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 120936 results
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Decision Reference DRN-3649753
20 Aug 2022 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-3649753 The complaint Mr W complained to Volkswagen Financial Services (UK) Limited trading as Seat Financial Services (“VWFS”) that it didn’t treat him fairly when it terminated his hire purchase agreement. What happened VWFS entered into a hire purchase agreement with Mr ... (6 pages)View decision -
Decision Reference DRN-3633572
20 Aug 2022 U K Insurance Limited UpheldInsuranceDRN-3633572 The complaint Mrs I complains about how U K Insurance Limited trading as Sainsbury's Home Insurance (“UKI”) handled her complaint on her home insurance policy. What happened Mrs I had home insurance that was underwritten by UKI. In November 2018 she made a claim after noti... (3 pages)View decision -
Decision Reference DRN-3658324
20 Aug 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3658324 The complaint Mrs W complains for and behalf of the estate of Mrs S that NewDay Ltd trading as Marbles (“NewDay”) was irresponsible when it provided the late Mrs S with a credit card and increased her credit limit on three occasions. What happened NewDay opened a credit card ac... (5 pages)View decision -
Decision Reference DRN-3658100
19 Aug 2022 Nationwide Building Society UpheldBanking and PaymentsDRN-3658100 The complaint Mr L complains Nationwide Building Society (“NBS”) has not fairly dealt with a claim he made under section 75 of the Consumer Credit Act 1974 (“CCA”). Mr L is represented in his complaint by a Mr M. What happened I issued a provisional decision on Mr L’s complaint... (10 pages)View decision -
Decision Reference DRN-3191384
19 Aug 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3191384 The complaint Mr P is unhappy because HSBC UK Bank Plc (“HSBC”) declined to refund £1,800 which he lost as the result of a scam. What happened The details of the complaint are well known to both parties, so I won’t go into every detail of what happened here. But in summary, bot... (5 pages)View decision -
Decision Reference DRN-3608230
19 Aug 2022 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-3608230 The complaint Mrs B complains that Lloyds Bank General Insurance Limited (Lloyds) has treated her unfairly with the cost of her buildings insurance over a number of years. What happened Mrs B’s buildings and contents was insured with Lloyds from 2009 until 2020. When the insura... (3 pages)View decision -
Decision Reference DRN-3589152
19 Aug 2022 Rhino Protect Limited UpheldInsuranceDRN-3589152 The complaint Miss S complains that Rhino Protect Limited (RP) cancelled her home seller’s insurance without any explanation. What happened Miss S purchased a policy online from RP on 9 November 2020. During the online purchase process, Miss S explained that she was directed to... (5 pages)View decision -
Decision Reference DRN-3396579
19 Aug 2022 Portafina Investment Management Limited UpheldPensions and AnnuitiesDRN-3396579 The complaint Ms O complains about the advice given to her by Portafina Investment Management Limited to transfer the benefits from her defined-benefit (‘DB’) occupational pension schemes, and her Additional Voluntary Contribution Plan (“AVC”), to a self-invested personal pensi... (10 pages)View decision -
Decision Reference DRN-3608814
19 Aug 2022 Starling Bank Limited UpheldBanking and PaymentsDRN-3608814 The complaint and what happened Mr D complains Starling Bank Limited won’t reimburse in excess of £100,000 he lost when he fell victim to an investment trading scam. Our investigator upheld the complaint. She was satisfied Starling ought to have intervened when Mr D made his fi... (2 pages)View decision -
Decision Reference DRN-3618917
19 Aug 2022 Ageas Insurance Limited UpheldInsuranceDRN-3618917 The complaint Mr and Mrs W complain that Ageas Insurance Limited declined their claim on their home insurance. Mr and Mrs W have been represented by their son throughout this complaint. However for ease of reading I’ve just referred to Mr and Mrs W. But all references include t... (3 pages)View decision
