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-3277275
22 Mar 2022 Motability Operations Limited UpheldConsumer CreditDRN-3277275 The complaint Ms S complains that Motability Operations Limited registered a car that was supplied to her under a hire agreement in her daughter’s name which she says has caused issues with penalty charge notices. What happened A new car was supplied to Ms S under a hire agreem... (3 pages)View decision -
Decision Reference DRN-3389689
22 Mar 2022 Liberty Mutual Insurance Europe SE UpheldInsuranceDRN-3389689 The complaint Mr N complains that Liberty Mutual Insurance Europe SE (“Liberty Mutual”) have mishandled his landlord’s insurance claim. Liberty Mutual use intermediaries to administer their insurance policy and manage claims on their behalf, so any reference to the insurer with... (2 pages)View decision -
Decision Reference DRN-3387388
22 Mar 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3387388 The complaint Mr M is unhappy that Bank of Scotland plc won’t reimburse money he lost as a result of falling victim to a scam. What happened Mr M received what he thought was an email from a friend about an investment opportunity. He had been interested in cryptocurrency and be... (5 pages)View decision -
Decision Reference DRN-3355303
22 Mar 2022 British Gas Insurance Limited UpheldInsuranceDRN-3355303 The complaint Miss M complains that British Gas Insurance Limited (“British Gas”) caused damage to her property while carrying out a repair under her home emergency insurance. What happened Miss M says an engineer from British Gas attended her property in 2020 to carry out repa... (3 pages)View decision -
Decision Reference DRN-3389411
22 Mar 2022 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-3389411 The complaint Mr M complains that Volkswagen Financial Services (UK) Limited (“VWFS”) wrongly recorded missed payments on his credit file. And that, when he complained, VWFS took too long to correct the information. What happened Mr M obtained a car in June 2017 through a three... (2 pages)View decision -
Decision Reference DRN-3389262
22 Mar 2022 Barclays Bank UK PLC UpheldMortgagesDRN-3389262 The complaint Mr C and Ms B complain that Barclays Bank UK PLC won’t confirm that it provided a mortgage to them on the basis the security property is a two-storey dwelling with an integral garage. Mr C asks that Barclays confirms this in writing. Mr C has dealt with the compla... (2 pages)View decision -
Decision Reference DRN-3352445
22 Mar 2022 Shawbrook Bank Limited UpheldConsumer CreditDRN-3352445 The complaint Mrs Z complains that Shawbrook Bank Limited (“Shawbrook”), has rejected the claim she made under section 75 of the Consumer Credit Act 1974 (“the Act”) in relation to a solar panel system she says was misrepresented to her by the supplier. What happened In or arou... (3 pages)View decision -
Decision Reference DRN-3389282
22 Mar 2022 Equiniti Financial Services Limited UpheldInvestmentsDRN-3389282 The complaint Mr B complains that he couldn’t sell his shares through Equiniti Financial Services Limited (“EQi”), either online or by phone. And he says he couldn’t contact EQi – it didn’t reply to his emails, or answer the phone, and it didn’t phone him as he’d requested What... (2 pages)View decision -
Decision Reference DRN-3389179
22 Mar 2022 Avantcredit Of Uk, Llc UpheldConsumer CreditDRN-3389179 The complaint Ms Y complains about a loan provided to her by AvantCredit of UK, LLC trading as “AvantCredit”, which she says was unaffordable. What happened AvantCredit provided Ms Y with a loan for £1000 in February 2016. It was due to be repaid over 2 years in monthly instalm... (4 pages)View decision -
Decision Reference DRN-3313894
22 Mar 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3313894 The complaint Mrs L complains that NewDay Ltd trading as Debenhams Mastercard unfairly filed a default with credit reference agencies about her account. What happened Mrs L had a credit card account with NewDay. She says she purchased an item in July 2019 using her card. She wa... (8 pages)View decision
