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-4690059
4 Jul 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4690059 The complaint Mr M complains about the outcome of a claim he made to Santander UK Plc (“Santander”) in respect of a kitchen he purchased using his Santander credit card. What happened Mr M previously brought a complaint to our service about incomplete works on an extension to h... (5 pages)View decision -
Decision Reference DRN-4832394
4 Jul 2024 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4832394 The complaint Mrs and Mr P complain that Casualty & General Insurance Company (Europe) Ltd (CGIC) declined their pet insurance claim. My references to CGIC include its agents. What happened Mrs and Mr P had pet insurance for their dog insured by CGIC since 2018. In 2023 Mrs... (3 pages)View decision -
Decision Reference DRN-4613485
4 Jul 2024 MotoNovo Finance Limited Not upheldConsumer CreditDRN-4613485 The complaint Mr C complains that a vehicle he acquired under a hire purchase agreement with Motonovo Finance Limited (“Motonovo”) wasn’t of satisfactory quality. What happened In July 2022, Mr C acquired a vehicle and financed this using a hire purchase agreement with Motonovo... (3 pages)View decision -
Decision Reference DRN-4890972
4 Jul 2024 TSB Bank plc UpheldConsumer CreditDRN-4890972 The complaint Mr K complains that TSB failed to change the repayment date for his personal loan and negatively impacted his credit score by reporting a missed payment. What happened Mr K holds a personal loan with TSB Bank plc. On 19 April 2023 Mr K telephoned TSB and requested... (3 pages)View decision -
Decision Reference DRN-4551935
4 Jul 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4551935 The complaint Mr P complains that Clydesdale Bank Plc trading as Virgin Money (“Virgin Money”) has failed to help him reclaim money for a bike he purchased. What happened On 1 April 2023, Mr P purchased an electric bike from a shop. He paid £2,699 using his Virgin Money credit ... (3 pages)View decision -
Decision Reference DRN-4886802
4 Jul 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4886802 The complaint Mrs N complains about Aviva Insurance Limited’s handling of a claim made under her home insurance policy. What happened Mrs N has been represented in making this complaint by a family member. For ease of reference, I’ll refer to Mrs N as our source of information ... (7 pages)View decision -
Decision Reference DRN-4728723
4 Jul 2024 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-4728723 The complaint Mr B complains about the charges Mitsubishi HC Capital UK PLC, trading as Novuna Vehicle Solutions (“Novuna”), applied when he returned a car at the end of his lease agreement. What happened Mr B entered into a hire agreement with Novuna in July 2020. The agreemen... (3 pages)View decision -
Decision Reference DRN-4853830
4 Jul 2024 National Savings and Investments UpheldBanking and PaymentsDRN-4853830 The complaint Mr P is unhappy that National Savings and Investments (“NS&I”) won’t honour an interest rate on an investment that they mistakenly told him was guaranteed. What happened Mr P held a one-year investment with NS&I that was due to mature on 3 February 2024. A... (3 pages)View decision -
Decision Reference DRN-4890884
4 Jul 2024 HSBC UK Bank Plc UpheldMortgagesDRN-4890884 The complaint Ms L and Mr V complain about delays when they redeemed their mortgage with HSBC UK Bank Plc. Mr V has dealt with the complaint throughout. He asks for compensation. What happened Funds were received by HSBC on 31 October 2022 to repay Ms L and Mr V’s mortgage. Mr ... (3 pages)View decision -
Decision Reference DRN-4798022
4 Jul 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4798022 The complaint Mrs Z complains that TSB Bank plc won’t refund the money she lost when she was the victim of a scam. What happened In 2022, Mrs Z became aware that a jewellery shop she regularly visited offered the opportunity to invest in gold. The owner of the shop told her the... (3 pages)View decision