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 366763 results
-
Decision Reference DRN-5050753
20 Dec 2024 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5050753 The complaint Mr D complains that the car he acquired financed through a hire purchase agreement with Volkswagen Financial Services (UK) Limited, trading as Audi Financial Services (“VFS”), wasn't of satisfactory quality. He also complains that he is paying for a car h... (3 pages)View decision -
Decision Reference DRN-5076437
20 Dec 2024 Epayments Systems Ltd Not upheldBanking and PaymentsDRN-5076437 The complaint Mr F complains that Epayments Systems Ltd restricted access to his funds. He’d like them released and compensation for the impact. What happened The facts which led to Mr F bringing his complaint to our service are well known to both parties, so I won’t be repe... (3 pages)View decision -
Decision Reference DRN-4957602
20 Dec 2024 HMCA Insurance Ltd Not upheldInsuranceDRN-4957602 The complaint Mr T is unhappy that HMCA Insurance Ltd have added an exclusion to his medical care plan. What happened Mr T took out a medical care plan in 2016. He had an existing health condition at the time he took out the policy related to his heart (‘the heart condition’... (3 pages)View decision -
Decision Reference DRN-5135015
20 Dec 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5135015 The complaint Miss L complains that Barclays Bank UK PLC didn’t do enough to protect her from the financial harm caused by an investment scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is wel... (5 pages)View decision -
Decision Reference DRN-4906385
20 Dec 2024 Wealthify Limited UpheldInvestmentsDRN-4906385 The complaint Mr D’s complaint concerns a delay in transferring his son’s Junior ISA from Wealthify Limited to a new provider. What happened Mr D instigated the transfer to the new provider at the start of December 2023. To facilitate it the funds in the stocks and shares IS... (2 pages)View decision -
Decision Reference DRN-5225125
20 Dec 2024 Vitality Health Limited UpheldInsuranceDRN-5225125 The complaint Mr and Mrs M complain that Vitality Health Limited declined a claim Mrs M made on a private medical insurance policy. What happened Mr and Mrs M joined a group private medical insurance scheme offered by Mrs M’s employer in May 2023. On the same day Mrs M was h... (6 pages)View decision -
Decision Reference DRN-5166553
20 Dec 2024 Close Asset Management Limited Not upheldInvestmentsDRN-5166553 The complaint Mr and Mrs N complain that Close Asset Management Limited trading as Close Brothers Asset Management failed to fully inform them about the charges relating to their investments. What happened The background to and circumstances of the complaint will be well kno... (3 pages)View decision -
Decision Reference DRN-5135047
20 Dec 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5135047 The complaint Miss L complains that Revolut Ltd didn’t do enough to protect her from the financial harm caused by an investment scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well known t... (9 pages)View decision -
Decision Reference DRN-5213733
20 Dec 2024 AIG Life Limited UpheldInsuranceDRN-5213733 The complaint Mr M’s complained – through his representative, Mrs M – that AIG Life Limited cancelled the policy and refunded the premiums he’d paid. He’s not clear why they did this. References in this decision to submissions and comments by Mr M include those made by Mrs M... (3 pages)View decision -
Decision Reference DRN-5190596
20 Dec 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5190596 The complaint Mrs B is unhappy that Lloyds Bank PLC will not refund £5,000 that she lost as the result of an authorised push payment (APP) scam. Mrs B brought her complaint to this service through a representative. For ease of reading I will refer solely to Mrs B in this dec... (3 pages)View decision
