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 4777 results
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Decision Reference DRN0153018
10 Apr 2017 Santander Consumer (UK) Plc Not upheldBanking and creditMr T complains that a used car supplied by Santander Consumer (UK) plc (trading as Santander Consumer Finance) under a finance agreement is not as described. background Mr T acquired the car in July 2016.It coast nearly £17,000. And Mr T says he only agreed to this ... (3 pages)View decision -
Decision Reference DRN-4661670
25 Jul 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4661670 The complaint Mr W complains about the charges Mitsubishi HC Capital UK PLC, trading as Novuna Vehicle Solutions (“Novuna”), applied when he returned a car at the end of his hire agreement. What happened Mr W entered into a hire agreement with Novuna on 1 December 2018; the... (3 pages)View decision -
Decision Reference DRN1765187
16 Jan 2019 Equifax Limited Not upheldBanking and creditMr R complains about various errors he says Equifax Limited has recorded on his credit file. And he says it’s failed to acknowledge his complaint. He wants an explanation and compensation.backgroundMr R told us he’d written two letters to Equifax on successive days in ... (3 pages)View decision -
Decision Reference DRN-3267657
1 Feb 2022 esure Insurance Limited UpheldInsuranceDRN-3267657 The complaint Mr M complains that esure Insurance Limited avoided his motor insurance policy and refused to pay his claim. Reference to esure includes its agents. What happened Mr M took out a motor insurance policy with esure over the telephone. When he was involved in a road ... (3 pages)View decision -
Decision Reference DRN8161098
22 Feb 2017 Volkswagen Financial Services (UK) Limited UpheldBanking and creditMr L complains that Volkswagen Financial Services (UK) Limited, trading as Porsche Financial Services, (“PFS”), didn’t allocate the payment of £30,000 he made towards his hire purchase agreement with it in April 2016, until September 2016. He would like PFS to credit his... (3 pages)View decision -
Decision Reference DRN-4832079
25 Jul 2024 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-4832079 The complaint Mr O complains about how Watford Insurance Company Europe Limited (“Watford”) dealt with a claim he made on his motor insurance policy. This document has been provided in English and Romanian. What happened Mr O had a motor insurance policy with Wa... (3 pages)View decision -
Decision Reference DRN8621487
12 Nov 2013 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Through his representative Mr A complains that The Royal Bank of Scotland Plc (“RBS”) mis- sold him a regular premium payment protection insurance (“PPI”) policy when he took out a Mint credit card in 2004. backgroundAs RBS did not uphold Mr A’s complaint he referred it to this servic... (3 pages)View decision -
Decision Reference DRN5291504
11 Jun 2014 Ageas Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs Q complain that Ageas Insurance Limited (successor to Groupama InsuranceCompany Limited) declined their claim under a motor insurance policy.backgroundMr and Mrs Q had a four-wheel drive pick-up fitted with bull bars. Mrs Q insured it through abroker acting as agent for Gro... (3 pages)View decision -
Decision Reference DRN3672439
2 Dec 2019 Gefion Insurance A/S Not upheldInsurance (excluding PPI)Mr R complains that Gefion Insurance A/S didn’t pay him fully after he made a claim on his commercial motor vehicle insurance policy and his van was written-off. It later voided the policy. Mr R also says it didn’t ensure the DVLA’s records were changed. Any reference to Gefion in this dec... (2 pages)View decision -
Decision Reference DRN-2651116
25 Mar 2021 Barclays Bank UK PLC Not upheldInvestmentsDRN-2651116 The complaint Mr C complains that Barclays Bank UK PLC failed to provide him with full information when he invested in a corporate bond issue through its nominee service. He says that if he’d been made aware that he’d have no contract with the bond issuer – meaning he couldn’t ... (3 pages)View decision