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 359538 results
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Decision Reference DRN-4518842
29 Jan 2024 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-4518842 The complaint Mrs E complains Santander Consumer (UK) Plc (SCUK) unfairly applied charges when her car hire agreement came to an end. What happened In July 2017, Mrs E entered into a 48 month hire agreement for a new car. The monthly instalments were £187. The ... (4 pages)View decision -
Decision Reference DRN-4214079
29 Jan 2024 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-4214079 The complaint Mrs R has complained that Clydesdale Financial Services Limited has not handled a claim she raised under s.75 of the Consumer Credit Act 1974 fairly. What happened Mrs R entered into a contract for the supply and installation of solar panels (‘the system’) in Janu... (3 pages)View decision -
Decision Reference DRN-4545465
29 Jan 2024 Zopa Bank Limited Not upheldConsumer CreditDRN-4545465 The complaint Mr K complains that Zopa Bank Limited (Zopa) unfairly terminated his finance agreement and has negatively impacted his credit file. What happened In May 2021, Mr K acquired a used car through a hire purchase agreement with Zopa. The cash price of the car was £16,4... (3 pages)View decision -
Decision Reference DRN-4519967
29 Jan 2024 Experian Limited Not upheldConsumer CreditDRN-4519967 The complaint Mr H complains Experian Limited have refused to delete his personal information. What happened Mr H asked Experian to remove all the data they held about him – explaining he would like his credit report information deleted and he wished to ‘be forgotten’. As Exper... (3 pages)View decision -
Decision Reference DRN-4528424
29 Jan 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4528424 The complaint Mr P complains that National Westminster Bank Plc (“NatWest”) mishandled his chargeback dispute for three payments totalling £60,000, which Visa said were made out of time. What happened The details of this complaint are well known to both parties, so I won’t repe... (3 pages)View decision -
Decision Reference DRN-4366076
29 Jan 2024 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-4366076 The complaint Mr G complains about the quality of a used car that was supplied to him through a conditional sale agreement with Moneybarn No. 1 Limited (MBL). What happened In May 2022, Mr G acquired a used car through a conditional sale agreement with MBL. The car was about si... (5 pages)View decision -
Decision Reference DRN-4586552
29 Jan 2024 Evelyn Partners Financial Planning Limited Not upheldPensions and AnnuitiesDRN-4586552 The complaint Mr G complains Evelyn Partners Financial Planning Limited trading as Smith & Williamson caused unreasonable delays when switching his stocks and shares Individual Savings Account (ISA) and his self-invested personal pension (SIPP), resulting in a financial los... (7 pages)View decision -
Decision Reference DRN-4344245
29 Jan 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4344245 The complaint Mr H updated National Westminster Bank Plc that he was travelling abroad, and he complains about his account being blocked, causing a financial loss. What happened Mr H was travelling to Country A and he planned to purchase a property using funds from his NatWest ... (3 pages)View decision -
Decision Reference DRN-4544627
29 Jan 2024 Great Lakes Insurance SE UpheldInsuranceDRN-4544627 The complaint Mrs and Mr C complain that Great Lakes Insurance SE declined their travel insurance claim and about its service. My references to Great Lakes include its agents. What happened Mrs and Mr C had an annual multi trip travel insurance policy. Great Lakes insured the r... (3 pages)View decision -
Decision Reference DRN-4279373
29 Jan 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4279373 The complaint Mrs R complains that Bank of Scotland plc trading as Halifax (“Halifax”) won’t refund her the money she lost, after she fell victim to an Authorised Push Payment (“APP”) investment scam. What happened The background to this complaint is well known to both parties,... (4 pages)View decision
