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-3761287
24 Oct 2022 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-3761287 The complaint Mr G complains about a hire purchase agreement he took out with Volkswagen Financial Services (UK) Limited (“VWFS”). What happened Mr G is represented in his complaint, but for ease of reading I’ll refer to everything sent and said on his behalf as if he said or s... (6 pages)View decision -
Decision Reference DRN-3535934
24 Oct 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3535934 The complaint Mr K complains that HSBC UK Bank Plc trading as first direct (firstdirect) didn’t make a payment. What happened On 16 December 2021, Mr K called firstdirect to make a payment of £5,000 to another bank to pay for foreign currency. He had agreed to buy £5,000 worth... (3 pages)View decision -
Decision Reference DRN-3770027
24 Oct 2022 Fairmead Insurance Limited UpheldInsuranceDRN-3770027 The complaint Mr and Mrs K complain that Fairmead Insurance Limited unfairly declined a claim under their legal expenses insurance policy. Where I refer to Fairmead, this includes its agents and claims handlers. What happened Mr and Mrs K made a claim on their policy seeking co... (3 pages)View decision -
Decision Reference DRN-3770145
24 Oct 2022 Aviva Insurance Limited UpheldInsuranceDRN-3770145 The complaint Mr G complains on behalf of his business, a dentist’s practice and a limited company, that Aviva Insurance Limited hasn’t offered a fair settlement for a claim made under his business protection insurance policy. Where I refer to Aviva, this includes its agents an... (4 pages)View decision -
Decision Reference DRN-3769749
24 Oct 2022 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-3769749 The complaint Mr S complains that Clydesdale Bank Plc Virgin) didn’t respond to his complaint and defaulted his account. What happened Mr S had a credit card from Virgin. In April 2020, Virgin agreed to a three-month payment holiday under the FCA’s covid support scheme. Mr S wa... (4 pages)View decision -
Decision Reference DRN-3746451
24 Oct 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3746451 The complaint Mr T and Mrs T complain that a repair carried out by Royal & Sun Alliance Insurance Limited (RSA) under their home emergency assistance policy caused further damage in their home. Mr T and Mrs T’s policy was administered by a third-party company but, for ease ... (3 pages)View decision -
Decision Reference DRN-3763382
24 Oct 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3763382 The complaint Ms C has complained Santander UK plc didn’t refund money for fraudulent transactions made on her credit card. What happened In December 2021 whilst she was at the gym, Ms C’s locker was broken into and her belongings stolen. This included credit and debit cards as... (2 pages)View decision -
Decision Reference DRN-3747151
24 Oct 2022 Starling Bank Limited UpheldBanking and PaymentsDRN-3747151 The complaint Mr H, as a director of S (a limited company), complains that Starling Bank Limited (Starling) won’t refund S for a loss they suffered as the result of a scam. What happened The background to this case is not in dispute so I won’t be going into details. In summary,... (5 pages)View decision -
Decision Reference DRN-3653601
24 Oct 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3653601 The complaint Mr W complains that Everyday Lending Limited trading as Everyday Loans (Everyday) irresponsibly lent him money on a high cost loan that he couldn’t afford to repay. What happened Everyday provided a loan to Mr W, on 12 March 2018, for £1,750, repayable over 12 mon... (4 pages)View decision -
Decision Reference DRN-3665674
24 Oct 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3665674 The complaint Mr W complains that Everyday Lending Limited trading as Everyday Loans irresponsibly lent him money on high cost loans which he couldn’t afford to repay. What happened Everyday provided three loans to Mr W. In respect of the first two loans, Everyday agreed that t... (3 pages)View decision
