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-3541673
14 Jun 2022 Mortgage Advice Bureau Limited UpheldMortgagesDRN-3541673 The complaint Ms M complains that Mortgage Advice Bureau Limited (MAB) mis-sold her mortgage. What happened In April 2020, Ms M contacted MAB for advice on a re-mortgage as her current mortgage product was coming to an end. She says in an initial telephone appointment she expl... (8 pages)View decision -
Decision Reference DRN-3183039
14 Jun 2022 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-3183039 The complaint Mr B complains that Tesco Personal Finance PLC (“Tesco”) unfairly charged interest on his credit card account whilst an agreed payment holiday was in force. What happened In April 2020 Mr B contacted Tesco to seek support in managing his credit card account whilst... (3 pages)View decision -
Decision Reference DRN-3364392
14 Jun 2022 The Royal Bank of Scotland Plc UpheldBanking and PaymentsPage 1 of 3The complaint Mr N complains about the change in the charges on the overdraft of his account with The Royal Bank of Scotland Plc (RBS). He also complains about the charges and the effect on him since March 2020. What happened From information supplied by RBS, Mr N first had the ... (3 pages)View decision -
Decision Reference DRN-3463295
14 Jun 2022 National Savings and Investments UpheldBanking and PaymentsDRN-3463295 The complaint Mr H is complaining about how National Savings and Investments (NS&I) handled a call he made to them about their automated prize checker, and how they communicated with him after this. What happened On 3 December 2021 Mr H called NS&I to ask why their auto... (3 pages)View decision -
Decision Reference DRN-3314799
14 Jun 2022 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-3314799 The complaint Mr H complains about a conditional sale agreement he took out with Santander Consumer (UK) Plc, to get a used car. What happened At the start of 2020, Mr H and a third party, who I’ll call ‘A’, discussed an arrangement where they could make extra income by hiring ... (5 pages)View decision -
Decision Reference DRN-3484050
14 Jun 2022 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-3484050 The complaint Mr H complains about Liverpool Victoria Insurance Company Limited’s (LV) decision to decline his claim for the theft of his car, under his motor insurance policy. What happened In May 2021 Mr H’s car was stolen from his driveway. He reported the theft to the polic... (4 pages)View decision -
Decision Reference DRN-3518726
14 Jun 2022 Advanced Payment Solutions Limited UpheldBanking and PaymentsDRN-3518726 Complaint Mr S has complained that Advanced Payment Solutions Limited (trading as “Cashplus” Bank) unfairly provided him with an unaffordable iDraft facility. Background Mr S was provided with an iDraft facility with a credit limit of £500 in May 2018. One of our investigators ... (3 pages)View decision -
Decision Reference DRN-3492272
14 Jun 2022 Aviva Insurance Limited UpheldInsuranceDRN-3492272 The complaint Ms D complains about Aviva Insurance Limited’s handling of her claim following an accident, under her motor insurance policy. What happened Ms D was involved in a car accident in February 2021 and reported this to Aviva. She says that its handling of the claim was... (4 pages)View decision -
Decision Reference DRN-3512686
14 Jun 2022 Ald Automotive Limited UpheldConsumer CreditDRN-3512686 The complaint Mr B complains about the quality of a car he acquired through a hire agreement financed by ALD Automotive Limited (ALD). What happened In August 2019 Mr B acquired a new car through a hire agreement. He said he noticed a problem with the vehicle soon after acquiri... (5 pages)View decision -
Decision Reference DRN-3529881
14 Jun 2022 Loans 2 Go Limited UpheldConsumer CreditDRN-3529881 Complaint Ms S has complained about a loan Loans 2 Go Limited (“L2G”) provided to her. She says the loan had a very high interest rate and she’s since also complained it was unaffordable. Background L2G provided Ms S with a loan for £1,000.00 in February 2020. This loan had an ... (3 pages)View decision
