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 125299 results
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Decision Reference DRN-4214733
3 Jul 2023 TSB Bank plc UpheldBanking and PaymentsDRN-4214733 The complaint Mrs K has complained that TSB Bank Plc registered a marker against her at CIFAS, the national fraud database. What happened In early 2021, Mrs K opened a current account with TSB and paid in a small amount of money. Her card and PIN were then used to put the accou... (3 pages)View decision -
Decision Reference DRN-4104144
3 Jul 2023 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-4104144 The complaint Mr T complains that a car he acquired through a Hire Purchase Agreement with Volkswagen Financial Services (UK) Limited (VWFS) wasn’t fit for purpose. He would like more compensation than VWFS has agreed to pay. What happened Mr T says he took out a Hire Purchase... (3 pages)View decision -
Decision Reference DRN-4024496
3 Jul 2023 Admiral Financial Services Limited UpheldConsumer CreditDRN-4024496 The complaint Mr K complains that Admiral Financial Services Ltd trading as Admiral Money (‘Admiral’) provided him with an unaffordable loan without properly checking its affordability. What happened Mr K applied for a loan from Admiral in August 2022. Admiral says that it carr... (3 pages)View decision -
Decision Reference DRN-4036329
3 Jul 2023 Mi Vehicle Finance Limited UpheldConsumer CreditDRN-4036329 The complaint Ms M complains MI Vehicle Finance Limited trading as Mann Island (MVF) supplied her with a car that she believes wasn’t of satisfactory quality. What happened In July 2022, Ms M entered into a 60 month hire purchase agreement for a used car. The car cost £32,000,... (5 pages)View decision -
Decision Reference DRN-4036352
3 Jul 2023 Quidie Limited UpheldConsumer CreditDRN-4036352 The complaint Miss M complains that Quidie Limited trading as Fernovo (Quidie) failed properly to arrange with the credit reference agencies removal of her paid-up loan. Miss M also complains about the methods of communication with her (which included the way she was spoken to ... (4 pages)View decision -
Decision Reference DRN-4160553
3 Jul 2023 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4160553 The complaint M complains about how Liverpool Victoria Insurance Company Limited (“LV”) handled its claim on its landlord’s insurance policy. Mr T is a director of M and brings the complaint on its behalf. For ease, I will refer to Mr T throughout the decision. What happened M ... (3 pages)View decision -
Decision Reference DRN-4222707
3 Jul 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4222707 The complaint Mrs and Mr D are unhappy with the amount Royal & Sun Alliance Insurance plc (RSA) offered to settle their claim for an escape of water. They had a buildings and contents insurance policy with RSA in joint names but, for ease of reading and because she dealt wi... (4 pages)View decision -
Decision Reference DRN-4222420
3 Jul 2023 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-4222420 Complaint Mrs W complains that Moneybarn No.1 Ltd (“Moneybarn”) unfairly entered into a conditional sale agreement with her. She’s said the monthly payments were unaffordable and she struggled to meet the repayments, having to borrow from friends and family and taking out payda... (6 pages)View decision -
Decision Reference DRN-4218876
3 Jul 2023 Haven Insurance Company Limited UpheldInsuranceDRN-4218876 The complaint Miss G complains that Haven Insurance Company Limited avoided her car insurance policy and refused to pay her claim. What happened Miss G took out a car insurance policy with Haven through a price comparison site. When her car was stolen, she made a claim on her p... (3 pages)View decision -
Decision Reference DRN-4197260
3 Jul 2023 New Leaf Distribution Limited UpheldPensions and AnnuitiesDRN-4197260 The complaint Mr G complains that New Leaf Distribution Limited wrongly advised him that he didn’t have time to maximise his pension contribution. What happened Mr G wanted financial advice from New Leaf after receiving a large bonus. In February 2021, Mr G met with an adviser.... (6 pages)View decision
