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 119142 results
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Decision Reference DRN-3821258
17 Dec 2022 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3821258 The complaint Mrs B complains Admiral Insurance (Gibraltar) Limited (Admiral) unfairly declined to settle her claim on her motor insurance policy after her car was stolen. What happened Whilst Mrs B was in the process of unloading her shopping from her car it was stolen from th... (3 pages)View decision -
Decision Reference DRN-3837430
16 Dec 2022 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-3837430 The complaint Mr D complains about charges applied at the end of his hire agreement with Mercedes-Benz Financial Services UK Limited, trading as Mercedes Benz Finance (“Mercedes”). What happened In June 2019 Mr D took out a hire agreement for a new van. The agreement was to las... (7 pages)View decision -
Decision Reference DRN-3804387
16 Dec 2022 Chetwood Financial Limited UpheldConsumer CreditDRN-3804387 The complaint Mr A complains that Chetwood Financial Limited (trading as BetterBorrow) is holding him liable for a loan in his name which he says he did not consent to. Mr A has a representative in this matter. What happened The circumstances of this complaint are well known to... (3 pages)View decision -
Decision Reference DRN-3752214
16 Dec 2022 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-3752214 The complaint Mrs D complains that Clydesdale Bank Plc trading as Virgin Money is holding her liable to repay money it debited to her credit card account after leading her to believe a chargeback claim had been resolved in her favour. What happened Mrs D had a dispute with a me... (2 pages)View decision -
Decision Reference DRN-3818258
16 Dec 2022 Zuto Limited UpheldConsumer CreditDRN-3818258 The complaint Miss P complains that Zuto Limited (“Zuto”) wrongly released funds for a car hire purchase agreement before she went for a test drive, and when she had asked them not to release the funds until she had decided she wanted the car. What happened Miss P was looking t... (3 pages)View decision -
Decision Reference DRN-3683860
16 Dec 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3683860 The complaint Miss I is unhappy that Monzo Bank Ltd won’t refund a transaction she didn’t make. What happened On 21 January 2022, Miss I was contacted by someone pretending to be from Lloyds’ fraud team. They said her account was being compromised. When Miss I said there wasn’... (2 pages)View decision -
Decision Reference DRN-3754777
16 Dec 2022 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-3754777 The complaint Mr S complains about the end of contract damage charges raised by Mercedes-Benz Financial Services UK Limited trading as Mercedes-Benz Finance (“MBFS”). What happened Mr S acquired a van through a hire agreement with MBFS in 2017. The vehicle was collected at the ... (4 pages)View decision -
Decision Reference DRN-3863537
16 Dec 2022 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-3863537 The complaint Mrs C is unhappy with how Volkswagen Financial Services (UK) Limited trading as Audi Finance (VWFS) handled her request for help after she lost her job due to the Covid 19 pandemic. What happened In October 2019 Mrs C was supplied with a new car through a hire pur... (8 pages)View decision -
Decision Reference DRN-3839319
16 Dec 2022 Haven Insurance Company Limited UpheldInsuranceDRN-3839319 The complaint Mr G has complained to Haven Insurance Company Limited (Haven) about the poor handling of a repairs claim he made on his Taxi Short Term insurance policy. What happened Following an accident in September 2021 Mr G used the repair plus secti... (2 pages)View decision -
Decision Reference DRN-3770354
16 Dec 2022 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-3770354 The complaint Mr P complains about the time taken by Phoenix Life Limited (Phoenix) to transfer his Personal Retirement Plan to a new provider. Mr P says Phoenix delayed matters by making several unnecessary requests for information. What happened On 17 March 2020 Mr P’s new pr... (8 pages)View decision
