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 121876 results
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Decision Reference DRN-5354294
25 Feb 2025 U K Insurance Limited UpheldInsuranceDRN-5354294 The complaint Mr H complains that U K Insurance Limited trading as Direct Line (UKI) won’t allow him to add his son as a named driver to his car insurance policy, either temporarily or permanently. What happened Mr H has car insurance with UKI. The policy was originally tak... (4 pages)View decision -
Decision Reference DRN-5257099
25 Feb 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5257099 The complaint Mr H complains Haven Insurance Company Limited didn’t handle a claim against his motorhome insurance policy fairly. For ease of reading, references to Haven include the actions of its agents. Mr H is represented, but for ease of reading I will refer to their ac... (3 pages)View decision -
Decision Reference DRN-5296815
25 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5296815 The complaint Miss M complains that Monzo Bank Ltd didn’t advise her that the premium feature on its current accounts could only apply to a sole account and not the joint account she applied for. What happened In April 2024 Miss M began an application for a joint account wi... (3 pages)View decision -
Decision Reference DRN-5079369
25 Feb 2025 Virgin Media Mobile Finance Limited UpheldConsumer CreditDRN-5079369 The complaint Mr M has complained Virgin Media Mobile Finance Limited is holding him liable for a credit agreement he didn’t take out. What happened In April 2024 Mr M received a letter from a debt collection agency about a debt. He complained to Virgin Media that there appe... (2 pages)View decision -
Decision Reference DRN-5274454
25 Feb 2025 Hyundai Capital UK Limited UpheldConsumer CreditDRN-5274454 The complaint Miss M complains that Hyundai Capital UK Limited trading as Hyundai Finance (HCUK) supplied her with a faulty car. What happened Miss M entered into a conditional sale agreement with HCUK in October 2023. Miss M was supplied with a new car with a cash price of... (4 pages)View decision -
Decision Reference DRN-5062519
25 Feb 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5062519 The complaint Mr C complains that Barclays Bank UK PLC trading as Barclaycard (“Barclays”) failed to properly pursue a chargeback and advised against pursuing a claim under section 75 Consumer Credit Act 1974. (“s.75”). What happened In June 2023 Mr C booked an all-inclusive... (3 pages)View decision -
Decision Reference DRN-5159115
25 Feb 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5159115 The complaint Mr G complains that Nationwide Building Society unfairly debited his account following a failed cash withdrawal. What happened Mr G was having his phone repaired and was told it would be better to purchase another one. The repair shop he was in at the time only... (4 pages)View decision -
Decision Reference DRN-5318741
25 Feb 2025 Elderbridge Limited UpheldMortgagesDRN-5318741 The complaint Mr and Mrs W complain that Elderbridge Limited: • Set up the mortgage incorrectly on an interest only rather than a repayment basis • Is claiming a mortgage balance that is too high – it should be paid off by now. • Has not treated them fairly. What happened In... (7 pages)View decision -
Decision Reference DRN-5228064
25 Feb 2025 Brent Shrine Credit Union Limited UpheldConsumer CreditDRN-5228064 The complaint Miss G has complained Brent Shine Credit Union Limited, trading as My Community Bank, is asking her to repay a personal loan she didn’t take out. What happened In 2023, Miss G’s father fell for a scam. After seeing an advert on social media endorsed by a well-k... (3 pages)View decision -
Decision Reference DRN-5299141
25 Feb 2025 Vanguard Investments UK, Ltd UpheldInvestmentsDRN-5299141 The complaint Mr P complains that Vanguard Investments UK, Ltd (“Vanguard”) provided poor communication when transferring his stocks and shares ISA away from it. What happened Mr P held a stocks and shares ISA with Vanguard which he requested to be transferred away from it. ... (2 pages)View decision
