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 357004 results
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Decision Reference DRN-4729763
23 May 2024 esure Insurance Limited UpheldInsuranceDRN-4729763 The complaint Ms V complains about the way esure Insurance Limited (“esure”) handled a motor insurance claim. Any reference to esure includes the actions of its agents. What happened The circumstances of this complaint are well known to both parties, so I’ve summarised what hap... (2 pages)View decision -
Decision Reference DRN-4462469
23 May 2024 Zopa Bank Limited Not upheldConsumer CreditDRN-4462469 The complaint Mrs C complains about a used car she acquired through a hire purchase agreement with Zopa Bank Limited trading as Zopa. The car suffered a significant mechanical failure approximately seven months after Mrs C acquired the car and it then required expensive repairs... (2 pages)View decision -
Decision Reference DRN-4813944
23 May 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4813944 The complaint Mr W complains that Bank of Scotland plc (‘Bank of Scotland’) won’t refund the money he lost in a scam. What happened Mr W is represented in this case but for ease I’ll refer to Mr W throughout this decision. Mr W says that he had been looking for a van for work f... (3 pages)View decision -
Decision Reference DRN-4583179
23 May 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4583179 The complaint Mr K complains about the charges Mitsubishi HC Capital UK Plc (t/a Novuna Vehicle Solutions) (“NVS”) applied when he returned a car at the end of his hire agreement. What happened Mr K entered into a hire agreement in August 2020 for a term of 36 months. The vehic... (2 pages)View decision -
Decision Reference DRN-4783041
23 May 2024 Specialist Motor Finance Limited UpheldConsumer CreditDRN-4783041 The complaint Mr H complains that Specialist Motor Finance Limited trading as Specialist Motor Finance (Specialist Motor Finance) irresponsibly granted him a hire purchase agreement that he couldn’t afford to repay What happened In March 2018 Mr H acquired a vehicle financed by... (4 pages)View decision -
Decision Reference DRN-4798262
23 May 2024 Loans 2 Go Limited UpheldConsumer CreditDRN-4798262 The complaint Mr D has complained that Loans 2 Go Limited (“L2G”) gave him a loan he couldn’t afford to repay. What happened Mr D was advanced one loan of £450 on 19 September 2023, and he was due to make 18 monthly repayments of £92.50. If Mr D repaid the loan in line with the... (4 pages)View decision -
Decision Reference DRN-4775225
23 May 2024 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-4775225 The complaint Mrs M on behalf of her son (Mr M) complains about the poor service received by The Co- operative Bank Plc (“Co-op”) regarding the administration of a child trust fund (“CTF”) in her son’s name. In particular, Mrs M says she received a lack of communication regardi... (3 pages)View decision -
Decision Reference DRN-4789099
23 May 2024 Paragon Bank Plc Not upheldBanking and PaymentsDRN-4789099 The complaint Mr T complains that Paragon Bank Plc did not return his deposited funds when he asked them to, and they froze his account. What happened Mr T says he opened an online savings account with Paragon, and he transferred £1,000 into the account. Mr T says Paragon froze... (3 pages)View decision -
Decision Reference DRN-4812843
23 May 2024 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-4812843 The complaint Mr W complains that Clydesdale Financial Services Limited trading as Barclays Partner Finance (“BPF”) acted unfairly and unreasonably by (1) participating in an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (the “CCA”) and ... (4 pages)View decision -
Decision Reference DRN-4810947
23 May 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4810947 The complaint Mr and Mrs E say Shawbrook Bank Limited (Shawbrook) has unfairly declined a claim they made under section 75 of the Consumer Credit Act 1974 (as amended) (CCA). What happened Mr and Mrs E bought a number of timeshare memberships from a timeshare provider (the supp... (4 pages)View decision
