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 122405 results
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Decision Reference DRN-3401133
28 Oct 2022 Advantage Finance Ltd UpheldConsumer CreditDRN-3401133 The complaint Mr and Mrs K have complained that they are unhappy with the quality of a car they bought in July 2021 using a hire purchase agreement with Advantage Finance Ltd (“Advantage”). What happened In July 2021, Mr and Mrs K acquired a BMW 116D M Sport that was just under... (5 pages)View decision -
Decision Reference DRN-3777766
28 Oct 2022 Barclays Bank UK PLC UpheldMortgagesDRN-3777766 The complaint Mr and Mrs B complain that Barclays Bank UK PLC (“Barclays”) was wrong to reject their request for an amendment to a mortgage offer on the basis that the offer had expired in October 2020, as the offer letter stated that the offer would be valid until January 2021... (8 pages)View decision -
Decision Reference DRN-3776702
28 Oct 2022 Klarna Bank AB (publ) UpheldConsumer CreditDRN-3776702 The complaint Mr C complains that Klarna Bank AB (publ) (‘Klarna’) made a mistake which impacted his credit file. What happened Mr C bought something in June 21 using a revolving credit account with Klarna. He says that during the checkout process he was led to believe the paym... (2 pages)View decision -
Decision Reference DRN-3485307
28 Oct 2022 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-3485307 The complaint Mr D complains that Clydesdale Financial Services Limited trading as Barclays Partner Finance (Clydesdale) didn’t assist him with his monthly payments when he was impacted by the coronavirus pandemic (Covid-19) and that they gave him incorrect information about hi... (3 pages)View decision -
Decision Reference DRN-3696229
28 Oct 2022 British Gas Insurance Limited UpheldInsuranceDRN-3696229 The complaint Mr S complains British Gas Insurance Limited failed to carry out repairs to his hot water system under his homecare insurance policy. What happened The background to the complaint is known to all parties, so I won’t repeat it here. In my decision I’ll mainly focus... (3 pages)View decision -
Decision Reference DRN-3749535
28 Oct 2022 Nationwide Building Society UpheldBanking and PaymentsDRN-3749535 The complaint Mrs G complains Nationwide Building Society (“Nationwide”) restricted her account and refused to make payments she wanted. What happened In March 2021, Nationwide restricted Mrs G’s account. It stopped her access to online banking and the use of her debit card. Na... (3 pages)View decision -
Decision Reference DRN-3753844
28 Oct 2022 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-3753844 The complaint Mrs O complains that Volkswagen Financial Services (UK) Limited trading as Audi Financial Services irresponsibly granted her a hire purchase agreement she couldn’t afford to repay. What happened In June 2020, Mrs O acquired a used car financed by a hire purchase a... (3 pages)View decision -
Decision Reference DRN-3462098
28 Oct 2022 Nationwide Building Society UpheldBanking and PaymentsDRN-3462098 The complaint Mr A complains that Nationwide Building Society unfairly closed his account and lodged a fraud marker against him. What happened Nationwide received a report from another bank that indicated Mr A had received funds he wasn’t entitled to. Nationwide carried out a r... (2 pages)View decision -
Decision Reference DRN-3559755
28 Oct 2022 AXA PPP Healthcare Limited UpheldInsuranceDRN-3559755 The complaint Mrs D complains because AXA PPP Healthcare Limited hasn’t paid a claim for disability compensation under her private medical insurance policy. All references to AXA PPP Healthcare Limited include the agents it has appointed to handle claims on its behalf. What hap... (3 pages)View decision -
Decision Reference DRN-3705978
28 Oct 2022 UIA (Insurance) Limited UpheldInsuranceDRN-3705978 The complaint Ms M’s representative complains on her behalf that UIA Insurance Limited (UIA) unfairly declined her claim on her home insurance policy and that it gave poor service when handling the claim. References to Ms M, or her representative, will include the other. There ... (3 pages)View decision
