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 122183 results
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Decision Reference DRN-4253500
20 Jul 2023 Metro Bank PLC UpheldConsumer CreditDRN-4253500 The complaint Miss H complains that Metro Bank PLC trading as RateSetter is holding her liable for a loan which she says she took out under duress, and which is unaffordable for her. What happened In December 2021, Miss H entered into a credit agreement with RateSetter. The loa... (4 pages)View decision -
Decision Reference DRN-3993860
20 Jul 2023 Santander UK Plc UpheldBanking and PaymentsDRN-3993860 The complaint Mr C complains that Santander UK Plc lost a cheque he sent for crediting to his account and has failed to find the cheque or compensate him for its loss. What happened In September 2022 Mr C sent a cheque for $4,459.32 to Santander for crediting to his account. He... (2 pages)View decision -
Decision Reference DRN-4146892
20 Jul 2023 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-4146892 The complaint Mr C believes Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (‘VWFS’) acted irresponsibly by approving a hire purchase agreement he’d applied for. Mr C is being represented in this complaint by Ms K. However, for ease of reference, I... (5 pages)View decision -
Decision Reference DRN-4234218
20 Jul 2023 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4234218 The complaint Mr R complains about the way Tesco Personal Finance PLC handled his request for money back in respect of an annual golf membership he paid for using his Tesco credit card. What happened In July 2021 Mr R renewed an annual membership at a golf club I’ll call C. He ... (4 pages)View decision -
Decision Reference DRN-4252577
20 Jul 2023 Aviva Insurance Limited UpheldInsuranceDRN-4252577 The complaint Mr F and Miss S are unhappy with the amount Aviva Insurance Limited (Aviva) offered to settle their claim following an escape of water. Mr F and Miss S jointly held buildings and contents insurance underwritten by Aviva. For ease of reading, I’ll refer only to Mr ... (4 pages)View decision -
Decision Reference DRN-4246037
20 Jul 2023 Everyday Lending Limited UpheldConsumer CreditDRN-4246037 Complaint Mr C has complained about a personal loan Everyday Lending Limited (trading as “Everyday Loans”) provided to him. He says the loan was unaffordable and was therefore irresponsibly lent to him. Background Everyday Loans provided Mr C with a loan for £5,000.00 in Novemb... (3 pages)View decision -
Decision Reference DRN-4256993
20 Jul 2023 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4256993 The complaint Mr N is unhappy that Liverpool Victoria Insurance Company Limited (LVI) declined his claim for loss and accidental damage of personal possessions under his home insurance policy. What happened Briefly, Mr N’s contents insurance policy provided cover for loss or ac... (5 pages)View decision -
Decision Reference DRN-4067579
20 Jul 2023 Motability Operations Limited UpheldConsumer CreditDRN-4067579 The complaint Mr B complains that Motability Operations Limited mishandled an insurance claim when the car he had hired from it was stolen. Mr D says this has caused him significant distress, inconvenience and financial loss. What happened Due to health conditions Mr B was enti... (4 pages)View decision -
Decision Reference DRN-4035717
20 Jul 2023 Inter-UK Financial Services Limited UpheldPensions and AnnuitiesDRN-4035717 The complaint Ms L complains that she was advised by Inter-UK Financial Services Limited (“IUK” or “Inter- UK”) to switch her two existing personal pensions (PPs) to a Self-Invested Personal Pension (SIPP). The recommended portfolio held some investments that either failed or b... (7 pages)View decision -
Decision Reference DRN-4255498
20 Jul 2023 AWP P&C SA UpheldInsuranceDRN-4255498 The complaint Mr F and Mr R are unhappy with the way in which their claim has been handled by AWP P&C SA after making a claim on their travel insurance policy (‘the policy’). What happened The details of this complaint are well known to both parties, so I won’t repeat them ... (2 pages)View decision
