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-4398910
22 Jan 2024 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-4398910 The complaint Mrs N complains that BMW Financial Services (GB) Limited trading as Alphera Financial Services (“BMWFS”) terminated her agreement due to arrears on the account. What happened In February 2020 Mrs N was supplied with a car and entered into a hire purchase agreement... (2 pages)View decision -
Decision Reference DRN-4393968
22 Jan 2024 Harvey & Thompson Limited Not upheldConsumer CreditDRN-4393968 The complaint Mr S complains that Harvey & Thompson Limited trading as H&T Pawnbrokers irresponsibly lent to him. What happened H&T lent Mr S a loan for £1,000 in September 2018, the loan was due to be repaid in 13 instalments of £131.65 and Mr S fully repaid the lo... (2 pages)View decision -
Decision Reference DRN-4293762
22 Jan 2024 Evergreen Finance London Limited UpheldConsumer CreditDRN-4293762 The complaint Mr K complains that Evergreen Finance London Limited trading as MoneyBoat.co.uk irresponsibly lent to him. What happened MoneyBoat lent Mr K six loans between June 2022 and May 2023, the details of the loans are as follows: Loan number Start date Loan amount (£) T... (3 pages)View decision -
Decision Reference DRN-4526854
22 Jan 2024 National Savings and Investments UpheldBanking and PaymentsDRN-4526854 The complaint Miss K complains that National Savings and Investments (NS&I) won’t allow her to access her premium bonds. What happened Miss K says that she opened premium bonds with NS&I over 15 years ago and she has never heard anything about these. She says NS&I w... (3 pages)View decision -
Decision Reference DRN-4474421
22 Jan 2024 Coutts & Company UpheldMortgagesDRN-4474421 The complaint Mrs B’s complaint is about the length of time taken by Coutts & Company to process her mortgage application. Mrs B says that Coutts repeatedly promised her that it would offer her a mortgage, but then declined to do so. Mrs B would like Coutts to compensate he... (4 pages)View decision -
Decision Reference DRN-4572077
22 Jan 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4572077 The complaint Mr P complains Lloyds Bank PLC won’t pay him an incentive for switching his account. What happened Mr P applied for a Lloyds account on 3 November 2022 and asked for a switch to be completed at the same time. Lloyds contacted Mr P on 15 November 2022 to say the sw... (3 pages)View decision -
Decision Reference DRN-4370554
22 Jan 2024 more 2 life Ltd UpheldMortgagesDRN-4370554 The complaint Mr D and Mrs D complain about delays they say were caused by more 2 life Ltd and their solicitors when taking out a lifetime mortgage. They’re unhappy that as a result of the delays, their mortgage offer expired and they ended up having to borrow the funds on a hi... (4 pages)View decision -
Decision Reference DRN-4556895
22 Jan 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4556895 The complaint Mrs P complains that Bank of Scotland plc (“BOS”) has held her liable for a £300 ATM cash withdrawal, when she says she only, in fact, received £10 from the ATM. What happened The background to this complaint is well known to both parties, so I won’t repeat everyt... (2 pages)View decision -
Decision Reference DRN-4439405
22 Jan 2024 West Bay Insurance Plc Not upheldInsuranceDRN-4439405 The complaint Mr C complains about the handling of a claim under his motor insurance policy with West Bay Insurance Plc (West Bay). References to West Bay in this decision include their agents. This decision covers the issues raised in his complaint to this Service in May 2023 ... (6 pages)View decision -
Decision Reference DRN-4572152
22 Jan 2024 Landmark Mortgages Limited Not upheldMortgagesDRN-4572152 The complaint This complaint’s about Miss E’s mortgage with Landmark Mortgages Limited (LML). Miss E say LML has: increased its standard variable interest rate by more than is justified by changes to the Bank of England Base Rate (BEBR); denied her access to a lower interest ... (4 pages)View decision
