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 365360 results
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Decision Reference DRN-5016134
1 Feb 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5016134 The complaint Mr S has complained that he is unhappy with the quality of a car he acquired in July 2023, using a hire purchase agreement with BMW Financial Services (GB) Limited (“BMWFS”). What happened Mr S acquired a used BMW in July 2023, using a hire purchase agreement ... (4 pages)View decision -
Decision Reference DRN-5213240
31 Jan 2025 Axi Financial Services (UK) Limited Not upheldInvestmentsDRN-5213240 The complaint Mr A’s complaint, in essence, is that Axi Financial Services (UK) Limited (“Axi”) acted inappropriately in its administration of his account and in how it conducted its business. He has said he feels his losses, including losses of over £71,000, are a result of... (3 pages)View decision -
Decision Reference DRN-4399949
31 Jan 2025 VPR Safe Financial Group Ltd Not upheldInvestmentsDRN-4399949 The complaint Mr V complains about VPR Safe Financial Group Ltd (trading as Alvexo) closing his account and facilitating a transfer of his positions to another broker. He says these actions caused him significant losses. What happened Mr V opened a CFD trading account with A... (4 pages)View decision -
Decision Reference DRN-5168282
31 Jan 2025 One Insurance Limited UpheldInsuranceDRN-5168282 The complaint Mr C has complained about One Insurance Limited. He isn’t happy about the way it settled a claim under his motor insurance policy - proportionately settling his claim. What happened I looked at this case and provided my initial thoughts in my provisional decisi... (4 pages)View decision -
Decision Reference DRN-5197354
31 Jan 2025 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-5197354 The complaint Miss J complains Sainsbury's Bank Plc (“Sainsbury’s”) refunded overpayments to her credit card account in a way that left her in debt and gave her poor service when she questioned this. What happened Miss J had made several payments to her credit card acco... (3 pages)View decision -
Decision Reference DRN-5109336
31 Jan 2025 Scottish Friendly Assurance Society Limited Not upheldPensions and AnnuitiesDRN-5109336 The complaint X’s complaint is about her request for clarification, from Scottish Friendly Assurance Society Limited (‘SFASL’), of notice she received from it in December 2023 about correction of an error in the loyalty bonus for her pension. She says despite her repeated re... (8 pages)View decision -
Decision Reference DRN-5250249
31 Jan 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5250249 The complaint Mr D complains about how Liverpool Victoria Insurance Company Limited (‘LV’) handled a claim on his motor insurance. What happened Mr D had a motor insurance policy with LV. In December 2022, he was involved in a minor traffic accident. While there was only min... (4 pages)View decision -
Decision Reference DRN-5024448
31 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5024448 The complaint Miss H has complained that Barclays Bank UK PLC, trading as Barclaycard, misadvised her. It told her that she had a 0% interest offer on purchases, for up to 20 months, but in fact this was for balance transfers only. What happened Miss H opened a Barclaycard a... (2 pages)View decision -
Decision Reference DRN-4731570
31 Jan 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4731570 The complaint Mr W complains National Westminster Bank Plc (NatWest) won’t refund the money he paid to invest in a company which he now thinks was operating a scam. What happened In early 2018, Mr W made a payment of £50,000 (for which he was charged a £23 fee) to invest in ... (2 pages)View decision -
Decision Reference DRN-5300715
31 Jan 2025 Zopa Bank Limited UpheldConsumer CreditDRN-5300715 The complaint Mr S complains that Zopa Bank Limited acted unfairly when it defaulted his loan account. What happened Mr S took a fixed sum loan with Zopa in January 2023. The loan including interest was £16,932.56, £705.52 per month, payable over 24 months. Mr S said in June... (6 pages)View decision
