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 125400 results
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Decision Reference DRN-5027499
8 Oct 2024 Retirement Line Limited UpheldPensions and AnnuitiesDRN-5027499 The complaint Mr D complains that Retirement Line Limited (RLL) caused avoidable delays to his annuity application, leading to him securing a less favourable annuity rate. He wants compensation for his losses and for the distress and inconvenience caused. Mr D has previously... (10 pages)View decision -
Decision Reference DRN-4963635
8 Oct 2024 Telefonica Seguros y Reaseguros Compania Aseguradora S.A.U. UpheldInsuranceDRN-4963635 The complaint Mr F has complained about the way Telefonica Seguros y Reaseguros Compania Aseguradora S.A.I., trading as Telefonica Insurance UK Branch, (“Telefonica”) dealt with a claim he made under his mobile phone insurance policy. What I’ve decided – and why I’ve consid... (2 pages)View decision -
Decision Reference DRN-4874318
8 Oct 2024 AWP P&C S.A. UpheldInsuranceDRN-4874318 The complaint Mrs S is unhappy that AWP P&C S.A. declined to pay a claim she made on a private medical and dental insurance policy. What happened Mrs S made a claim on her employer’s private medical and dental scheme for dental treatment she had whilst abroad. The claim ... (2 pages)View decision -
Decision Reference DRN-4978194
8 Oct 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4978194 The complaint Mr F is unhappy that Barclays Bank UK PLC returned a cheque unpaid which led to him missing out on his Individual Savings Account (ISA) allowance. He’s also unhappy with the subsequent customer service he received. For simplicity, I’ve referred to all evidence ... (3 pages)View decision -
Decision Reference DRN-5067389
8 Oct 2024 Santander UK Plc UpheldConsumer CreditDRN-5067389 The complaint Mr S complains that Santander UK Plc has unfairly recorded adverse information on his credit file in relation to loan payments that were missed when a direct debit failed to be collected. What happened I issued a provisional decision on this complaint last mont... (4 pages)View decision -
Decision Reference DRN-5063478
8 Oct 2024 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5063478 Complaint Mr E has complained about the quality of a car that Moneybarn No.1 Limited (“Moneybarn”) supplied to him through a conditional sale agreement. Background In December 2023, Moneybarn provided Mr E with finance for a used car. The car was seven and a half years old ... (5 pages)View decision -
Decision Reference DRN-4985704
8 Oct 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4985704 Complaint Mr W has complained about the quality of a car that BMW Financial Services (GB) Limited (trading as “BMW FS” Financial Services) supplied to him through a hire-purchase agreement. Background In December 2022, BMW FS provided Mr W with finance for a used car. The c... (5 pages)View decision -
Decision Reference DRN-4825300
7 Oct 2024 Amtrust Europe Limited UpheldInsuranceDRN-4825300 The complaint Mr B and Miss T complain that Amtrust Europe Limited (“Amtrust”) failed to undertake the work to rectify a defect under their building guarantee. What happened Mr B and Miss T held a building warranty, underwritten by Amtrust, for their new build home. Within t... (3 pages)View decision -
Decision Reference DRN-5067135
7 Oct 2024 Home Retail Group Card Services Limited UpheldConsumer CreditDRN-5067135 The complaint Miss T complains that Home Retail Group Card Services Limited trading as Argos Financial Services (Argos) should’ve defaulted her account earlier than it did. What happened Miss T had a credit account with Argos but ran into financial difficulties. Her Argos a... (3 pages)View decision -
Decision Reference DRN-5049811
7 Oct 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5049811 The complaint Miss F complains that Vanquis Bank Limited has recorded a default on her credit file and that it gave her incorrect information. What happened Miss F contacted Vanquis Bank about her credit card account in August 2023 because she was experiencing financial diff... (3 pages)View decision
