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-4452706
4 Jul 2024 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-4452706 The complaint A business partnership, which I’ll refer to as S, has complained about the service received from The National Farmers’ Union Mutual Insurance Society Limited (NFU) when renewing its commercial property insurance policy. What happened S is a general partnership of... (2 pages)View decision -
Decision Reference DRN-4872412
4 Jul 2024 Evergreen Finance London Limited UpheldConsumer CreditDRN-4872412 The complaint Mr B complains through a representative that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) provided him with loans without carrying out sufficient affordability checks. What happened A summary of Mr B’s borrowing can be found below. loa... (4 pages)View decision -
Decision Reference DRN-4844651
4 Jul 2024 Black Horse Limited Not upheldConsumer CreditDRN-4844651 The complaint Mr H complains that Black Horse Limited trading as Black Horse (Black Horse) irresponsibly granted him a hire purchase agreement that he couldn’t afford to repay. What happened In December 2018 Mr H acquired a vehicle financed by a hire purchase agreement from Bla... (3 pages)View decision -
Decision Reference DRN-4869293
4 Jul 2024 Apfin Ltd Not upheldConsumer CreditDRN-4869293 The complaint Miss J complains APFIN LTD trading as cashasap.co.uk (“Apfin”) provided her with a loan which wasn’t affordable and during a time when she was struggling with priority bills. What happened Miss J was granted one loan on 29 October 2022 for £400. Miss J was due to ... (3 pages)View decision -
Decision Reference DRN-4856285
4 Jul 2024 Yorkshire Building Society UpheldBanking and PaymentsDRN-4856285 The complaint Ms N complains about the delay Yorkshire Building Society (YBS) caused in their processing of a cash ISA transfer to another financial institution (which I’ll call A). As a result, Ms N says she was caused inconvenience and stress, uncertainty, and existing health... (3 pages)View decision -
Decision Reference DRN-4847811
4 Jul 2024 Stagemount Limited UpheldConsumer CreditDRN-4847811 The complaint Ms A complains through a representative that Stagemount Limited trading as Quid Market (“Quid Market”) gave her a loan without carrying out the correct affordability checks. What happened Ms A was granted a £600 loan on 19 July 2023. She was due to make six monthl... (3 pages)View decision -
Decision Reference DRN-4889432
4 Jul 2024 MotoNovo Finance Limited Not upheldConsumer CreditDRN-4889432 The complaint Mr P complains about the service he received when he purchased his car, and that the agreement financed by MotoNovo Finance Limited (MotoNovo) was misrepresented to him. What happened In July 2023 Mr P acquired a used car through a hire purchase agreement financed... (5 pages)View decision -
Decision Reference DRN-4882276
4 Jul 2024 PREPAID FINANCIAL SERVICES LIMITED UpheldBanking and PaymentsDRN-4882276 The complaint Miss W complains PREPAID FINANCIAL SERVICES LIMITED hasn’t refunded transactions that she didn’t complete or authorise. What happened Miss W has a pre-paid card issued by PFS. In June 2020 Miss W contacted PFS to say there’d been over £9,600’s worth of transaction... (2 pages)View decision -
Decision Reference DRN-4432551
4 Jul 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4432551 The complaint Mr B’s complaint is that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (‘Mitsubishi’) acted unfairly and unreasonably when deciding against paying his claim under Section 75 of the Consumer Credit Act 1974 (the ‘CCA’) and turning down his complai... (3 pages)View decision -
Decision Reference DRN-4786905
4 Jul 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4786905 The complaint Mrs C complains about how Bank of Scotland plc trading as Halifax treated her when they declined various debit transactions which she attempted to make from her account with them including internal transfers. What happened During 2023, Mrs C attempted to make vari... (2 pages)View decision