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-3648295
19 Aug 2022 PSA Finance UK Limited UpheldConsumer CreditDRN-3648295 The complaint Mr H complains about how PSA Finance UK Limited (”PSA”) managed and administered his hire purchase agreement (“agreement”). What happened In January 2019 Mr H entered into an agreement with PSA for a new car. The cash price of the car was £31,241.82 and the cash p... (2 pages)View decision -
Decision Reference DRN-3387662
19 Aug 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3387662 The complaint Mr B has complained NewDay Ltd gave him a credit card with subsequent credit limit increases without properly assessing his ability to repay. What happened Mr B applied for a credit card with NewDay in February 2018. NewDay carried out credit checks. As Mr B passe... (3 pages)View decision -
Decision Reference DRN-3650272
19 Aug 2022 Barclays Bank UK PLC UpheldInvestmentsDRN-3650272 The complaint Mr T has complained that Barclays Bank UK PLC took too long to complete the transfer of his ISA holdings to them. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in dispute, so I’ll f... (2 pages)View decision -
Decision Reference DRN-3655793
19 Aug 2022 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-3655793 The complaint Mr M is unhappy with the excess mileage charge he had to pay when his hire agreement with Volkswagen Financial Services (UK) Limited (VWFS) ended. What happened In March 2018, Mr M took out a hire agreement with VWFS for a new car. The agreement was due to last th... (4 pages)View decision -
Decision Reference DRN-3650259
19 Aug 2022 Ethos Financial Solutions Ltd UpheldPensions and AnnuitiesDRN-3650259 The complaint Mr C says Ethos Financial Solutions (EFS) was responsible for poor advice about taking money from his personal pension. He says he’s incurred incorrect tax, received mistaken payments and that EFS failed to properly weigh his available options for accessing funds ... (11 pages)View decision -
Decision Reference DRN-3656500
19 Aug 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3656500 The complaint Miss H has complained about her car insurer AXA Insurance UK Plc in relation to repairs it undertook on her car after an accident. What happened Miss H had an accident and AXA repaired her car. But the repairs weren’t without incident and the car had to go back on... (5 pages)View decision -
Decision Reference DRN-3637510
19 Aug 2022 Ageas Insurance Limited UpheldInsuranceDRN-3637510 The complaint Mrs M complains Ageas Insurance Limited failed to renew her home insurance policy, and about the service she received when the issue came to light. What happened Mr and Mrs M had a joint home insurance policy with Ageas. Mr M was the direct debit holder. In Decemb... (2 pages)View decision -
Decision Reference DRN-3657155
19 Aug 2022 Grattan Plc UpheldConsumer CreditDRN-3657155 The complaint Mrs M says Grattan Plc irresponsibly lent to her on four accounts. She has requested that the interest and late payment charges she paid on the accounts be refunded. What happened This complaint is about four catalogue shopping accounts provided by Grattan Plc to ... (5 pages)View decision -
Decision Reference DRN-3624471
19 Aug 2022 U K Insurance Limited UpheldInsuranceDRN-3624471 The complaint Miss J has complained about her property insurer U K Insurance Limited (UKI) in respect of a claim she made to it in 2012 for a water leak. What happened Miss J had a leak at her home in 2012. UKI undertook repairs, and did some further work in 2019. Miss J remain... (3 pages)View decision -
Decision Reference DRN-3636022
19 Aug 2022 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-3636022 The complaint Mr S has complained about his car insurer Liverpool Victoria Insurance Company Limited (LV) because it declined his claim made when his car was stolen. What happened Mr S advertised his car for sale on-line, prospective buyers came and viewed the car. The day afte... (2 pages)View decision
