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 352408 results
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Decision Reference DRN-4469834
13 Mar 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4469834 The complaint Mrs T complains that Mitsubishi HC Capital UK plc, trading as Novuna Personal Finance, won’t refund to her the money that she paid for a trial membership of a holiday club. She’s being represented in her complaint by a legal adviser. What happened Mrs T and her hu... (4 pages)View decision -
Decision Reference DRN-4600308
13 Mar 2024 Pure Commercial Finance Limited UpheldMortgagesDRN-4600308 The complaint Mr W has complained about the service he received from Pure Commercial Finance Limited trading as Pure Property Finance when he wanted to apply for a secured loan on his property. What happened On 4 March 2022 Mr W made an online enquiry with Pure. He said he was ... (3 pages)View decision -
Decision Reference DRN-4583127
13 Mar 2024 MotoNovo Finance Limited UpheldConsumer CreditDRN-4583127 The complaint Mr D complains about the quality of a car he has been financing through an agreement with MotoNovo Finance Limited (who I’ll call MotoNovo). What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’l... (3 pages)View decision -
Decision Reference DRN-4536052
13 Mar 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4536052 The complaint Mr T complains that Santander UK Plc hasn’t refunded him after he fell victim to an investment scam. What happened The background to this complaint is well-known to both parties, and I’ve discussed my findings with Santander and Mr T already. I won’t then go into ... (4 pages)View decision -
Decision Reference DRN-4615124
13 Mar 2024 Vacation Finance Limited Not upheldConsumer CreditDRN-4615124 The complaint Mr W complains that Vacation Finance Limited won’t refund to him the money that he paid for a lifestyle concierge membership. He’s being represented in his complaint by a claims management company. What happened Mr W’s wife says that she and Mr W had bought holida... (5 pages)View decision -
Decision Reference DRN-4284557
13 Mar 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4284557 The complaint Mr and Mrs K complain that Santander hasn’t refunded money they lost when they paid a company to carry out home improvement work, which they now believe was an Authorised Push Payment scam (APP Scam). What happened Mr and Mrs K hold a current account with Santande... (4 pages)View decision -
Decision Reference DRN-3990760
13 Mar 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3990760 The complaint A company I’ll call A complains that Lloyds Bank PLC (Lloyds) blocked and closed its accounts without prior notice and without explaining why. A is represented by its director, Mr C. What happened On 14 February 2022, Lloyds blocked A’s accounts, meaning A couldn’... (4 pages)View decision -
Decision Reference DRN-4631436
13 Mar 2024 Leeds Building Society Not upheldBanking and PaymentsDRN-4631436 The complaint Mr P is unhappy that Leeds Building Society (“LBS”) wouldn’t let him transfer his one-year fixed-term ISA one year after he opened it. What happened Mr P opened a one-year fixed-term ISA with LBS on 3 October 2022. At the start of October 2023, Mr P visited an LBS... (2 pages)View decision -
Decision Reference DRN-4637073
13 Mar 2024 Fairmead Insurance Limited Not upheldInsuranceDRN-4637073 The complaint Mrs B complains that Fairmead Insurance Limited has turned down a loss of rent claim she made on a property owner’s insurance policy. All references to Fairmead include the actions of the agents acting on its behalf. What happened Mrs B’s property was tenanted. In... (4 pages)View decision -
Decision Reference DRN-4636030
13 Mar 2024 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-4636030 The complaint Mrs S’ complaint is about a claim she made on her Red Sands Insurance Company (Europe) Limited pet insurance policy which was declined. Mrs S says she was treated unfairly and wants Red Sands to pay her claim. What happened In November 2023 Mrs S’ pet was treated ... (3 pages)View decision
