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 360264 results
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Decision Reference DRN-4375758
23 Feb 2024 Vacation Finance Limited Not upheldConsumer CreditDRN-4375758 The complaint Mr and Mrs W have complained that Vacation Finance Limited (“VFL”) needed to pay compensation arising out of the sale of a holiday product bought using a VFL loan. What happened In November 2016, Mr and Mrs W took out a membership with a holiday product supplier (... (4 pages)View decision -
Decision Reference DRN-4299664
23 Feb 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4299664 The complaint Mr C complains Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance (Novuna) irresponsibly entered a fixed term loan agreement with him because it failed to carry out reasonable and proportionate checks to ensure he could affordably make the repayments.... (4 pages)View decision -
Decision Reference DRN-4642287
23 Feb 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4642287 The complaint Miss M complains that NewDay Ltd (NewDay) lent to her irresponsibly. What happened I don’t need to go into the background here – as this provisional decision is about how to get the remedies implemented, and not the decision itself. NewDay approved a new credit ca... (5 pages)View decision -
Decision Reference DRN-4582729
23 Feb 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-4582729 The complaint Mrs H complains about Advantage Insurance Company Limited (Advantage), who declined her claim under her home insurance policy. What happened Mrs H noticed her boiler kept coming on and her gas bill was high, whilst she was away from her home. On investigation, she... (6 pages)View decision -
Decision Reference DRN-4486451
23 Feb 2024 Chetwood Financial Limited Not upheldConsumer CreditDRN-4486451 The complaint Mrs E complains that Chetwood Financial Limited, trading as BetterBorrow, unfairly recorded a default against her credit file. What happened Mrs E took out a loan with BetterBorrow. The loan was for £12,000 over 72 months, with monthly payments of around £253. In ... (3 pages)View decision -
Decision Reference DRN-4586357
23 Feb 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4586357 The complaint A company which I’ll call ‘C’ complains that Lloyds Bank Plc treated them unfairly from the rate it charged when they made an international payment. The complaint is brought on C’s behalf by one of their directors, Mr K. What happened C told us: In April 2023, on... (2 pages)View decision -
Decision Reference DRN-4410517
23 Feb 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4410517 The complaint Mr and Mrs P complain Barclays Bank UK PLC (“Barclays”) closed their accounts without explanation and withheld their funds for an unreasonable time. Mr and Mrs P believe Barclays’ decision to act in this way was discriminatory. Mr and Mrs P want Barclays to return... (5 pages)View decision -
Decision Reference DRN-4586622
23 Feb 2024 Paratus AMC Limited UpheldMortgagesDRN-4586622 The complaint Ms C complains that Paratus AMC Limited is now asking her to pay the shortfall for a mortgage. She told us that the shortfall must date back to around 2007 or 2008, and Paratus hasn’t been in touch about this debt for many years. What happened This decision deals ... (5 pages)View decision -
Decision Reference DRN-4560682
23 Feb 2024 TM Advances Limited Not upheldConsumer CreditDRN-4560682 The complaint Mr W complains that TM Advances Limited was irresponsible in its lending to him. What happened Mr W says he applied for a debt consolidation loan in August 2020 and was approved to borrow £3,000. He says the interest rate was high and resulted in him adding over £... (3 pages)View decision -
Decision Reference DRN-4617314
23 Feb 2024 Acasta European Insurance Company Limited UpheldInsuranceDRN-4617314 The complaint Mrs B complains about how Acasta European Insurance Company Limited (“Acasta”) has handled a claim she made on a household guarantee. Any reference to Acasta includes the actions of its agents. What happened The circumstances of this complaint are well known to bo... (4 pages)View decision
