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 118878 results
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Decision Reference DRN-3554096
21 Jun 2022 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-3554096 The complaint Mr S complains Shop Direct Finance Company Limited didn’t make reasonable adjustments for him, didn’t close his account in the manner he requested and gave poor service too. What happened Mr S had an account with Shop Direct (trading as “Very”) which was closed in... (2 pages)View decision -
Decision Reference DRN-3544572
21 Jun 2022 Lendable Ltd UpheldConsumer CreditDRN-3544572 The complaint Mr L complains through his representative that Lendable Ltd lent him money on high cost loans that he couldn’t afford to repay. What happened Lendable provided Mr L with the following loans: Date of loan Amount lent Monthly instalment) Term of loan Date repaid Loa... (4 pages)View decision -
Decision Reference DRN-3429363
21 Jun 2022 Europa Group Limited UpheldInsuranceDRN-3429363 The complaint Mr S complains that Europa Group Limited hasn’t provided a refund payment that was due after he cancelled his motor insurance policy. He wants the refund to be paid. What happened Mr S’s premium increased significantly at renewal in September 2021. He had a telema... (3 pages)View decision -
Decision Reference DRN-3309834
21 Jun 2022 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-3309834 The complaint Mrs H complains about the way Tesco Personal Finance Plc (‘Tesco’) handled her request for a refund in relation to a trip she paid for with her Tesco credit card. What happened In November 2019 Mrs H booked a trip for her and three family members with a company I... (2 pages)View decision -
Decision Reference DRN-3448040
21 Jun 2022 Helvetia Schweizerische Versicherungsgesellschaft in Liechtenstein AG UpheldInsuranceDRN-3448040 The complaint Mr K complains Helvetia Schweizerische Versicherungsgesellschaft in Liechtenstein AG unfairly declined his mobile phone insurance claim. What happened In April 2021 Mr K took out a Helvetia mobile phone insurance policy. The next day he made a claim, reporting the... (2 pages)View decision -
Decision Reference DRN-3468634
21 Jun 2022 FirstRand Bank Limited UpheldConsumer CreditDRN-3468634 The complaint Mrs O complains about the quality of a car that was supplied to her under a Personal Contract Purchase (PCP) agreement with FirstRand Bank Limited (trading as Motonovo Finance). What happened In April 2019 Mrs O took out a PCP agreement with Motonovo for a car. Th... (4 pages)View decision -
Decision Reference DRN-3554333
21 Jun 2022 Bank of Scotland Plc UpheldMortgagesDRN-3554333 The complaint Mr B’s complaint is about a failed mortgage application with Bank of Scotland plc trading as Halifax (BoS). The application failed because of a mistake by BoS and Mr B wants to be compensated for the financial losses and the upset and inconvenience he suffered. Wh... (7 pages)View decision -
Decision Reference DRN-3553845
21 Jun 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3553845 The complaint Mr S complains that Everyday Lending Limited, trading as Everyday Loans, lent to him irresponsibly and without carrying out proper affordability checks. He would like all the fees and charges associated with the loan refunded, and the default removed from his cred... (3 pages)View decision -
Decision Reference DRN-3181261
21 Jun 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3181261 The complaint Mr B complains that Bank of Scotland plc trading as Halifax hasn’t fully reimbursed him for the money he lost when he fell victim to a scam. What happened Mr B explains he was made aware of a high interest investment through a contractor that his wife was working ... (5 pages)View decision -
Decision Reference DRN-3398077
21 Jun 2022 Next Retail Limited UpheldConsumer CreditDRN-3398077 The complaint Ms S complains that Next Retail Limited (“Next Retail”) lent to her irresponsibly. What happened Ms S opened a credit account with Next Retail in 2005. She then entered into a debt management plan (“DMP”) so, from August 2015, her credit limit was suspended while ... (4 pages)View decision
