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-4024347
15 Mar 2023 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-4024347 The complaint Mrs L complains about charges from Volkswagen Financial Services (UK) Limited (“VWFS”). What happened In March 2018, Mrs L acquired a new car using a hire agreement with VWFS. The agreement was taken over 24 months and the permitted maximum total mileage as per th... (4 pages)View decision -
Decision Reference DRN-4010767
15 Mar 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4010767 The complaint Mr M complains that Santander UK Plc blocked his account and withheld funds without reason. He would like an explanation and £20,000 compensation. Mr M is represented by Ms D. What happened The facts which led to Mr M bringing his complaint to our service are well... (4 pages)View decision -
Decision Reference DRN-4024222
15 Mar 2023 Close Brothers Limited UpheldConsumer CreditDRN-4024222 The complaint Mr S complains about a quality of a car supplied to him by Close Brothers Limited trading as Close Brothers Motor Finance (“Close Brothers”) and he’s unhappy with the information it reported about his conditional sale agreement to credit reference agencies. What h... (7 pages)View decision -
Decision Reference DRN-3952032
15 Mar 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3952032 The complaint Company A complains that National Westminster Bank Plc wouldn’t reimburse the money they lost due to an authorised push payment scam. What happened The background to the complaint is known to both parties and so I won’t repeat it at length here. Briefly, as I unde... (5 pages)View decision -
Decision Reference DRN-3836453
15 Mar 2023 Barclays Bank UK PLC UpheldMortgagesDRN-3836453 The complaint Mr A has a mortgage with Barclays Bank UK PLC (“Barclays”). He complains about the way it has been managed. What happened In early 2018 Mr A took out a repayment mortgage with Barclays. The mortgage was for £360,000 plus fees over a 22-year term. Mr A missed two m... (5 pages)View decision -
Decision Reference DRN-4008390
15 Mar 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4008390 The complaint Miss Z complains that Santander UK Plc (“Santander”) has failed to refund money that she lost as part of an investment scam. What happened Miss Z was following an investment influencer online. After being contacted by someone who was pretending to be this investme... (6 pages)View decision -
Decision Reference DRN-4015861
15 Mar 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4015861 The complaint Mrs B complains about the service she received from Lloyds Bank PLC (“Lloyds”) in connection with the closure of her savings account. What happened Mrs B held a savings account with Lloyds. She says she spoke to Lloyds on the phone and told the call handler that s... (3 pages)View decision -
Decision Reference DRN-3960518
15 Mar 2023 Morses Club PLC UpheldConsumer CreditDRN-3960518 The complaint Mrs W complains Morses Club PLC (Morses) defaulted her loan without giving notice during the COVID- 19 pandemic. Mrs W also says this default is preventing her from switching a mortgage to a lower interest rate. What happened The default was recorded on Mrs W’s cr... (5 pages)View decision -
Decision Reference DRN-3984167
15 Mar 2023 Amtrust Europe Limited UpheldInsuranceDRN-3984167 The complaint Miss S complains that Amtrust Europe Limited unfairly refused to indemnify her on a group protection policy. Reference to Amtrust Includes its agents. What happened Miss S was involved in an accident with another vehicle. She had a comprehensive motor insurance po... (3 pages)View decision -
Decision Reference DRN-4023925
15 Mar 2023 IG Index Limited UpheldInvestmentsDRN-4023925 The complaint Mr K complains that IG Index Limited gave him incorrect information on their trading analytics tool which caused him to suffer a financial loss. What happened Mr K held a Contracts for Difference (CFD) and spreadbetting trading account with IG Index Limited (IG). ... (4 pages)View decision
