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 119142 results
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Decision Reference DRN-3436832
21 Jun 2022 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-3436832 The complaint Mr L complains that Volkswagen Financial Services (UK) Limited (VWFS) didn’t provide him with the support it should have when he encountered financial difficulties due to the Covid-19 pandemic. Mr L is represented by a family member but for ease of reference I hav... (3 pages)View decision -
Decision Reference DRN-3553703
21 Jun 2022 esure Insurance Limited UpheldInsuranceDRN-3553703 The complaint Miss S complains that esure Insurance Limited disposed of her car without her consent after making a claim made under her motor insurance policy. She wants financial compensation for the loss this caused. What happened In May 2021 Miss S was involved in a car acci... (3 pages)View decision -
Decision Reference DRN-3517026
21 Jun 2022 Lendable Ltd UpheldConsumer CreditDRN-3517026 The complaint Mr B, through his representative, complains that Lendable Ltd lent to him without doing the proper checks and so he could not afford the loans. What happened Using information from Lendable, here is a brief table of the approved loans. Loans Date taken Te... (4 pages)View decision -
Decision Reference DRN-3219809
21 Jun 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3219809 The complaint Mr C complains about the advice given by Portal Financial Services LLP (‘Portal’) in relation to a defined-benefit (‘DB’) occupational pension scheme that he held with his former employer. Portal processed the transfer of Mr C’s DB scheme benefits to a personal pe... (8 pages)View decision -
Decision Reference DRN-3480238
21 Jun 2022 Haven Insurance Company Limited UpheldInsuranceDRN-3480238 The complaint Mrs D complains about Haven Insurance Company Limited’s settlement of the claim she made on her motor insurance policy. What happened Mrs D had a car insurance policy with Haven and made a claim when her car was stolen. In settlement of the claim, Haven paid £16,8... (3 pages)View decision -
Decision Reference DRN-3553711
21 Jun 2022 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3553711 The complaint Mr E is unhappy with how PayPal (Europe) Sarl et Cie SCA handled a claim he made under the buyer protection policy. What happened On 27 July 2021 Mr E has explained he purchased an item from an online retailer, for £10.99 – paying by way of his PayPal account. The... (4 pages)View decision -
Decision Reference DRN-3550953
21 Jun 2022 Metro Bank PLC UpheldBanking and PaymentsDRN-3550953 The complaint Mr S is complaining that Metro Bank PLC discriminated against him by not allowing him to open a bank account with them. What happened Mr S is an asylum seeker and holds an application registration card (ARC) which was issued to him in February 2021. His card had a... (4 pages)View decision -
Decision Reference DRN-3380861
21 Jun 2022 Avantcredit Of Uk, Llc UpheldConsumer CreditDRN-3380861 The complaint Ms F complains about AvantCredit of UK, LCC (“AC”) and their decision to provide her with a high-interest loan which she was unable to afford. What happened In February 2017, Ms F applied for a high-interest loan with AC. This application was approved, and Ms F wa... (4 pages)View decision -
Decision Reference DRN-3553438
21 Jun 2022 Fairmead Insurance Limited UpheldInsuranceDRN-3553438 The complaint Mr and Mrs M complain that their home insurer, Fairmead Insurance Limited, unfairly declined their claim for a piece of their jewellery that was lost. What happened I sent the parties a provisional decision in May 2022, in which I set out the following background ... (3 pages)View decision -
Decision Reference DRN-3038567
21 Jun 2022 Barclays Bank UK PLC UpheldInvestmentsDRN-3038567 The complaint Mr S complains Barclays Bank UK PLC delayed the transfer of his Barclays Smart Investor Individual Savings Account (ISA) to his new provider (K). What happened Mr S, via K, requested the transfer of £96,000 cash held in his ISA to K on 6 May 2020. In June 2020, Mr... (4 pages)View decision
