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 130332 results
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Decision Reference DRN-5051634
30 Sep 2024 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5051634 The complaint Mrs H is unhappy with the way Volkswagen Financial Services (UK) Limited trading as Audi Financial Services compensated her after she acquired a faulty vehicle through a hire purchase agreement. What happened Mrs H obtained a brand new car from Volkswagen on 25... (4 pages)View decision -
Decision Reference DRN-4911803
30 Sep 2024 Watford Insurance Company Europe Limited UpheldInsuranceDRN-4911803 The complaint Mr B complains about the settlement Watford Insurance Company Europe Limited (WIC) paid following the theft of his vehicle, under his Commercial Vehicle Insurance policy. What happened The details of this complaint are well known to both parties, so I will not ... (3 pages)View decision -
Decision Reference DRN-5051979
30 Sep 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5051979 Complaint Mr and Mrs B are unhappy that Barclays Bank UK PLC didn’t refund their losses after they fell victim to a scam. Although these payments were made from a joint account, it was Mr B who interacted with the scammer and so I’ve generally referred to him in the text of ... (7 pages)View decision -
Decision Reference DRN-5026152
30 Sep 2024 St James's Place UK plc UpheldPensions and AnnuitiesDRN-5026152 The complaint Mr P has complained that he has suffered a financial loss as St James’s Place UK plc (SJP) has made mistakes when actioning the transfer of some of his pension benefits to another provider (Scheme A). He would like to be compensated for any financial loss he ha... (6 pages)View decision -
Decision Reference DRN-4989031
30 Sep 2024 Vanquis Bank Limited UpheldConsumer CreditDRN-4989031 The complaint Ms E complains that Vanquis Bank Limited mishandled a loan account she held with it when she tried to make a settlement payment. This resulted in a missed payment marker on Ms E’s credit file which she says is an error and she would like it removed. What happen... (3 pages)View decision -
Decision Reference DRN-5051113
30 Sep 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5051113 The complaint Mr B complains Revolut Ltd is holding him liable for three transactions he says he didn’t carry out or authorise. What happened Mr B has an account with Revolut and a debit card ending 9080. Mr B says he was abroad working on 28 November 2022 when a person or p... (3 pages)View decision -
Decision Reference DRN-5014311
30 Sep 2024 U K Insurance Limited UpheldInsuranceDRN-5014311 The complaint Miss A complains about the way U K Insurance Limited (“UKI”) handled a motor insurance claim. Any reference to UKI includes the actions of its agents. What happened The circumstances of this complaint are well known to both parties, so I’ve summarised events. M... (4 pages)View decision -
Decision Reference DRN-4975550
30 Sep 2024 Barclays Bank UK PLC UpheldConsumer CreditDRN-4975550 The complaint Mrs G complains about how Barclays Bank UK PLC is reporting a loan on her credit file. What happened I issued a provisional decision on this complaint in July 2024. In that decision I explained why I thought the complaint should be upheld and what Barclays need... (5 pages)View decision -
Decision Reference DRN-4257480
30 Sep 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4257480 The complaint Mrs M complains Nationwide Building Society (‘Nationwide’) delayed returning her money after blocking her account. What happened In February 2022 Mrs M received two transfers into her account for about £6,000 and £1,000. Mrs M has said the money was from her re... (6 pages)View decision -
Decision Reference DRN-4882913
30 Sep 2024 Haven Insurance Company Limited UpheldInsuranceDRN-4882913 The complaint Mr Y has complained about the delay on the part of Haven Insurance Company Limited in settling his claim under his Private Car Plus Insurance Policy. The policy covered his car, which he used for his business of doing deliveries. Any reference to Haven includes... (2 pages)View decision