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 4257 results
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Decision Reference DRN-3933487
25 May 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-3933487 The complaint Mr C is unhappy that Santander UK Plc decided not to refund him after he was the victim of an authorised push payment (APP) scam. Mr C has used a claims management company to bring his complaint. I’ll refer to them as R. What happened Mr C said a trusted friend he... (3 pages)View decision -
Decision Reference DRN-4689066
18 Mar 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4689066 The complaint Miss B has complained about the way HSBC UK Bank Plc dealt with her claim for money back. What happened To summarise, Miss B says she was abroad and the day before leaving the resort she was influenced to enter into a vacation membership with a firm I’ll call “P”.... (3 pages)View decision -
Decision Reference DRN2541010
28 May 2015 Erudio Student Loans Limited UpheldBanking and creditMr G complains about how Erudio Student Loans Limited is dealing with his loan account.He considers he’s provided it with enough information for it to assess his request to defer his repayments.Further he considers it has given him inconsistent information about its i... (4 pages)View decision -
Decision Reference DRN1457163
18 Jan 2016 Barclays Bank Plc UpheldBanking and creditMr T has complained that Barclays Bank plc (“Barclays”) mis-sold him an Additions Active packaged bank account in 2008. backgroundMy provisional decision of 15 December 2015, which is attached and forms part of this decision, explained why I thought Mr T’s complaint sho... (4 pages)View decision -
Decision Reference DRN1271180
28 Jul 2020 Ageas Insurance Limited Not upheldInsurance (excluding PPI)Ms K has a car insurance policy with Ageas Insurance Limited (Ageas). She complains that Ageas has avoided her policy and will not settle her claim as a result of this. Ms K is represented by her son although she mainly communicated with us herself.backgroundMs K took out a policy of car i... (3 pages)View decision -
Decision Reference DRN2278460
22 Jan 2015 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr H is unhappy with the amount paid to him by UK Insurance Limited (“UKI”) following a claim made under his buildings insurance policy. background The circumstances of this complaint were set out in my provisional decision dated 18 December 2014, a copy of which is attached and forms... (3 pages)View decision -
Decision Reference DRN-2704352
24 Mar 2021 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-2704352 The complaint Mr T complains that the car he acquired through a personal contract purchase (the finance agreement) with Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (VWFS) was mis-sold. He says the amount he paid for the car, and therefore the a... (3 pages)View decision -
Decision Reference DRN1125534
22 Mar 2021 Auxillis Limited UpheldClaims ManagementMr C is unhappy about the way Auxillis Limited handled his claim after he was involved in a road traffic accident. background In July 2018, Mr C was involved in an accident that he said wasn’t his fault. His car was hit by another car from behind. As Mr C didn’t think he was liable for the... (4 pages)View decision -
Decision Reference DRN8281474
11 Mar 2020 Liverpool Victoria Insurance Company Limited Not upheldInsurance (excluding PPI)Mr S has complained about the way his insurer, the Liverpool Victoria Insurance Company Limited (LV), handled his car insurance claim.backgroundMr S made a claim for the theft of his car. He met with a claims assessor appointed by LV. During the meeting, the claims assessor interviewed Mr ... (3 pages)View decision -
Decision Reference DRN-5267204
27 Jan 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5267204 The complaint Miss D complains Barclays Bank UK PLC treated her unfairly when it recorded a marker against her at Cifas, a fraud database. What happened I issued my provisional decision on this complaint, setting out what I intended to decide and why. I invited both parties... (4 pages)View decision
