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 246785 results
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Decision Reference DRN-5183554
5 Dec 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5183554 The complaint Mr H is complaining that he’s out of pocket after he contacted Admiral to claim through his car insurance policy after he was involved in a non-fault accident. What happened In May 2022 Mr H’s wife (Mrs H) – a named driver on the policy – was involved in a car ... (4 pages)View decision -
Decision Reference DRN-4742631
5 Dec 2024 Mi Vehicle Finance Limited UpheldConsumer CreditDRN-4742631 The complaint Mr V complains about the quality of a used car he acquired though a hire purchase agreement financed by MI Vehicle Finance Limited (‘MI’). Mr V says the car wasn’t of satisfactory quality when he acquired it and it took too long for it to be repaired. He wanted... (5 pages)View decision -
Decision Reference DRN-5148171
5 Dec 2024 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5148171 The complaint Mr M’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit... (14 pages)View decision -
Decision Reference DRN-5095758
5 Dec 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-5095758 The complaint Mr K complains Metro Bank PLC handled a call poorly. What happened Mr K had an outstanding dispute with Metro and called to get an update. It took some time for Mr K to have his identity verified and for him to be passed to the right department. Metro strugg... (2 pages)View decision -
Decision Reference DRN-5096733
5 Dec 2024 Scottish Friendly Assurance Society Limited UpheldPensions and AnnuitiesDRN-5096733 The complaint Mrs S has complained about the advice provided in 1998 by Canada Life to commence a Free-Standing Additional Voluntary Contribution (‘FSAVC’) scheme. Mrs S has stated that the advice was unsuitable as insufficient consideration was given to the availability of ... (8 pages)View decision -
Decision Reference DRN-4932560
4 Dec 2024 Shawbrook Bank Limited UpheldConsumer CreditDRN-4932560 The complaint Mr B has complained that Shawbrook Bank Limited are holding him liable for a debt which was taken out as the result of a scam. What happened Mr B fell victim to an investment scam. He thought he was entering into a stocks and shares training agreement via a cry... (3 pages)View decision -
Decision Reference DRN-4692317
4 Dec 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4692317 The complaint Mr S is unhappy that a car supplied to him under a hire purchase agreement with BMW Financial Services (GB) Limited trading as Alphera Financial Services (‘BMWFS’) was misrepresented to him. What happened In February 2022, Mr S was supplied with a used car thr... (4 pages)View decision -
Decision Reference DRN-5158020
4 Dec 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5158020 The complaint Mr W complained about Admiral Insurance (Gibraltar) Limited’s actions when he claimed for accident repairs under his motor insurance policy. What happened Mr W was reversing his car into his driveway when a third party hit his car. Mr W’s car was damaged, and h... (3 pages)View decision -
Decision Reference DRN-5135119
4 Dec 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5135119 The complaint Mr G complains that Vanquis Bank Limited increased the interest rate applicable to his account. He’s also unhappy that when he contacted Vanquis and advised then that he’d lost the paperwork from when he took out the card and couldn’t recall what the interest r... (3 pages)View decision -
Decision Reference DRN-5040089
4 Dec 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5040089 The complaint Mr T has complained about the way that National Westminster Bank Plc (NatWest) handled a fraud claim. What happened Both sides are most familiar with the case, so I’ll summarise things in brief. Mr T raised a fraud claim for a transaction of around £250. Due to... (2 pages)View decision
