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 353101 results
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Decision Reference DRN-4457071
14 Mar 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4457071 The complaint Mr A is unhappy that a car supplied to him under a hire purchase agreement with BMW Financial Services (GB) Limited trading as Alphera Financial Services (‘Alphera’) was of an unsatisfactory quality. What happened In November 2022, Mr A was supplied with a used ca... (4 pages)View decision -
Decision Reference DRN-4682230
14 Mar 2024 Western Circle Ltd UpheldConsumer CreditDRN-4682230 The complaint Mr G has complained through a representative that Western Circle Ltd trading as Cashfloat (“Cashfloat”) didn’t carry out sufficient affordability checks before it granted loans to him. What happened A summary of Mr G’s borrowing can be found in the table below. lo... (7 pages)View decision -
Decision Reference DRN-4602525
14 Mar 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4602525 The complaint A limited company, which I’ll refer to as ‘H’, is unhappy that National Westminster Bank Plc (“NatWest”) defaulted its Bounce Back Loan (“BBL”) for non-payment. H’s complaint is brought to this service by its director, whom I’ll refer to as ‘Mr T’. What happened T... (3 pages)View decision -
Decision Reference DRN-4299440
14 Mar 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4299440 The complaint The trustee of a trust, which I’ll refer to as A complain that Barclays Bank UK PLC closed its bank account without reason. A want Barclays to provide a proper explanation and reopen the account. A’s complaint has been brought to our service by Mr G (who is himse... (4 pages)View decision -
Decision Reference DRN-4583311
14 Mar 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4583311 The complaint Ms T is unhappy with Creation Consumer Finance Ltd.’s (‘Creation’) response to a claim she made under s.75 of the Consumer Credit Act 1974 (the ‘CCA’) and an unfair relationship she claims to have with Creation taking into account s.140A of the CCA. What happened ... (12 pages)View decision -
Decision Reference DRN-4682884
14 Mar 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4682884 The complaint Mrs T complains that Royal & Sun Alliance Insurance Limited (“RSA”) unfairly avoided her home insurance policy and declined her claim after her home was burgled. RSA is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the action... (4 pages)View decision -
Decision Reference DRN-4454380
14 Mar 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4454380 The complaint Ms K complains that Bank of Scotland plc won’t agree to extend the term of her interest only mortgage or convert it to repayment terms. This complaint is about Birmingham Midshires and Bank of Scotland – which are both trading styles of Bank of Scotland plc. What ... (3 pages)View decision -
Decision Reference DRN-4644200
14 Mar 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4644200 The complaint Mr A is unhappy that National Westminster Bank Plc (“NatWest”) allowed a direct debit to leave his account after he cancelled the direct debit instruction. What happened Mr A had a direct debit which was scheduled to be paid from his NatWest account on 24 August 2... (2 pages)View decision -
Decision Reference DRN-4553513
14 Mar 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4553513 The complaint Mr T complains Santander UK PLC cannot find his account and will not pay the balance, plus interest, shown on a passbook from 1992. What happened The circumstances that led to the complaint are well known by both parties, so I won’t repeat them in detail, but in s... (3 pages)View decision -
Decision Reference DRN-4299391
14 Mar 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4299391 The complaint M, a limited company complains that Barclays Bank UK PLC closed its bank account without reason. M want Barclays to provide a proper explanation and reopen the account. M also want Barclays to pay compensation for the financial losses it suffered as a result of it... (4 pages)View decision
