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 128535 results
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Decision Reference DRN-4998760
7 Sep 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-4998760 The complaint Mr J complains Vanquis Bank Limited (“Vanquis”) only asked him to provide source of wealth information once he’d deposited funds in his new savings account. Mr J says Vanquis should have made it clear that it required this from the application stage. Mr J is al... (5 pages)View decision -
Decision Reference DRN-4996936
7 Sep 2024 Yorkshire Building Society UpheldBanking and PaymentsDRN-4996936 The complaint Mr T complains Yorkshire Building Society (“YBS”): - discriminated against him and failed to make reasonable adjustments as required by the Equality Act 2010 due to his disability - has failed to communicate effectively when it stopped sending monthly statemen... (14 pages)View decision -
Decision Reference DRN-4863912
6 Sep 2024 Inter Partner Assistance SA UpheldInsuranceDRN-4863912 The complaint Mr and Mrs A have complained that Inter Partner Assistance SA (IPA) declined a claim they made on a travel insurance policy. As it is Mr A leading on the complaint, I will mostly just be referring to him in this decision. What happened The policy was purchase... (2 pages)View decision -
Decision Reference DRN-4943333
6 Sep 2024 Shawbrook Bank Limited UpheldConsumer CreditDRN-4943333 The complaint Mr and Mrs F complain about a kitchen they purchased with credit provided by Shawbrook Bank Limited. What happened In June 2022 Mr and Mrs F entered into a regulated fixed sum loan agreement with Shawbrook Bank to finance their purchase of a kitchen. The kitche... (4 pages)View decision -
Decision Reference DRN-4724972
6 Sep 2024 First Central Underwriting Limited UpheldInsuranceDRN-4724972 The complaint Mr R is unhappy with the decision made by First Central Underwriting Limited (First Central) following a claim made under his car insurance policy. What happened Mr R made a claim under his car insurance policy following the attempted theft of his car. The fac... (3 pages)View decision -
Decision Reference DRN-5009045
6 Sep 2024 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5009045 The complaint Ms H complained that Volkswagen Financial Services (UK) Ltd (VWFS) didn’t allow her to cancel the acquisition of a car. What happened VWFS supplied Ms H with a used car on a hire purchase agreement in March 2023. The agreement required payments of around £420 ... (7 pages)View decision -
Decision Reference DRN-4581337
6 Sep 2024 OneSavings Bank Plc UpheldBanking and PaymentsDRN-4581337 The complaint Mr R complained that OneSavings Bank Plc (“One”) declined his request to transfer his cash ISA to another cash ISA offering a higher interest rate. What happened The details of this complaint are well known to both parties, so I’ll just provide an overview of ... (3 pages)View decision -
Decision Reference DRN-4780986
6 Sep 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4780986 The complaint Mrs B complains about how Liverpool Victoria Insurance Company Limited (LV) dealt with a claim against her motor insurance made by a third party. What happened Mrs B had motor insurance with LV. She was involved in a collision with another driver. Mrs B says bo... (2 pages)View decision -
Decision Reference DRN-4914953
6 Sep 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4914953 The complaint Mr and Mrs B have complained that Admiral Insurance (Gibraltar) Limited declined a claim he made on his annual travel insurance policy. What happened Mr and Mrs B were on holiday abroad with a planned return date of 27 November 2023. However, in the early hour... (3 pages)View decision -
Decision Reference DRN-5008893
6 Sep 2024 Hastings Insurance Services Limited UpheldInsuranceDRN-5008893 The complaint Mr B and Ms S complain about how Hastings Insurance Services Limited trading as Hastings Direct dealt with their car insurance renewal. What happened Mr B’s car insurance renewed at the end of September 2023. Around the same time, Mr B added Ms S, a relative, ... (4 pages)View decision