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 355536 results
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Decision Reference DRN-4999586
3 Sep 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4999586 The complaint Mr C has complained about Creation Consumer Finance Ltd’s (“Creation”) response to a claim he made under the Consumer Credit Act 1974 (the “CCA”) and his request for money back. What happened In March 2013, Mr C bought a solar panel system (‘the system’) from ... (5 pages)View decision -
Decision Reference DRN-4923471
3 Sep 2024 RAC Insurance Limited UpheldInsuranceDRN-4923471 The complaint Mr T is unhappy with how RAC Insurance Limited dealt with his motor insurance claim. What happened Mr T held a motor insurance policy with RAC. In September 2023, Mr T was involved in a collision and made a claim to RAC. RAC offered Mr T a settlement for his ... (4 pages)View decision -
Decision Reference DRN-4842804
3 Sep 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4842804 The complaint Mr S complains that Lloyds Bank PLC switched his account to online statements only against his wishes and without a proper explanation. What happened Lloyds wrote and emailed Mr S in October 2023 that it would send online statements from 1 November, and it set ... (3 pages)View decision -
Decision Reference DRN-4997059
3 Sep 2024 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-4997059 The complaint and what happened Mrs M has complained about Mitsubishi HC Capital UK Plc’s, trading as Hitachi Capital Consumer Finance, (‘Mitsubishi’) response to a claim she made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’) and in relation to allega... (6 pages)View decision -
Decision Reference DRN-4957864
3 Sep 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4957864 The complaint Mr N has complained that Santander UK Plc won’t refund the money he lost after falling victim to a scam. What happened In autumn 2023, Mr N was offered an online job doing tasks. However, this was actually a scam. The scammers persuaded Mr N to pay his own mone... (2 pages)View decision -
Decision Reference DRN-4889231
3 Sep 2024 Metro Bank PLC Not upheldInvestmentsDRN-4889231 The complaint Mrs R complains that Metro Bank PLC (“Metro”) have treated her unfairly as it won’t allow her to take money out of a fixed rate account she has with it despite her financial difficulties. What happened Mrs R opened a three-year fix rate account on 8 February 20... (4 pages)View decision -
Decision Reference DRN-4875749
3 Sep 2024 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-4875749 The complaint Miss S complains that Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (“VWFS”) didn’t change her bank details, which resulted in her missing a payment and VWFS reporting a missed payment to the credit reference agencies (“CRAs”). W... (3 pages)View decision -
Decision Reference DRN-4537036
3 Sep 2024 ALLICA BANK LIMITED Not upheldBanking and PaymentsDRN-4537036 The complaint Mr T is unhappy with how Allica Bank Limited dealt with his application for a remortgage. He says that Allica bank’s solicitors caused unnecessary delays which meant his mortgage offer expired and he has lost out financially. He is looking for the initial mortg... (6 pages)View decision -
Decision Reference DRN-4999179
3 Sep 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4999179 The complaint Mr K complains about the standard of repairs carried out by his home emergency insurer, Royal & Sun Alliance Insurance Limited (‘RSA’), after he made a claim on his policy in 2019. RSA is the underwriter of this policy i.e. the insurer. During the claim Mr... (3 pages)View decision -
Decision Reference DRN-4714194
3 Sep 2024 Sabre Insurance Company Limited Not upheldInsuranceDRN-4714194 The complaint Mr V complains that Sabre Insurance Company Limited (’Sabre’) avoided his motor insurance policy, retained his premiums and declined his claim. Sabre are the underwriters of this insurance policy. Some of Mr V’s complaint concerns the actions of Sabre’s appoin... (3 pages)View decision
