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 125875 results
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Decision Reference DRN-4142637
12 Oct 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-4142637 The complaint Mr H is unhappy with the length of time it’s taken for Nationwide Building Society to remove his now ex-partner from an account they held in joint names. What happened The circumstances that led to this complaint are well known to both parties, so I won’t repeat t... (3 pages)View decision -
Decision Reference DRN-4076159
12 Oct 2023 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4076159 The complaint Mr F has complained that Santander Consumer (UK) Plc won’t allow him to reject a faulty car. What happened Mr F entered into a finance agreement with Santander, for a used car. He was aware there was some damage, but was happy to proceed. However, he then discover... (2 pages)View decision -
Decision Reference DRN-4230079
11 Oct 2023 Startline Motor Finance Limited UpheldConsumer CreditDRN-4230079 The complaint Miss S complains that a car acquired with finance from Startline Motor Finance Limited wasn’t of satisfactory quality. What happened In November 2022 Miss S was supplied with a car and entered into a finance agreement with Startline. At the point of supply the car... (3 pages)View decision -
Decision Reference DRN-4383940
11 Oct 2023 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4383940 The complaint Miss T complains that a car acquired with finance from Santander Consumer (UK) Plc trading as Santander Consumer Finance wasn’t of satisfactory quality. What happened Miss T complains about the quality of a car supplied under a conditional sale agreement with Sant... (2 pages)View decision -
Decision Reference DRN-4389034
11 Oct 2023 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-4389034 The complaint Miss P complains that the software in a car acquired with finance from Volkswagen Financial Services (UK) Limited “VWFS”) was incompatible with her phone. What happened In May 2022 Miss P was supplied with a car and entered into a hire purchase agreement with VWFS... (2 pages)View decision -
Decision Reference DRN-4290490
11 Oct 2023 Assurant General Insurance Limited UpheldInsuranceDRN-4290490 The complaint Mr H and Mrs H complain that Assurant General Insurance Limited (Assurant) didn’t settle their mobile phone insurance claim fairly. For ease of reading, I’ll only refer to Mr H throughout this decision. What happened On 6 September 2022, Mr H logged a claim on his... (5 pages)View decision -
Decision Reference DRN-4197320
11 Oct 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4197320 The complaint Miss Q complains that HSBC UK Bank Plc unfairly blocked and closed her account. She also complains that HSBC took too long to release the money in her account. She says this caused her trouble and upset and she wants compensation. What happened Miss Q had an accou... (4 pages)View decision -
Decision Reference DRN-4308600
11 Oct 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4308600 The complaint Mr S complains about the service provided by Admiral Insurance (Gibraltar) Limited following a claim made on his motor insurance policy. What happened Following a claim on his policy, Admiral paid Mr S cash in lieu of repairs. But Mr S said this didn’t cover all t... (4 pages)View decision -
Decision Reference DRN-4152837
11 Oct 2023 Epayments Systems Ltd UpheldBanking and PaymentsDRN-4152837 The complaint Ms K complains that Epayments Systems Ltd stopped her from accessing her funds held with them, and then for applying a conversion fee when returning the funds. She’d like the fee refunded. What happened The facts of this case aren’t in dispute, so I’ll only briefl... (3 pages)View decision -
Decision Reference DRN-4314699
11 Oct 2023 Inter Partner Assistance SA UpheldInsuranceDRN-4314699 The complaint Mr and Mrs B are unhappy with the way in which Inter Partner Assistance SA (‘IPA’) handed a claim made under their travel insurance policy (‘the policy’). What happened The policy was taken out by Mr and Mrs B to cover their holiday booked for September 2022. Whil... (4 pages)View decision
