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-4834147
16 Jul 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-4834147 The complaint Mr K & Mr K complain about the way Marshmallow Insurance Limited (“Marshmallow”) handled a claim under their car insurance policy. What happened Mr K & Mr K had a car insurance policy with Marshmallow. In November 2022 Mr K was involved in a collision w... (3 pages)View decision -
Decision Reference DRN-4891274
16 Jul 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4891274 The complaint Mrs B complains that Bank of Scotland plc trading as Halifax (Halifax) made an error when processing a cash Individual Savings Account (ISA) transfer and took too long to rectify the situation. Mrs B is represented by a third party but I have just referred to M... (3 pages)View decision -
Decision Reference DRN-4908387
16 Jul 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4908387 The complaint Mrs C complains that Clydesdale Bank plc trading as Virgin Money (‘Virgin’) acted unfairly and disproportionately when they reported a default on her credit card to Credit Reference Agencies (‘CRAs’) for a debt of £11.04. Mrs C would like her credit rating to ... (5 pages)View decision -
Decision Reference DRN-4543523
16 Jul 2024 Harvey & Thompson Limited Not upheldConsumer CreditDRN-4543523 The complaint Miss K complains that Harvey & Thompson Limited (“H&T”) irresponsibly gave her a fixed sum loan agreement she couldn’t afford to repay. What happened In July 2018, Miss K applied for a loan with H&T. She was given a loan of £350 to be repaid over 18... (3 pages)View decision -
Decision Reference DRN-4886547
16 Jul 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4886547 The complaint Mr M complains that Santander UK Plc misled him regarding wording they used on a Key Facts document. What happened Mr M opened an account with Santander. He said he viewed the Key Facts document for the account and while it said the interest rate was variable, ... (2 pages)View decision -
Decision Reference DRN-4871242
16 Jul 2024 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4871242 The complaint Miss B complains about the way that Tesco Personal Finance PLC trading as Tesco Bank dealt with her concerns over a duplicate debit on her credit card account. What happened In 2021, a business I will refer to as C, mistakenly placed two orders for the same pro... (3 pages)View decision -
Decision Reference DRN-4910640
16 Jul 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4910640 The complaint Mrs T 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.... (7 pages)View decision -
Decision Reference DRN-4821337
16 Jul 2024 Pepper (UK) Limited UpheldMortgagesDRN-4821337 The complaint This complaint is about two buy-to-let (BTL) mortgages Mr and Mrs B hold with Pepper (UK) Ltd trading as Engage Credit (Engage). The essence of the complaint is that Mr and Mrs B believe Engage has treated them unfairly by not offering more support when their f... (4 pages)View decision -
Decision Reference DRN-4853874
16 Jul 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4853874 Complaint Miss B has complained that Capital One (Europe) Plc (“Capital One”) irresponsibly provided her with credit cards when her credit file was poor. She says that if her bank statements had been checked it would have been clear why she couldn’t afford to make the payme... (5 pages)View decision -
Decision Reference DRN-4558333
16 Jul 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4558333 The complaint Mr E complains that Bank of Scotland plc (BoS) used contact information he’d provided in connection with another account with a different bank, (who I will call ‘X’), for the purposes of his Halifax account. What happened In October 2023 Mr E opened a Halifax ... (3 pages)View decision