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 366874 results
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Decision Reference DRN-5213191
15 Dec 2024 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5213191 The complaint Mr and Mrs R complain about Lloyds Bank General Insurance Limited (“Lloyds”) handling of their claim for storm damage, under their home buildings insurance policy. I’ll refer to Mrs R in my decision for ease. All references to Lloyds include its agents and con... (5 pages)View decision -
Decision Reference DRN-4728686
15 Dec 2024 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-4728686 The complaint Mr P complains the car supplied to him by Volkswagen Financial Services (UK) Limited (VWFS) was misrepresented – he says it doesn’t achieve the stated mileage range. What happened In June 2023, Mr P entered into a 48 month personal contract purchas... (3 pages)View decision -
Decision Reference DRN-4704752
15 Dec 2024 RCI Financial Services Limited UpheldConsumer CreditDRN-4704752 The complaint Mrs J complains RCI Financial Services Limited trading as Mobilize Financial Services (RCI) supplied her with a car that she believes wasn’t of satisfactory quality. Mrs J’s husband is the representative on this case and he is also a user of the car but as the... (6 pages)View decision -
Decision Reference DRN-5001998
14 Dec 2024 AXA Insurance UK Plc UpheldInsuranceDRN-5001998 The complaint Ms P complains that AXA Insurance UK Plc (“AXA”) unfairly declined her claim for water damage and that it provided poor customer service. What happened In September 2023, Ms P arrived home from a lengthy trip abroad to find flood damage to her property, followi... (4 pages)View decision -
Decision Reference DRN-5007394
14 Dec 2024 Family Assurance Friendly Society Limited Not upheldInvestmentsDRN-5007394 The complaint Mrs A brings this complaint as a representative on behalf of Miss A and Miss A (both minors), but for ease I will only refer to Mrs A. She complains that Family Assurance Friendly Society Limited trading as OneFamily (OF) returned her premium payments for the J... (3 pages)View decision -
Decision Reference DRN-4830842
14 Dec 2024 First Response Finance Ltd Not upheldConsumer CreditDRN-4830842 The complaint Mr B has complained – on behalf of himself and the estate of Mrs B - that he is unhappy with the quality of a car he and Mrs B acquired in December 2022, using a hire purchase agreement with First Response Finance Ltd (“First Response”). What happened Mr and M... (3 pages)View decision -
Decision Reference DRN-5132042
14 Dec 2024 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5132042 The complaint Mr A has complained that he is unhappy with the quality of a car he acquired in March 2024 using a hire purchase agreement with CA Auto Finance UK Ltd (“CAAF”). He is also unhappy that CAAF did not accept his request to reject the car within the first 30 days a... (4 pages)View decision -
Decision Reference DRN-4973505
13 Dec 2024 Trading 212 UK Limited Not upheldInvestmentsDRN-4973505 The complaint Mr T complains that money he tried to withdraw from his account with Trading 212 UK Limited (T212) has gone missing. What happened In late 2023 Mr T attempted to withdraw some money from his T212 stocks and shares ISA. He asked to do this via Apple Pay. Mr T sa... (2 pages)View decision -
Decision Reference DRN-4694006
13 Dec 2024 Billing Finance Limited UpheldConsumer CreditDRN-4694006 The complaint Ms G is unhappy that a motorbike supplied to her under a hire purchase agreement with Billing Finance Limited (‘BFL’) was of an unsatisfactory quality. What happened In November 2022, Ms G was supplied with a used motorbike through a hire purchase agreement wi... (4 pages)View decision -
Decision Reference DRN-4926862
13 Dec 2024 Monzo Bank Ltd Not upheldConsumer CreditDRN-4926862 The complaint Mr P has complained that Monzo Bank Ltd are holding him liable for a loan he says he didn’t take out. What happened This complaint surrounds a loan which was taken out in October 2022, using Mr P’s registered device. The money was paid to his bank account, then... (2 pages)View decision
