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-4857400
19 Jun 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4857400 The complaint Mr H complains about AXA Insurance UK Plc’s (AXA) handling of the claim and declining to pay the difference between market rent and the rent he has been receiving on his Landlord Insurance Policy. Any reference to AXA includes respective agents. What happened The ... (3 pages)View decision -
Decision Reference DRN-4849608
19 Jun 2024 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-4849608 The complaint Ms M complains that Volkswagen Financial Services (UK) Limited trading as Audi Financial Services was irresponsible when it provided her with a car finance agreement. What happened I issued a decision where I set out my provisional findings and gave both parties a... (3 pages)View decision -
Decision Reference DRN-4834826
19 Jun 2024 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-4834826 The complaint Miss M complains that The Co-operative Bank Plc did not allow her to deposit a lump sum into her Individual Savings Account (ISA), and they provided her with poor customer service. What happened Miss M opened a fixed rate ISA with Co-op and she set up a transfer f... (4 pages)View decision -
Decision Reference DRN-4860775
19 Jun 2024 Aviva Insurance Limited UpheldInsuranceDRN-4860775 The complaint Miss S complains about the way Aviva Insurance Limited (“Aviva”) has handled claims made under her motor insurance policy. What happened Miss S had an accident in 2019 and contacted her insurer, Aviva. Aviva took her car in for repairs but when the car was returne... (3 pages)View decision -
Decision Reference DRN-4813852
19 Jun 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-4813852 The complaint Miss K complains that Vanquis Bank Limited (“Vanquis”) provided her with credit that she couldn’t afford to repay. Miss K has been represented throughout this complaint but as she is the account holder I will refer only to her in this decision. What happened Vanqu... (2 pages)View decision -
Decision Reference DRN-3976022
19 Jun 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3976022 The complaint Mr F has complained about Creation Consumer Finance Ltd’s (‘Creation’) 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 in to account Section 140.A (‘s... (6 pages)View decision -
Decision Reference DRN-4647770
19 Jun 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4647770 The complaint Mr N complains Barclays Bank UK PLC delayed transferring funds to him after it closed his account. What happened Mr N was informed in early December 2022 that his account would be closing as he lived outside the UK. Barclays was due to close the account, but Mr N ... (2 pages)View decision -
Decision Reference DRN-4670056
19 Jun 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4670056 The complaint Miss E complains that Nationwide Building Society won’t reimburse her after she fell victim to an investment scam. Miss E is professionally represented but for ease of reading I’ll refer to all submissions as made by Miss E directly. What happened Miss E has expla... (4 pages)View decision -
Decision Reference DRN-3963204
19 Jun 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3963204 The complaint Mrs O has complained about Creation Consumer Finance Ltd’s (‘Creation’) response to a claim she made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’) and in relation to allegations of an unfair relationship taking in to account Section 140.A (... (6 pages)View decision -
Decision Reference DRN-4859828
19 Jun 2024 The Royal London Mutual Insurance Society Limited UpheldInsuranceDRN-4859828 The complaint Mr J complains that The Royal London Mutual Insurance Society Limited incorrectly stopped collecting the premiums for his life and critical illness cover policy, which caused the policy to be cancelled. What happened In 2005, Mr J took out a level term life and cr... (4 pages)View decision