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-4398245
9 Feb 2024 Capital Home Loans Limited UpheldMortgagesDRN-4398245 The complaint Mr and Mrs H’s complaint relates to two buy-to-let mortgages they had with Capital Home Loans Limited trading as CHL Mortgages. They are unhappy with how CHL dealt with them after the mortgage terms ended and that it unnecessarily sold one of the properties, which... (6 pages)View decision -
Decision Reference DRN-4601767
9 Feb 2024 FirstRand Bank Limited Not upheldConsumer CreditDRN-4601767 Complaint Mr F complains that FirstRand Bank Limited (trading as “MotoNovo” Finance) unfairly entered into a hire-purchase agreement with him. He’s said the payments to his agreement were unaffordable. Background In January 2017, MotoNovo provided Mr F with finance for a used c... (3 pages)View decision -
Decision Reference DRN-4595125
9 Feb 2024 Fairscore Ltd Not upheldConsumer CreditDRN-4595125 Complaint Miss M has complained about a personal loan Fairscore Ltd (trading as “Updraft”) which she says was unfairly lent to her. She says the loan was unaffordable as she was in considerable debt. Background Updraft provided Miss M with a loan for £3,000.00 in December 2020.... (3 pages)View decision -
Decision Reference DRN-4577722
9 Feb 2024 Zopa Bank Limited Not upheldConsumer CreditDRN-4577722 Complaint Ms J has complained about a loan Zopa Bank Limited (“Zopa”) provided to her. She says the loan was unaffordable, because of her existing debt and the fact that she was on maternity leave at the time, and so it shouldn’t have been provided. Background Zopa provided Ms ... (3 pages)View decision -
Decision Reference DRN-4573512
8 Feb 2024 Ageas Insurance Limited UpheldInsuranceDRN-4573512 The complaint Mrs and Mr L complain about how Ageas Insurance Limited (“Ageas”) declined a claim for the theft of her car under their motor insurance policy. For ease I’ll refer to Mrs L throughout as the policy was in her name. What happened Mrs L had a motor insurance policy ... (4 pages)View decision -
Decision Reference DRN-4398079
8 Feb 2024 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-4398079 The complaint Mr L has complained about the way The Co-operative Bank Plc (“Co-op”) dealt with a claim for money back he’d raised. What happened The circumstances of the complaint are well known to the parties so I’m not going to go over everything again in detail. But, to summ... (2 pages)View decision -
Decision Reference DRN-4610026
8 Feb 2024 Avantcredit Of Uk, Llc UpheldConsumer CreditDRN-4610026 The complaint Mr G complains AvantCredit of UK LLC trading as AvantCredit didn’t respond to his partial settlement offer, and then sold his account without telling him. What happened I set out the background to this complaint and my initial findings in my provisional decision d... (4 pages)View decision -
Decision Reference DRN-4511526
8 Feb 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4511526 The complaint Mr B complains about Lloyds Bank PLC’s handling of his chargeback claim, along with the poor customer service provided. What happened On 31 May 2023, Mr B contacted Lloyds to dispute two transactions of £1,000 (paid by debit card) and £250 (sent by faster payment... (4 pages)View decision -
Decision Reference DRN-4470220
8 Feb 2024 PayrNet Limited UpheldBanking and PaymentsDRN-4470220 The complaint Mr S complains that PayrNet Limited is holding him liable for payments he didn’t authorise. He is also unhappy it closed his account. Mr S held a Pockit branded account – who provided services on behalf of PayrNet. For ease, I’ll mainly refer to Pockit in my decis... (3 pages)View decision -
Decision Reference DRN-4359010
8 Feb 2024 ReAssure Limited Not upheldPensions and AnnuitiesDRN-4359010 The complaint Mr C complains that the projected final bonus added to his Retirement Annuity Contract (RAC) has been reducing and that ReAssure Limited (ReAssure) have not provided a satisfactory explanation for this. Mr C also complains that there were unexplained adjustments o... (3 pages)View decision
