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 4395 results
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Decision Reference DRN-4954585
23 Sep 2024 National Savings and Investments UpheldBanking and PaymentsDRN-4954585 The complaint Mr H complains about poor service provided by National Savings and Investments (‘NS&I’) when he had difficulties accessing his account online and subsequently when he wanted to withdraw his money. What happened In January 2024, Mr H contacted NS&I with... (4 pages)View decision -
Decision Reference DRN-2928507
27 Oct 2021 AXA Insurance UK Plc Not upheldInsuranceDRN-2928507 The complaint Ms R and Mr R are unhappy about AXA Insurance UK Plc’s handling of a claim they made under their Van insurance policy. As Mr R was involved in the incident and has been dealing with the matter, for ease I will mainly refer to him in this decision. What happened Wh... (4 pages)View decision -
Decision Reference DRN-4818576
12 Feb 2025 Lex Autolease Ltd Not upheldConsumer CreditDRN-4818576 Complaint Mr K complains that Lex Autolease (“Lex”) unfairly failed to notify him of the additional tax charge that it passed onto him as part of a hire agreement. Background In March 2022, Mr K signed a regulated hire agreement with Lex in order to hire a brand- new car. T... (4 pages)View decision -
Decision Reference DRN-4459500
19 Feb 2024 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-4459500 The complaint Mr H complains that The Co-operative Bank Plc (“Co-op”) have declined to reimburse him after he lost £7,495.25 to an authorised push payment (APP) scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything in det... (4 pages)View decision -
Decision Reference DRN5663069
23 Jun 2016 Shop Direct Finance Company Limited Not upheldBanking and creditMr W complains, in summary, that Shop Direct Finance Company Limited, trading as very,won’t agree to write off his account balance, and that it contacted his Victim Support Officerwithout his knowledge and consent.background Mr W opened a credit account with very in Sep... (4 pages)View decision -
Decision Reference DRN5418194
18 Sep 2015 VS1 Payment Services Limited Not upheldBanking and creditMiss F complains that she has been the victim of fraud and wants VS1 Payment Services Limited (VS1) to reimburse her the money she has lost.backgroundThe circumstances leading to this complaint and my initial conclusions are set out in my provisional decision of July 20... (5 pages)View decision -
Decision Reference DRN-3385307
21 Mar 2022 esure Insurance Limited UpheldInsuranceDRN-3385307 The complaint Mr G has complained to this service about esure Insurance Limited (Esure) because he said Esure allowed someone else to use his personal details to set up a policy in his name, on which it dealt with claims, before cancelling it and demanding Mr G pay over £900 of... (3 pages)View decision -
Decision Reference DRN1158247
11 Jul 2013 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr A has complained about UK Insurance Limited’s (“UKI”) settlement of a third party claim against his policy despite the fact that he maintains that he was not in the area at the time of the incident. background UKI was contacted by a third party insurer to advise that its policyhold... (2 pages)View decision -
Decision Reference DRN-3805572
18 Nov 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3805572 The complaint Mr B complains that National Westminster Bank Plc caused him unnecessary stress and worry when he attempted to make a payment. What happened Mr B was arranging to purchase a new vehicle and had paid a small deposit towards it. The next stage of the process was to ... (4 pages)View decision -
Decision Reference DRN-4299441
6 Sep 2023 Equifax Limited UpheldConsumer CreditDRN-4299441 The complaint Mr M complains that third party information was recorded on his credit file by Equifax Limited trading as Equifax. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: Last year, Mr M looked at ... (4 pages)View decision
