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 121479 results
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Decision Reference DRN-3766507
30 Nov 2022 Omni Capital Retail Finance Limited UpheldConsumer CreditDRN-3766507 The complaint Mr W complains that Omni Capital Retail Finance Limited (Omni) won’t refund to him the money that he’s paid under a fixed sum loan agreement for an HGV driving course which hasn’t been provided to him in full. What happened In June 2015, Mr W entered into a financ... (3 pages)View decision -
Decision Reference DRN-3823936
30 Nov 2022 AXA PPP Healthcare Limited UpheldInsuranceDRN-3823936 The complaint Miss B has complained that AXA PPP Healthcare Limited (‘AXA’) unfairly declined her claim. What happened Miss B bought a private medical insurance policy with AXA on 1 February 2021. She called AXA on 9 February 2021 to ask for cognitive behavioural therapy (CBT).... (4 pages)View decision -
Decision Reference DRN-3831721
30 Nov 2022 Barclays Bank UK PLC UpheldMortgagesDRN-3831721 The complaint Mr M and Ms M complained that Barclays Bank UK PLC offered them new interest rates on their mortgage, shortly before their old mortgage deal expired, but didn’t make clear that the rates they were offered could change at any time. They say they missed out because ... (5 pages)View decision -
Decision Reference DRN-3802699
30 Nov 2022 Blue Motor Finance Ltd UpheldConsumer CreditDRN-3802699 The complaint Mr H complains that Blue Motor Finance Ltd irresponsibly granted him a hire purchase agreement he couldn’t afford to repay. What happened In May 2017, Mr H acquired a used car financed by a hire purchase agreement from Blue Motor Finance. Mr H was required to make... (2 pages)View decision -
Decision Reference DRN-3301874
30 Nov 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3301874 The complaint Mr D complains that Santander UK plc (Santander) failed to set up payments into a Help to Buy ISA (HTBI). He would like the money that should have been put into a HTBI to be put into one with any interest that would have accrued. What happened The details of this... (2 pages)View decision -
Decision Reference DRN-3833620
30 Nov 2022 Barclays Bank UK PLC UpheldConsumer CreditDRN-3833620 The complaint Mrs M has complained that Barclays Bank UK Plc lent to her irresponsibly when they agreed a fixed sum loan for her on 15 April 2019. What happened I issued my provisional decision to both parties which set out the background to this complaint and my provisional fi... (6 pages)View decision -
Decision Reference DRN-3809343
30 Nov 2022 Advantage Insurance Company Limited UpheldInsuranceDRN-3809343 The complaint Mr A complains Advantage Insurance Company Limited (Advantage) unfairly accepted liability after he made a claim on his motor insurance policy. In addition he complains that the courtesy car that was provided to him was cancelled without notification from Advantag... (4 pages)View decision -
Decision Reference DRN-3833684
30 Nov 2022 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-3833684 The complaint Mrs W complains that Clydesdale Bank Plc trading as Virgin Money gave her wrong information which led to her promotional interest rate being lost. What happened Mrs W was accepted for a Virgin Money credit card which offered an interest free promotional interest r... (5 pages)View decision -
Decision Reference DRN-3833392
30 Nov 2022 Ebury Partners UK Limited UpheldBanking and PaymentsDRN-3833392 The complaint Mr P is unhappy that Ebury Partners UK Limited didn’t honour an agreement to exchange the proceeds of an overseas house sale into a more widely traded currency. What happened Mr P sold an overseas property and received two offers – a lower offer in British pounds ... (4 pages)View decision -
Decision Reference DRN-3797810
30 Nov 2022 Amtrust Europe Limited UpheldInsuranceDRN-3797810 Complaint summary and background Mrs W is unhappy Amtrust Europe Limited is refusing to meet a claim for damage under a sofa warranty policy. Mrs W’s pet was accidently left out of its cage, and it caused damage to her sofas and their recliner cables. Amtrust said the damage wo... (2 pages)View decision
