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 342371 results
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Decision Reference DRN-4676588
10 Jul 2024 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-4676588 The complaint Mr C complains about damage fees that Mercedes-Benz Financial Services UK Limited trading as Mercedes-Benz Financial Services (“MBFS”) is seeking the payment of from him. What happened In November 2019 Mr C entered into a hire purchase agreement with MBFS for a ca... (4 pages)View decision -
Decision Reference DRN-4901088
10 Jul 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4901088 The complaint Mrs L is complaining about NewDay Ltd trading as BIP because she says it lent irresponsibly by providing her a credit card she couldn’t afford and going on to increase the limit several times. What happened In September 2021, following her application, NewDay gave... (5 pages)View decision -
Decision Reference DRN-3957645
10 Jul 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3957645 The complaint Mrs B has complained about Creation Consumer Finance Ltd’s (‘Creation’) response to a claim she 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 Section 140.A (... (6 pages)View decision -
Decision Reference DRN-4880277
10 Jul 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4880277 The complaint Mr S feels that Bank of Scotland plc, trading as Halifax, discriminated against him based on his race during a visit he took to one of their branches. What happened Mr S has explained that when he visited a Halifax branch in July 2023, he felt that a Halifax staff... (2 pages)View decision -
Decision Reference DRN-4857170
10 Jul 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4857170 The complaint Mr P complains that Wise Payments Limited (“Wise”) didn’t do enough to protect him when he fell victim to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in dispute, so I’ll f... (3 pages)View decision -
Decision Reference DRN-4872988
10 Jul 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4872988 The complaint Mrs H, as the executor of the estate of Mr H, complains about the service provided by Lloyds Bank PLC in connection with the cancellation of a direct debit payment her late husband had been paying for life insurance. Mrs H has authority to bring a complaint on beh... (3 pages)View decision -
Decision Reference DRN-3924131
10 Jul 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3924131 The complaint Mrs M has complained about Creation Consumer Finance Ltd’s (‘Creation’) response to a claim she 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 Section 140.A (... (6 pages)View decision -
Decision Reference DRN-4861346
10 Jul 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4861346 The complaint Mr Y complained about how American Express Services Europe Limited (AESEL) responded to a claim to refund the cost of his daughter’s dental treatment after she was unhappy with the results and the supplier ceased trading. What happened Mr Y paid £1,769 on his AESE... (3 pages)View decision -
Decision Reference DRN-4899720
10 Jul 2024 Haven Insurance Company Limited UpheldInsuranceDRN-4899720 The complaint Mr D complains that Haven Insurance Company Limited mishandled his claim on a commercial vehicle insurance policy. What happened The subject matter of the claim and the complaint is a van, first registered in 2014. For the year from mid-July 2022, Mr D had the van... (5 pages)View decision -
Decision Reference DRN-4782607
10 Jul 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4782607 The complaint Mr H complains that Bank of Scotland plc (trading as Halifax) was unfair when it didn’t agree to extend the term of his interest only mortgage. What happened Mr H has had an interest only mortgage with Halifax since 2006. The term expired in early 2024 with an unp... (2 pages)View decision