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 128312 results
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Decision Reference DRN-4852620
22 Jul 2024 National Westminster Bank Plc UpheldMortgagesDRN-4852620 The complaint Mr and Mrs H complain about the actions of National Westminster Bank Plc (“NatWest”) when seeking possession of their property, which they feel were unjustified. Mr and Mrs H are also unhappy that NatWest wouldn’t agree to return the property to them once the e... (10 pages)View decision -
Decision Reference DRN-4920807
22 Jul 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4920807 The complaint Mr S complains that NewDay Ltd trading as Aqua applied an incorrect amount of interest following an adjustment to his account. He says he received poor customer service when trying to resolve this issue and NewDay didn’t raise his complaint and instead added hi... (3 pages)View decision -
Decision Reference DRN-4918487
22 Jul 2024 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-4918487 The complaint Mr F complains about refurbishment and extended hire charges he received from Volkswagen Financial Services (UK) Limited, trading as Audi Financial Services (who I’ll call “VWFS”) when he returned a car he had been hiring through an agreement with them. What ha... (2 pages)View decision -
Decision Reference DRN-4919818
22 Jul 2024 Aviva Insurance Limited UpheldInsuranceDRN-4919818 The complaint B, a resident’s association, complain that Aviva Insurance Limited hasn’t made a fair settlement offer for a claim under their Property Owners insurance policy. This complaint concerns a block insurance policy, taken out by B, that covers a property converted ... (7 pages)View decision -
Decision Reference DRN-4877120
22 Jul 2024 Domestic & General Insurance Plc UpheldInsuranceDRN-4877120 The complaint Mrs A’s complaint is about an insurance policy set up in her name by Domestic & General Insurance Plc. What happened In late 2023, Mrs A contacted D & G because she had received notice that an appliance insurance policy in her name was about to expire. ... (2 pages)View decision -
Decision Reference DRN-4920896
22 Jul 2024 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-4920896 The complaint Mrs S complains that Shop Direct Finance Company Limited (“Shop Direct”) lent to her irresponsibly through her catalogue shopping account. She says the lending was unaffordable for her. What happened In December 2017, Mrs S opened a Littlewoods catalogue shopp... (6 pages)View decision -
Decision Reference DRN-4920719
22 Jul 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4920719 The complaint Ms B complains that National Westminster Bank Plc (‘NatWest’) won’t refund the money she lost after falling victim to a scam. What happened In 2021, Ms B found an investment opportunity being promoted on a social media app. Ms B says she was interested in a wa... (5 pages)View decision -
Decision Reference DRN-4913079
22 Jul 2024 Specialist Motor Finance Limited UpheldConsumer CreditDRN-4913079 Complaint Mr P complains that Specialist Motor Finance Limited (“SMF”) unfairly entered into a hire- purchase agreement with him. He’s said the monthly payments to this agreement were unaffordable bearing in mind his existing debts. Background In June 2018, SMF provided Mr... (5 pages)View decision -
Decision Reference DRN-4920692
21 Jul 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4920692 The complaint Mr C has complained about Creation Consumer Finance Ltd (‘Creation’)’s response to a claim he made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’) and in relation to allegations of an unfair relationship taking into account Section 140A (‘... (5 pages)View decision -
Decision Reference DRN-4920688
21 Jul 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4920688 The complaint Mr H has complained about Creation Consumer Finance Ltd (‘Creation’)’s response to a claim he made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’) and in relation to allegations of an unfair relationship taking into account Section 140A (‘... (5 pages)View decision