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 361839 results
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Decision Reference DRN-5198522
9 Dec 2024 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5198522 The complaint Ms C complains Stellantis Financial Services UK Limited (formerly Vauxhall Finance) supplied her with a car that she believes wasn’t of satisfactory quality. What happened In November 2021, Ms C entered into a 48 month conditional sale agreement with Stellanti... (4 pages)View decision -
Decision Reference DRN-5139386
9 Dec 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5139386 The complaint Mr A complains that Vanquis Bank Limited (“Vanquis”) registered a default on his account. He’s also unhappy that Vanquis failed to call him back as agreed. What happened Mr A holds an account with Vanquis. On 3 November 2023 his direct debit was returned unpaid... (6 pages)View decision -
Decision Reference DRN-4981478
9 Dec 2024 Healthcare Finance Limited UpheldConsumer CreditDRN-4981478 The complaint Miss H complains about how Healthcare Finance Limited (‘HFL’) responded to a claim she made to it in respect of dental treatment she paid for using the fixed sum loan it provided. What happened While I might not comment on everything (only what I consider key) ... (6 pages)View decision -
Decision Reference DRN-5087902
9 Dec 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5087902 The complaint Miss S complains National Westminster Bank Plc (“NatWest”) unfairly applied a default marker against her credit card account after it had closed her current account and the direct debit payment for it was cancelled. Miss S is also unhappy NatWest sent a cheque ... (5 pages)View decision -
Decision Reference DRN-4639042
9 Dec 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4639042 The complaint Miss A complains that Santander UK Plc (‘Santander’) won’t refund the money she lost after falling victim to a scam. What happened Miss A was looking for an apartment to rent for three days in London and found one she liked on an online property rental website... (2 pages)View decision -
Decision Reference DRN-5197064
9 Dec 2024 Aviva Insurance Limited UpheldInsuranceDRN-5197064 The complaint Mr T is unhappy with the information Aviva Insurance Limited trading as Quotemehappy.com (Aviva) have recorded on the Consumer Underwriting Exchange (CUE) regarding a claim on his motor insurance policy. References to Aviva include its agents. What happened In... (5 pages)View decision -
Decision Reference DRN-4820398
9 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4820398 The complaint Mr C complains that Revolut Ltd (‘Revolut’) won’t refund the money he lost after falling victim to a scam. What happened In April 2023, Mr C found an investment opportunity online, with a company I’ll refer to as M. Mr C looked at M’s website and says it looke... (4 pages)View decision -
Decision Reference DRN-5024019
9 Dec 2024 M & G Securities Limited UpheldInvestmentsDRN-5024019 The complaint Mrs H complains that M & G Securities Limited trading as M&G Investments didn’t accept the verification documents she sent when attempting to make a withdrawal from her stocks and shares Individual Savings Account (ISA). What happened On 26 September 20... (3 pages)View decision -
Decision Reference DRN-5197858
9 Dec 2024 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5197858 The complaint Mr D is unhappy that Aviva Life & Pensions UK Limited (Aviva) has stopped his benefit payments under his income protection policy. What happened Mr D has a group income protection policy with his employer. The policy provides a benefit in certain circumstan... (5 pages)View decision -
Decision Reference DRN-5156563
9 Dec 2024 West Bay Insurance Plc Not upheldInsuranceDRN-5156563 The complaint Mr Q complains that West Bay Insurance Plc stole his car and sold it on after he made a claim on his motor insurance policy and that he’s now incurred a fine for speeding and from the DVLA when the car isn’t in his possession. What happened Mr Q’s car was dama... (3 pages)View decision
