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 120469 results
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Decision Reference DRN-3532388
31 Aug 2022 Creation Financial Services Limited UpheldBanking and PaymentsDRN-3532388 The complaint Mrs N complains about delays experienced when she notified Creation Financial Services Limited (“Creation”) of her name change and their subsequent decision to cancel her old credit card. What happened Mrs N has held a credit card account provided by Creation sinc... (3 pages)View decision -
Decision Reference DRN-3661746
31 Aug 2022 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-3661746 The complaint Mr H complains that a car he acquired by way of a conditional sale agreement with Santander Consumer (UK) plc trading as Santander Consumer Finance was not of satisfactory quality. What happened Mr H entered into a conditional sale agreement with Santander on 27 A... (8 pages)View decision -
Decision Reference DRN-3645014
31 Aug 2022 Ageas Insurance Limited UpheldInsuranceDRN-3645014 The complaint Mrs V has complained about her car insurer Ageas Insurance Limited. She’s said her dashcam went missing when Ageas did some repairs, and its customer service was awful. What happened Mrs V had an accident in September 2019. In 2021 she contacted Ageas as she was u... (2 pages)View decision -
Decision Reference DRN-3518745
31 Aug 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3518745 The complaint Mrs K is unhappy with how NewDay Ltd responded to concerns she had about potential fraud occurring on her account. What happened Mrs K had a NewDay administered credit account. In October 2021, Mrs K received an email from NewDay which stated that her credit accou... (2 pages)View decision -
Decision Reference DRN-3628615
31 Aug 2022 Atlanta Insurance Intermediaries Limited UpheldInsuranceDRN-3628615 The complaint Mr W says Atlanta Insurance Intermediaries Limited (trading as Swinton) didn’t give him due notice of his motor insurance policy being cancelled, leading to severe consequences. What happened Mr W’s policy started on 15 November 2021. On 9 December 2021 the police... (2 pages)View decision -
Decision Reference DRN-3675115
31 Aug 2022 Aviva Insurance Limited UpheldInsuranceDRN-3675115 The complaint Mrs B complains about Aviva Insurance Limited’s handling of her claim for legal expenses insurance (LEI). Where I refer to Aviva, this includes their agents and claims handlers. What happened The detailed background to this complaint is well known to both parties.... (5 pages)View decision -
Decision Reference DRN-3674945
31 Aug 2022 Oodle Financial Services Limited UpheldConsumer CreditDRN-3674945 The complaint Mr F complains that a used car he acquired with finance provided by Oodle Financial Services Limited was of unsatisfactory quality. What happened Mr F got the car in January 2021 with a hire purchase agreement from Oodle. He says multiple issues and recurring engi... (5 pages)View decision -
Decision Reference DRN-3650192
31 Aug 2022 Wirex Limited UpheldBanking and PaymentsDRN-3650192 The complaint Mr D complains that Wirex Limited wouldn’t release money from his e-money card account when he didn’t receive a cash withdrawal. What happened Mr D attempted to withdraw £200 at a third-party cash machine on 18 April 2021 using his Wirex card. He says he didn’t re... (2 pages)View decision -
Decision Reference DRN-2866775
31 Aug 2022 UK Credit Limited UpheldConsumer CreditDRN-2866775 The complaint Miss M complains that a loan given to her by UK Credit Limited was unaffordable. What happened In November 2018, Miss M applied for – and was given – a loan of £7,500. It was to be repaid in 36 monthly instalments of £325.91. She was to use around £5,800 of the lo... (3 pages)View decision -
Decision Reference DRN-3673238
31 Aug 2022 FACET INVESTMENT MANAGEMENT LTD UpheldPensions and AnnuitiesDRN-3673238 The complaint Mr J says the advice given and the arrangements made by Facet Investment Management Ltd (FIM), to switch his Self-invested Personal Pension (SIPP) with Standard Life into a platform SIPP with the same provider, with a discretionary fund management (DFM) arrangemen... (12 pages)View decision
