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 121876 results
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Decision Reference DRN-3678277
26 Oct 2022 Omni Capital Retail Finance Limited UpheldConsumer CreditPage 1 of 5The complaint Mr S complains that Omni Capital Finance Limited unfairly declined his claim under section 75 of the Consumer Credit Act 1974 for a shed he’d acquired under a fixed sum loan which he says wasn’t of satisfactory quality. What happened In January 2022 Mr S entered in... (5 pages)View decision -
Decision Reference DRN-3764429
26 Oct 2022 DAS Legal Expenses Insurance Company Limited UpheldInsuranceDRN-3764429 The complaint Mr T complains about delays by DAS Legal Expenses Insurance Company Limited in dealing with a claim under legal expenses insurance cover. What happened Mr T is represented by a family member but for clarity I’ll refer to Mr T throughout. Mr T is the policyholder o... (3 pages)View decision -
Decision Reference DRN-3746531
26 Oct 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3746531 The complaint Ms H complains that Barclays Bank UK PLC (trading as Barclaycard) incorrectly suspended her credit card account. What happened Ms H says that she contacted Barclaycard in March 2022 to ask why she could not access her account. She says she was incredibly shocked t... (3 pages)View decision -
Decision Reference DRN-3454146
26 Oct 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3454146 The complaint Miss D complains that NewDay Ltd, trading as Aqua, should not have agreed her credit card application or increased her credit limit as the lending was both unaffordable and irresponsible. What happened Miss D is represented in this complaint. However, for the sake... (5 pages)View decision -
Decision Reference DRN-3772499
26 Oct 2022 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-3772499 The complaint Mr and Mrs S have complained about the service provided by Lloyds Bank General Insurance Limited (‘Lloyds’) under their buildings insurance policy. For avoidance of doubt, in this decision, ‘Lloyds’ includes its representatives, agents and contractors. What happen... (3 pages)View decision -
Decision Reference DRN-3773516
26 Oct 2022 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-3773516 The complaint Mr K complains Volkswagen Financial Services (UK) Limited (“VWFS”) supplied him with a car that he believes wasn’t of satisfactory quality. Mr K is represented by his father but for the purposes of this decision, I will refer to Mr K as the agreement i... (5 pages)View decision -
Decision Reference DRN-3764216
26 Oct 2022 Ulster Bank Ltd UpheldBanking and PaymentsDRN-3764216 The complaint Mr M complains that Ulster Bank Ltd won’t refund money he lost as a result of a scam. What happened On 4 October 2022 I issued my provisional decision on this complaint. I gave both parties an opportunity to respond with further information before I issued my fina... (9 pages)View decision -
Decision Reference DRN-3682140
26 Oct 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3682140 The complaint Ms P complains NewDay Ltd trading as Aqua (NewDay) gave her unaffordable credit limits. What happened Ms P applied for a NewDay credit card, branded as Marbles. NewDay gave Ms P an initial £300 credit limit. Five months later, NewDay increased the credit limit to ... (3 pages)View decision -
Decision Reference DRN-3773220
26 Oct 2022 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3773220 The complaint Mr L is unhappy that PayPal (Europe) Sarl et Cie SCA continue to share his personal data with a third-party company without his permission. What happened Mr L logged into his online PayPal account and removed his consent for PayPal to share his data with third-par... (2 pages)View decision -
Decision Reference DRN-3685003
25 Oct 2022 Kings UpheldPensions and AnnuitiesDRN-3685003 The complaint Ms E’s representative has complained, on her behalf, about the advice Kings gave her to transfer defined benefits from her occupational pension scheme (OPS) into a “section 32” pension policy. What happened At the time of the advice to transfer in 2002, Ms E was 5... (7 pages)View decision
