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 123872 results
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Decision Reference DRN-3751804
24 Oct 2022 Capquest Investments Limited UpheldBanking and PaymentsDRN-3751804 The complaint Miss C has complained about the information that Capquest Investments Limited are reporting on her credit file. What happened This complaint surrounds a credit card account that was sold to Capquest in 2012. Miss C was in a long-term payment arrangement. She says ... (2 pages)View decision -
Decision Reference DRN-3746479
24 Oct 2022 John Lewis Financial Services Limited UpheldBanking and PaymentsDRN-3746479 The complaint Miss D complains about problems with John Lewis Financial Services Limited after her credit card wasn’t included in an Involuntary Arrangement (IVA). What happened Miss D had a credit card with John Lewis and in late 2019 advised it she was entering into an IVA. D... (2 pages)View decision -
Decision Reference DRN-3770222
24 Oct 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3770222 The complaint Mr B complains about issues opening an account with Barclays Bank UK PLC (Barclays). He would like more compensation than the £75 Barclays has offered. What happened The details of this complaint are well known to both parties so I won’t repeat them again here. In... (2 pages)View decision -
Decision Reference DRN-3753070
24 Oct 2022 Mark Tennant UpheldPensions and AnnuitiesDRN-3753070 The complaint Mr B complains about poor service from Mark Tennant trading as Harvey Spencer Financial Planning (Harvey) that caused him financial loss. What happened Mr B said he wanted to transfer his defined benefit pension plan to a flexible drawn down arrangement. He then w... (3 pages)View decision -
Decision Reference DRN-3769947
24 Oct 2022 Watford Insurance Company Europe Limited UpheldInsuranceDRN-3769947 The complaint Mrs F complains about how Watford Insurance Company Europe Limited handled her claim when her car was damaged and that the car was written off without her consent. The complaint has been brought to our service by Mrs F’s husband on her behalf. For ease of reading,... (7 pages)View decision -
Decision Reference DRN-3770390
24 Oct 2022 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-3770390 The complaint Mr K complained to Volkswagen Financial Services (UK) Limited (“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 K in March 2020. The total amount owing under t... (8 pages)View decision -
Decision Reference DRN-3348014
24 Oct 2022 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-3348014 The complaint Mrs H complaint is about the service provided by The Co-operative Bank Plc when dealing with her international transfer. The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead I’ll focus on giving my reasons for my... (2 pages)View decision -
Decision Reference DRN-3769948
24 Oct 2022 Bank of Scotland Plc UpheldMortgagesDRN-3769948 The complaint Mr and Mrs M complained about how Bank of Scotland plc (trading as Halifax) handled their request for a Covid-19 payment deferral on their mortgage account in April 2020. They’re unhappy with how Halifax has reported adverse information to the credit reference age... (8 pages)View decision -
Decision Reference DRN-3732446
24 Oct 2022 QIC Europe Ltd UpheldInsuranceDRN-3732446 The complaint Mr and Mrs W complain about QIC Europe Limited (QIC) who declined their claim under their home insurance policy. What happened Following a named storm, Mr and Mrs W contacted QIC as there was damage to their roof. Prior to the surveyor’s arrival, they carried out ... (4 pages)View decision -
Decision Reference DRN-3770223
24 Oct 2022 British Gas Insurance Limited UpheldInsuranceDRN-3770223 The complaint Ms P complains British Gas Insurance Limited (British Gas) incorrectly cancelled her home emergency insurance policy and declined to settle her claim after a leak. What happened Ms P had a home emergency insurance policy with British Gas. On 1 June 2021, after hav... (3 pages)View decision
