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 120614 results
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Decision Reference DRN-3487350
19 May 2022 Aviva Insurance Limited UpheldInsuranceDRN-3487350 The complaint Miss H complains that Aviva Insurance Limited has turned down a claim she made on a corporate private medical insurance policy. What happened Miss H became a member of a ‘Solutions’ group private medical insurance policy on 1 September 2020. In March 2021, Miss H ... (5 pages)View decision -
Decision Reference DRN-3434193
19 May 2022 Equifax Limited UpheldConsumer CreditDRN-3434193 The complaint Mr W is unhappy about Equifax Limited reporting his personal information on his brother’s credit report. Mr W is represented in his complaint by a firm of solicitors. What happened In mid-2021, Mr W became aware that his data had mistakenly appeared on his brother... (2 pages)View decision -
Decision Reference DRN-3300064
19 May 2022 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-3300064 The complaint Mr C complains that Mercedes-Benz Financial Services UK Limited (MBFS) has wrongly charged him for damage to a car he took on hire purchase. What happened In April 2018 Mr C entered into a four-year hire purchase agreement for a used car. The agreement included th... (2 pages)View decision -
Decision Reference DRN-3466760
19 May 2022 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-3466760 The complaint Mr C is unhappy that a car supplied to him under a hire purchase agreement with Volkswagen Financial Services (UK) Limited (VWFS) as of an unsatisfactory quality. What happened On 18 March 2020, Mr C was supplied with a new car through a hire purchase agreement wi... (5 pages)View decision -
Decision Reference DRN-3487762
19 May 2022 Creation Financial Services Limited UpheldBanking and PaymentsDRN-3487762 The complaint Mr M complains that Creation Financial Services Limited lent irresponsibly when it approved his credit card application. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: In May 2018 Mr M app... (3 pages)View decision -
Decision Reference DRN-3405159
19 May 2022 Aviva Life & Pensions UK Limited UpheldInvestmentsDRN-3405159 The complaint The estate of Mrs K complains that Aviva Life & Pensions UK Limited mis-sold a whole of life plan to the late Mrs K in 1992. Aviva consented to the complaint being considered by this service. The estate is represented by Mr K, the late Mrs K’s son. What happen... (2 pages)View decision -
Decision Reference DRN-3302794
19 May 2022 Quilter Financial Planning Solutions Limited UpheldPensions and AnnuitiesDRN-3302794 The complaint Miss E has complained about advice she received to open a self-invested personal pension (“SIPP”) with Brooklands SIPP and subsequently invest in what she now considers to be unsuitable high risk investments. Miss E says Quilter Financial Planning Solutions Limite... (12 pages)View decision -
Decision Reference DRN-3433906
19 May 2022 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-3433906 The complaint Mr S complains that a car that was supplied to him under a conditional sale agreement with Santander Consumer (UK) plc, trading as Santander Consumer Finance, wasn’t of satisfactory quality. What happened I issued a provisional decision on this complaint in March ... (3 pages)View decision -
Decision Reference DRN-3473039
19 May 2022 Bank of Ireland (UK) Plc UpheldConsumer CreditDRN-3473039 The complaint Mr C complains that Bank of Ireland (UK) plc trading as Post Office Financial Services (BOI) didn’t apply an interest rebate when he made a payment to settle his loan early. What happened Mr C had a loan agreement with BoI. The loan was taken out in 2017 and was f... (4 pages)View decision -
Decision Reference DRN-3487917
19 May 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3487917 The complaint Mr A complains that Monzo Bank Ltd failed to refund a transaction he didn’t recognise. What happened Mr A transferred funds into his Monzo account for a purchase he was due to make. Within a few minutes of receiving the funds, he saw a message from Monzo that a de... (5 pages)View decision
