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 128535 results
-
Decision Reference DRN-5230376
6 Mar 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5230376 The complaint Mrs B is unhappy that a car supplied to her under a conditional sale agreement with Stellantis Financial Services UK Limited trading as Vauxhall Finance (‘Stellantis’) was of an unsatisfactory quality. What happened In March 2023, Mrs B was supplied with a use... (3 pages)View decision -
Decision Reference DRN-5108311
6 Mar 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5108311 The complaint Mr B is unhappy with how Monzo Bank Ltd (Monzo) handled a chargeback claim he made to them. What happened Mr B complained about an online gaming subscription service he had taken out with a supplier I shall call ‘R’. He paid for this with his Monzo debit card a... (4 pages)View decision -
Decision Reference DRN-5154029
6 Mar 2025 Aviva Protection UK Limited UpheldInsuranceDRN-5154029 The complaint Mr G complained that AIG Life Limited declined a claim on his group critical illness policy. Throughout the claim and complaint process, Mr G has had a representative helping him. In this decision, any reference to Mr G includes the actions and comments of his ... (4 pages)View decision -
Decision Reference DRN-5340205
6 Mar 2025 Santander UK Plc UpheldConsumer CreditDRN-5340205 The complaint Mr G complains that Santander UK Plc (Santander) didn’t explain how interest would be charged on a loan he took out with them. He says that the interest rate was too high and that he didn’t receive a copy of the agreement until after the cooling off period had ... (2 pages)View decision -
Decision Reference DRN-5089456
6 Mar 2025 Great Lakes Insurance UK Limited UpheldInsuranceDRN-5089456 The complaint Mrs R is unhappy with the assistance she received from Great Lakes Insurance UK Limited under her travel insurance policy (the policy) after she was injured abroad. All reference to Great Lakes includes its agents, such as the medical assistance team. And alth... (4 pages)View decision -
Decision Reference DRN-5371552
6 Mar 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5371552 The complaint Mrs L complains that she made exchange rate and bank charge losses when she tried to transfer US dollars {USD) from her account with HSBC UK plc into her husband’s USD account. What happened In September 2024 Mrs L applied to transfer money, in USD, from her US... (2 pages)View decision -
Decision Reference DRN-5299630
6 Mar 2025 Lifesearch Partners Limited UpheldInsuranceDRN-5299630 The complaint Mr R complains that Lifesearch Partners Limited failed to pass on key information to his insurer which led to a claim on his income protection policy being declined. What happened Mr R held a policy with his insurer (who I’ll refer to as ‘R’) which covered him ... (2 pages)View decision -
Decision Reference DRN-5342490
6 Mar 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5342490 Complaint Mr T has complained that National Westminster Bank Plc (“NatWest”) unfairly continued applying charges to his overdraft even when it was clear that he was in financial difficulty and failing to see a credit balance for an extended period. Background One of our inv... (3 pages)View decision -
Decision Reference DRN-5375844
6 Mar 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5375844 The complaint Ms M complains Volkswagen Financial Services (UK) Limited trading as Seat Financial Services (VWFS) supplied her with a car that she believes wasn’t of satisfactory quality. What happened In February 2023, Ms M entered into a 60 month hire purchase agreement f... (4 pages)View decision -
Decision Reference DRN-5297246
6 Mar 2025 N.I.I.B. Group Limited UpheldConsumer CreditDRN-5297246 Complaint Mr R has complained about the quality of a car that N.I.I.B Group Limited (trading as “Northridge Finance”) supplied to him through a hire-purchase agreement. Background In June 2024, Northridge Finance provided Mr R with finance for a used car. The car was just o... (5 pages)View decision