappy that a car supplied to her under a hire purchase agreement with Advantage Finance Limited was of an unsatisfactory quality. Mrs D has been represented during the claim and complaint process by Mr H. For ease of reference, I will refer to any ... (6 pages)View decision -
Decision Reference DRN-5064703
12 Nov 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5064703 The complaint Miss M complains that Santander UK Plc unfairly blocked and closed her account without providing a proper explanation. She is also unhappy that Santander didn’t offer her support. What happened The detailed background of this complaint is well known to both par... (4 pages)View decision -
Decision Reference DRN-5111441
12 Nov 2024 Monmouthshire Building Society UpheldMortgagesDRN-5111441 The complaint Mrs H complains that her mortgage with Monmouthshire Building Society (MBS) was mis-sold, because she was misled about its nature. She also complains that MBS is taking legal action to repossess the property. What happened Mrs H and her husband, Mr H, took out ... (7 pages)View decision -
Decision Reference DRN-5012359
12 Nov 2024 Care by Volvo Car UK Limited Not upheldConsumer CreditDRN-5012359 The complaint Mr M complains about end of lease charges he was asked to pay by Care by Volvo Car UK Limited (‘Volvo’) when he returned a car he had been financing through an agreement with them. What happened In February 2024 Mr M returned a car he had been financing through... (2 pages)View decision -
Decision Reference DRN-5141074
12 Nov 2024 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5141074 The complaint Mr F says The Royal Bank of Scotland PLC (“RBS”) refuses to refund him for transactions on his account he doesn’t think were authorised. He is also unhappy that RBS has not supplied the information he requested several times. What happened The facts of this ca... (3 pages)View decision -
Decision Reference DRN-5061858
12 Nov 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5061858 The complaint Mr D and Miss W complain that Liverpool Victoria Insurance Company Limited (“LV”) failed to check and note an incorrect entry on the Claims & Underwriting Exchange (CUE) database. The policy is in joint names but I’ll refer to Mr ... (3 pages)View decision -
Decision Reference DRN-4837924
12 Nov 2024 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-4837924 The complaint Miss P complains about a car acquired through a Conditional Sale agreement with Stellantis Financial Services UK Limited (‘Stellantis’). Miss P has had problems with the car and says these defects would’ve been present when the car was supplied. She says she r... (5 pages)View decision -
Decision Reference DRN-4954921
12 Nov 2024 Paragon Bank Plc UpheldInvestmentsDRN-4954921 The complaint Mr L complains that Paragon Bank Plc failed to complete his application for an Individual Savings Account (ISA) transfer. What happened Mr L sent Paragon an incorrectly completed ISA transfer form in early September 2023. The transfer was rejected by the ceding... (2 pages)View decision -
Decision Reference DRN-5128071
12 Nov 2024 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5128071 The complaint and what happened Mr W has complained about Mitsubishi HC Capital UK Plc, trading as Hitachi Capital Consumer Finance’s (“Mitsubishi’s”) response to a claim he made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’) and in relation to allegat... (7 pages)View decision -
Decision Reference DRN-5097045
12 Nov 2024 Tandem Bank Limited Not upheldBanking and PaymentsDRN-5097045 The complaint Mr H complains that Tandem Bank Limited won’t allow him to close his fixed term savings account early. What happened Mr H opened a five-year fixed term savings account in September 2023 with a deposit of £15,000. He contacted Tandem in 2024 as he wanted to cl... (3 pages)View decision
