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 364862 results
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Decision Reference DRN-5200401
15 Jan 2025 Allegiant Finance Services Limited Not upheldClaims ManagementDRN-5200401 The complaint Mr K complains that Allegiant Finance Services Limited didn’t agree a payment plan so he could pay its fee in instalments. He is also unhappy with the amount Allegiant invoiced him for. What happened Mr K instructed Allegiant to represent him in a claim against... (3 pages)View decision -
Decision Reference DRN-5264749
15 Jan 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5264749 The complaint Mrs K complains that Wise Payments Limited (Wise) won’t refund money she lost in an impersonation scam. What happened What Mrs K says: Mrs K was new to living and working in the UK. On 5 July 2023, she got a phone call from someone who said they were calling fr... (6 pages)View decision -
Decision Reference DRN-4942780
15 Jan 2025 Healthcare Finance Limited Not upheldConsumer CreditDRN-4942780 The complaint Miss M 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-5099303
15 Jan 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5099303 The complaint Mrs B complains about delays in Liverpool Victoria Insurance Company Limited (LV) settling a claim she made on her home insurance policy. Reference to LV includes its agents. What happened Mrs B holds a home insurance policy with LV for Property A. When the pro... (3 pages)View decision -
Decision Reference DRN-4926161
15 Jan 2025 The Prudential Assurance Company Limited Not upheldInvestmentsDRN-4926161 The complaint Mrs O has complained about Prudential Assurance Company Limited (Prudential). Mrs O is the trustee of a Prudence Savings Account her sister took out with Prudential. Mrs O has recently found that should have been administering the account and receiving statement... (3 pages)View decision -
Decision Reference DRN-4907988
15 Jan 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-4907988 The complaint Mr R complains that a car he acquired via a hire purchase agreement with Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (“AFS”) wasn’t of satisfactory quality. He wishes to reject the car and cancel the agreement. What happened In... (4 pages)View decision -
Decision Reference DRN-5264178
15 Jan 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5264178 The complaint Mr J complains that NewDay Ltd, trading as Aqua, irresponsibly provided him with a credit card and credit limit increases. Mr J is supported in bringing this complaint by a representative. But, for ease, I’ll refer to any actions or submissions as being those ... (3 pages)View decision -
Decision Reference DRN-5106610
15 Jan 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5106610 The complaint Mrs P complains that HSBC UK Bank Plc trading as first direct (‘first direct’) won’t reimburse the money she lost when she fell victim to a scam. What happened Mrs P had invested through a company I’ll refer to as B in 2017. She received the returns and final ... (5 pages)View decision -
Decision Reference DRN-5175738
15 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5175738 The complaint Miss C complains about Bank of Scotland plc (BOS) when she attempted to open a savings account and, how they treated her afterwards. What happened In August 2024, Miss C went to a branch of BOS to open an account but was told that an appointment was required t... (2 pages)View decision -
Decision Reference DRN-5218400
15 Jan 2025 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-5218400 The complaint Miss A complains about the service she received from American Express Services Europe Limited (“AESEL”) when she requested to transfer her Emirates rewards points to her American Express account. What happened Miss A held an Emirates account on which she had ac... (2 pages)View decision
