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-3227064
9 Mar 2022 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-3227064 The complaint Mrs M’s complaint is that Aviva Life & Pensions UK Limited (Aviva) mis-sold her a free standing additional voluntary contribution (FSAVC) policy. Mrs M says taking this policy was not a suitable option given her circumstances at the time. What happened On 23 N... (3 pages)View decision -
Decision Reference DRN-3319033
9 Mar 2022 esure Insurance Limited UpheldInsuranceDRN-3319033 The complaint Mr F complains about esure Insurance Limited’s valuation of his car after it was stolen, under his motor insurance policy. What happened Mr F’s car was stolen so he made a claim to esure. The business valued the car based on the industry trade guides and offered £... (3 pages)View decision -
Decision Reference DRN-3321133
9 Mar 2022 Santander UK Plc UpheldMortgagesDRN-3321133 The complaint Mr and Mrs L are complaining about the information they were given by Santander UK Plc when they contacted them to switch their mortgage product and take some additional borrowing. They say they would have done things differently if they’d been given the correct i... (7 pages)View decision -
Decision Reference DRN-3308660
9 Mar 2022 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3308660 The complaint Mrs L, represented by Mr L, complains that PayPal (Europe) Sarl et Cie SCA upheld a non- receipt claim for an item that had been confirmed as received. Mrs L’s account has since been blocked. Mr L has dealt with issues throughout this complaint with PayPal. Howeve... (2 pages)View decision -
Decision Reference DRN-3257567
9 Mar 2022 Avantcredit Of Uk, Llc UpheldConsumer CreditDRN-3257567 The complaint Mrs G complains that AvantCredit of UK, LLC provided her with a loan she couldn’t afford to repay. What happened AvantCredit provided Mrs G with a loan on 3 April 2016. It was for £2,600, repayable at the monthly rate of just under £147. The loan was to be repaid ... (3 pages)View decision -
Decision Reference DRN-3360680
9 Mar 2022 American Express Services Europe Limited UpheldBanking and PaymentsDRN-3360680 The complaint Mr O complains that American Express services Europe Limited (Amex) recorded a payment arrangement on his credit file. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: Amex says Mr O contact... (3 pages)View decision -
Decision Reference DRN-3249367
9 Mar 2022 J D Williams & Company Limited UpheldConsumer CreditDRN-3249367 The complaint Mr H says J D Williams & Company Limited (“J D Williams”) irresponsibly lent to him. He has requested that the interest and late payment charges he paid on the account he had be refunded. What happened This complaint is about a catalogue shopping account provi... (3 pages)View decision -
Decision Reference DRN-3358119
9 Mar 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3358119 The complaint Mr M complains HSBC UK Bank plc (HSBC) provided poor service leading to a delay in sending a currency payment, resulting in an unfavourable exchange rate being provided. What happened Mr M held a US dollar currency account and a sterling servicing current account ... (3 pages)View decision -
Decision Reference DRN-3360325
9 Mar 2022 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-3360325 The complaint Mr K is unhappy that Volkswagen Financial Services (UK) Limited (“VWFS”) failed to retain a cherished number plate when his lease ended. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead I’ll foc... (2 pages)View decision -
Decision Reference DRN-3346877
9 Mar 2022 Santander UK Plc UpheldMortgagesDRN-3346877 The complaint Mr and Mrs W complain that Santander UK Plc, trading as Alliance & Leicester Commercial Bank, failed to give them a better interest rate on their mortgage. What happened In 2009 Mr and Mrs W took out an interest only mortgage with Santander (formerly Alliance ... (5 pages)View decision
