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-5143498
15 Nov 2024 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5143498 The complaint and what happened Ms H and Mr S have complained about Mitsubishi HC Capital UK Plc, trading as Novuna Personal Finance’s (“Mitsubishi’s”) response to a claim they made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’) and in relation to alle... (7 pages)View decision -
Decision Reference DRN-5104489
15 Nov 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5104489 The complaint Miss B complains that Creation Consumer Finance Ltd changed the address on her account to that of another customer with the same name and subsequently failed to inform the credit reference agencies to remove the incorrect address from her file. What happened Mi... (2 pages)View decision -
Decision Reference DRN-5141990
15 Nov 2024 Great Lakes Insurance SE UpheldInsuranceDRN-5141990 The complaint Mr W is unhappy that Great Lakes Insurance SE hasn’t paid, in full, a claim made on a travel insurance policy (‘the policy’) (including declining a claim for curtailment). He’s also unhappy with the assistance he received whilst abroad and that his claim for cu... (7 pages)View decision -
Decision Reference DRN-5067629
15 Nov 2024 U K Insurance Limited UpheldInsuranceDRN-5067629 The complaint Mrs M complains UK Insurance Limited (UKI) wasn’t clear to her about her options when she made a claim on her motor insurance policy and about delays when her car was taken in for repair. UKI are the underwriters of this policy i.e. the insurer. Part of this ... (3 pages)View decision -
Decision Reference DRN-4897481
15 Nov 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4897481 The complaint Mrs K complained because TSB Bank plc refused to refund her for a cash machine withdrawal, after she said she didn’t receive the money. What happened On 6 March 2024, Mrs K used a cash machine outside a branch of a non-TSB bank. She wanted to withdraw £200 fro... (3 pages)View decision -
Decision Reference DRN-5140285
15 Nov 2024 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5140285 The complaint Ms T has complained about the way Red Sands Insurance Company (Europe) Limited handled a complaint she made on a travel insurance policy. What happened Ms T was due to go on a trip abroad in May 2023. However, her father unfortunately died in April 2023, with ... (2 pages)View decision -
Decision Reference DRN-5138915
15 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5138915 The complaint Mr H complains that Monzo Bank Ltd (Monzo) is refusing to refund him the amount he lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, Mr H received a... (3 pages)View decision -
Decision Reference DRN-5084899
15 Nov 2024 SI Capital Ltd UpheldInvestmentsDRN-5084899 The complaint Mr M has complained about the way his portfolio has been managed by SI Capital Ltd (‘SI’). He says shares were traded without his consent, the trades were higher in value than agreed for his account and any investments should have been for the medium term but w... (8 pages)View decision -
Decision Reference DRN-5076872
15 Nov 2024 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5076872 Complaint Mr S has complained about a credit card that Zopa Bank Limited (“Zopa”) provided to him. He says that he shouldn’t have been given the credit card as it was unaffordable. So it was irresponsibly provided to him. Background In September 2023, Zopa provided Mr S wit... (3 pages)View decision -
Decision Reference DRN-5145830
15 Nov 2024 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5145830 The complaint Mrs N complains about the way Stellantis Financial Services UK Limited trading as Vauxhall Finance has dealt with her claim that a car it supplied to her under a conditional sale agreement was not of satisfactory quality. She’s assisted in bringing this compla... (5 pages)View decision
