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 121115 results
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Decision Reference DRN-3969791
17 Feb 2023 Trading 212 UK Limited UpheldInvestmentsDRN-3969791 The complaint Mr B complains that Trading 212 UK Limited (“T212”) delayed a withdrawal of cash from his trading account, which caused him distress and an investment loss. What happened Mr B requested a withdrawal of just over £5,400 from his trading account on 19 January 2021. ... (3 pages)View decision -
Decision Reference DRN-3857542
17 Feb 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3857542 The complaint Mr C complains that National Westminster Bank Plc told him an incorrect balance on the account when withdrawing funds. This has left him significantly overdrawn and unable to repay the balance. What happened Mr C held accounts with NatWest. In May 2021 NatWest rec... (3 pages)View decision -
Decision Reference DRN-3973505
17 Feb 2023 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-3973505 The complaint Mr K complains about the quality of a car he acquired under a hire purchase agreement with Volkswagen Financial Services (UK) Limited (VWFS). What happened In November 2019, Mr K entered into a hire purchase agreement with VWFS to acquire a new car. The cash price... (6 pages)View decision -
Decision Reference DRN-3957150
17 Feb 2023 AWP P&C SA UpheldInsuranceDRN-3957150 The complaint Mr T is unhappy with the service provided by AWP P&C SA (AWP) when dealing with a claim under his home emergency insurance policy. What happened Mr T took out a home emergency insurance policy underwritten by AWP. The home emergency insurance policy (version d... (3 pages)View decision -
Decision Reference DRN-3959760
17 Feb 2023 Santander UK Plc UpheldMortgagesDRN-3959760 The complaint Ms Y complains that Santander UK Plc didn’t fairly consider her request to extend the term of her interest only mortgage. Ms Y asks that Santander extends her mortgage for the maximum term possible, up to when she’d be at its maximum age limit (about 18 years). Wh... (5 pages)View decision -
Decision Reference DRN-3973253
17 Feb 2023 Creation Financial Services Limited UpheldBanking and PaymentsDRN-3973253 The complaint Ms B complains that Creation Financial Services Limited failed to collect a direct debit payment. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: In February 2022 Creation sent Ms B a credi... (2 pages)View decision -
Decision Reference DRN-3942231
17 Feb 2023 Shawbrook Bank Limited UpheldConsumer CreditDRN-3942231 Complaint Mr and Mrs B complain that Shawbrook Bank Limited (“Shawbrook”), has rejected the claim they made under sections 75 and 140 of the Consumer Credit Act 1974 (“the Act”) in relation to a solar panel system (“the system”). Mr and Mrs B are represented by a claims managem... (8 pages)View decision -
Decision Reference DRN-3972817
17 Feb 2023 Klarna Bank AB (publ) UpheldConsumer CreditDRN-3972817 The complaint Mr E is unhappy that Klarna Bank AB (publ) ‘Klarna’ has defaulted his fixed sum loan account. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: Mr E took out a 24-month fixed sum loan with Kl... (3 pages)View decision -
Decision Reference DRN-3962173
17 Feb 2023 Ageas Insurance Limited UpheldInsuranceDRN-3962173 The complaint Miss A is unhappy that Ageas Insurance Limited (AIL) declined her claim for malicious damage. What happened Miss A claimed under her buildings insurance when builders, who had been working on her home, sprayed graffiti on the outside wall and took her gutters away... (3 pages)View decision -
Decision Reference DRN-3657064
17 Feb 2023 Gain Credit LLC UpheldConsumer CreditDRN-3657064 The complaint Your text here Mr M complains that Gain Credit LLC, trading as Drafty, lent to him, and increased his credit limits, when he could not afford it. What happened Briefly, Mr M applied for a credit facility of £200 in September 2016. Drafty approved a credit facility... (3 pages)View decision
