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-3417697
17 Aug 2022 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-3417697 The complaint Mrs D complains about the quality of a car she has been financing through an agreement with Volkswagen Financial Services (UK) Limited (“VWFS”). What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead ... (3 pages)View decision -
Decision Reference DRN-3654003
17 Aug 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3654003 The complaint Mr K complains that he was mis-sold an Ultimate Reward Current Account (URCA) in 2011 by Bank of Scotland plc trading as Halifax (Halifax). What happened I have previously issued a provisional decision about this complaint. The following represents excerpts from m... (3 pages)View decision -
Decision Reference DRN-3642190
17 Aug 2022 QIC Europe Ltd UpheldInsuranceDRN-3642190 The complaint Mr M complains that QIC Europe Limited (‘QIC’) declined a claim under his home insurance. QIC used a third party company to handle Mr M’s claim and most of his correspondence has been with this company rather than directly with QIC. For the avoidance of doubt, any... (5 pages)View decision -
Decision Reference DRN-3334878
17 Aug 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3334878 The complaint Mr M complains about the advice given by Portal Financial Services LLP (‘Portal’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension. He says the advice was unsuitable for him and believes this has caused a f... (8 pages)View decision -
Decision Reference DRN-3423784
17 Aug 2022 Metro Bank PLC UpheldBanking and PaymentsDRN-3423784 The complaint Mr M complains that Metro Bank PLC won’t refund the money he lost after falling victim to a vehicle purchase scam. What happened The circumstances of this complaint are well known to both parties, so I will summarise them here. Briefly, Mr M found a utility vehicl... (4 pages)View decision -
Decision Reference DRN-3627552
17 Aug 2022 Fairmead Insurance Limited UpheldInsuranceDRN-3627552 The complaint Mr M has complained about the way Fairmead Insurance Limited dealt with a claim he made for storm damage to a roof under his home buildings insurance policy. All reference to the insurer Fairmead in my decision includes its agents. What happened Mr M made a claim ... (3 pages)View decision -
Decision Reference DRN-3653430
17 Aug 2022 Nationwide Building Society UpheldBanking and PaymentsDRN-3653430 The complaint The estate of Mr S complains about the service provided by Nationwide Building Society. What happened Mr S had a current account with Power of Attorney (POA) arrangements before he passed away in August 2021. Mr R, a friend, and Mrs J, the late Mr S’ daughter, wer... (2 pages)View decision -
Decision Reference DRN-3458087
17 Aug 2022 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-3458087 The complaint Mrs S is unhappy that a car supplied to her under a hire purchase agreement with BMW Financial Services (GB) Limited trading as Aston Martin Financial Services (BMW) was of an unsatisfactory quality. She’s also unhappy that interest was charged on a payment deferr... (5 pages)View decision -
Decision Reference DRN-3653749
17 Aug 2022 Barclays Bank UK PLC UpheldMortgagesDRN-3653749 The complaint Mr B and Mr M’s complaint is about the level of service they received when they made a mortgage application to Barclays Bank UK PLC in 2021. They have said they were told they would be eligible for rates available to premier banking customers, but when they applie... (6 pages)View decision -
Decision Reference DRN-3653599
17 Aug 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3653599 The complaint Miss M complains that Bank of Scotland plc, trading as Halifax, won’t reimburse the funds she lost when she fell victim to a cryptocurrency investment scam. What happened Miss M was looking for an investment opportunity and, in February 2020, was contacted by a re... (4 pages)View decision
