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 360264 results
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Decision Reference DRN-5114030
18 Nov 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5114030 Complaint Mrs H has complained about a credit card and subsequent limit increases which NewDay Ltd (trading as “Aqua”) provided to her. She says the account was unaffordable. Background Aqua provided Mrs H with a credit card which had a credit limit of £250 in December 2012... (3 pages)View decision -
Decision Reference DRN-5139719
18 Nov 2024 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5139719 Complaint Mr H complains that BMW Financial Services (GB) Limited (trading as “Alphera” Financial Services) unfairly entered into a hire purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable. Background In November 2023, Alpher... (3 pages)View decision -
Decision Reference DRN-4624001
17 Nov 2024 Next Retail Limited Not upheldConsumer CreditDRN-4624001 The complaint Mrs W complains Next Retail Limited (Next Retail) registered a default against her account and won’t remove it even though she has explained she missed the payments due to difficult personal circumstances. What happened Mrs W opened an account with Next Retail... (3 pages)View decision -
Decision Reference DRN-5057775
17 Nov 2024 Columbia Threadneedle Management Limited Not upheldInvestmentsDRN-5057775 The complaint Mr C complains Columbia Threadneedle Management Limited (“Columbia”) is refusing to let him access an account he holds with Columbia. Mr C is represented in his complaint by a relative I’ll call Ms C. For simplicity I’ll refer below to Mr C when referring to th... (3 pages)View decision -
Decision Reference DRN-4533657
17 Nov 2024 Close Brothers Limited Not upheldConsumer CreditDRN-4533657 The complaint Mr S complains that Close Brothers Limited trading as Close Brothers Motor Finance (“Close Brothers”) have recorded negative markers against his credit file after saying this would not happen when he voluntarily surrendered his car. What happened Firstly, Mr S ... (3 pages)View decision -
Decision Reference DRN-5104970
17 Nov 2024 Alwyn Insurance Company Limited UpheldInsuranceDRN-5104970 The complaint Mr R complains about the way Alwyn Insurance Company Limited (“Alwyn”) handled a claim made under his insurance policy. What happened Mr R made a claim to his insurer, Alwyn, under his Landlord Home Emergency policy, when his tenants reported water ingress comi... (6 pages)View decision -
Decision Reference DRN-5151953
16 Nov 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-5151953 The complaint Mrs S has complained that Wise Payments Limited (“Wise”) failed to protect her from falling victim to an employment-based scam. What happened I issued my provisional findings on this complaint earlier this month. I gave both parties the chance to respond befor... (4 pages)View decision -
Decision Reference DRN-5151911
16 Nov 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5151911 The complaint Mrs J complains that Mitsubishi HC Capital UK PLC trading as Novuna 1 (the ‘Lender’) is liable to pay her compensation following a complaint made about a timeshare bought using credit provided by it. Although the purchase in question was made in the joint name... (9 pages)View decision -
Decision Reference DRN-5096018
15 Nov 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5096018 The complaint Mrs B has complained that she couldn’t access her account for around two weeks after she switched her account to Barclays Bank UK PLC (“Barclays”). What happened Mrs B switched her current account to Barclays, and although she’d downloaded Barclays’ banking app... (3 pages)View decision -
Decision Reference DRN-5133144
15 Nov 2024 Inter Partner Assistance SA UpheldInsuranceDRN-5133144 The complaint Mr and Mrs H have complained that Inter Partner Assistance SA (IPA) declined a claim they made on a travel insurance policy. What happened Mr and Mrs H were on a trip abroad in November 2023 when Mrs H suffered a serious medical event and needed to be hospital... (3 pages)View decision
