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 122580 results
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Decision Reference DRN-3616390
29 Jul 2022 British Gas Insurance Limited UpheldInsuranceDRN-3616390 The complaint Miss P has complained about the way British Gas Insurance Limited handled a claim under her home emergency policy with them, following a leak at her property. What happened Miss P contacted British Gas on 24 December 2021, to let them know she had a leak in her ba... (3 pages)View decision -
Decision Reference DRN-3213111
29 Jul 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3213111 The complaint Mr J complains about advice he was given to transfer the benefits of a defined-benefit (DB) occupational pension scheme (OPS) to a self-invested personal pension (SIPP). He says the advice was unsuitable for him and believes this has caused him a financial loss. P... (8 pages)View decision -
Decision Reference DRN-3592601
29 Jul 2022 Avantcredit Of Uk, Llc UpheldConsumer CreditDRN-3592601 The complaint Mrs S complains through her representative that AvantCredit of UK, LLC irresponsibly lent her money on a high cost loan which she couldn’t afford to repay. What happened AvantCredit provided Mrs S with a loan of £2,000 on 21 September 2016 payable over 36 months a... (3 pages)View decision -
Decision Reference DRN-3184175
29 Jul 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3184175 The complaint Mr W complains that HSBC UK Bank Plc mishandled his claim under section 75 of the Consumer Credit Act 1974 for the reimbursement of the cost of a vehicle he says wasn’t of satisfactory quality. What happened In February 2020 Mr W attended a dealership to view a ca... (5 pages)View decision -
Decision Reference DRN-3606224
29 Jul 2022 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-3606224 The complaint Mr A complains about the quality of a car he has been financing through an agreement with Volkswagen Financial Services (UK) Limited (“VWFS”), trading as Audi Financial Services. What happened The details of this complaint are well known to both parties, so I won’... (3 pages)View decision -
Decision Reference DRN-3319982
29 Jul 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3319982 The complaint Mr B complains that HSBC UK Bank Plc closed his bank account leaving him without access to his money. What happened Mr B says that HSBC closed his current account while leaving his savings account open. He says this meant he couldn’t transfer the money from his sa... (3 pages)View decision -
Decision Reference DRN-3616843
29 Jul 2022 Union Reiseversicherung AG UpheldInsuranceDRN-3616843 The complaint Mr and Mrs E complain about the way Union Reiseversicherung AG (“URV”) has handled their travel insurance claim. What happened In 2019, Mr and Mrs E booked a multi destination trip abroad, departing the UK on 2 March 2020 and returning on 8 April 2020. They were a... (8 pages)View decision -
Decision Reference DRN-3621602
29 Jul 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3621602 The complaint Mrs C and Mr C complain that Bank of Scotland plc (BoS) provided a poor service and incorrectly dealt with part of a refund for a holiday they booked but was subsequently cancelled. What happened Mrs C and Mr C booked a holiday in July 2019. They were due to trave... (2 pages)View decision -
Decision Reference DRN-3468739
29 Jul 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3468739 The complaint C complains that the Direct Debit for its loan repayments wasn’t switched over when it moved its account from National Westminster Bank Plc (“NatWest”) to another bank. C is a business which is represented in this complaint by Mr R. For ease of reading, I’ll refer... (5 pages)View decision -
Decision Reference DRN-3576299
29 Jul 2022 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3576299 The complaint Mr G has complained that Casualty & General Insurance Company (Europe) Ltd unreasonably refused to pay his claim under his pet policy. What happened Mr G’s policy started on 4 September 2020. In November 2021, Mr G made a claim for bi- lateral cruciate ligamen... (3 pages)View decision
