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 4282 results
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Decision Reference DRN-5192984
6 Dec 2024 Fintern Ltd UpheldConsumer CreditDRN-5192984 The complaint Mrs S complained that Fintern Ltd, trading as Abound Loans (“Fintern”) irresponsibly granted her a loan, in May 2023, that she couldn’t afford to repay. What happened Mrs S took out the loan of £9,276.86, over a term of 61 months, in May 2023. Part of this was... (6 pages)View decision -
Decision Reference DRN-3333444
24 Feb 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3333444 The complaint Mr P complains about AXA Insurance UK Plc’s (“AXA”) delay in obtaining a police report. What happened Mr P was involved in a car accident in June 2018 which he reported to AXA. At that point Mr P didn’t have details of the third party involved in the accident so A... (5 pages)View decision -
Decision Reference DRN-5335916
21 Feb 2025 Equiniti Financial Services Limited Not upheldInvestmentsDRN-5335916 The complaint Mr and Mrs F complain that Equiniti Financial Services Limited (‘EFS’) will only send the proceeds from a recent share sale to them in a cheque, which they say that they have no means of banking because of where they reside. Mr and Mrs F would now like EFS to r... (6 pages)View decision -
Decision Reference DRN5421293
23 Jan 2015 The Society of Lloyd's UpheldInsurance (excluding PPI)Mr and Mrs D complain about the handling of their legal expenses claim by Society of Lloyd’s. They are unhappy that they were not able to pursue their case and were not given any other options.backgroundI issued a Provisional Decision on this complaint in November 2014, an extract fr... (7 pages)View decision -
Decision Reference DRN-3832184
20 Jan 2023 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-3832184 The complaint Mr V is unhappy he’s been charged an early termination charge and for excess mileage when he terminated his hire agreement with Volkswagen Financial Services (UK) Limited trading as Volkswagen Finance. What happened In April 2016, Mr V was supplied with a new car ... (7 pages)View decision -
Decision Reference DRN-5064903
16 Jan 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5064903 The complaint Mr B complains that the car he acquired through Oodle Financial Services Limited wasn’t of satisfactory quality. He says he identified a number of issues and problems with the car on the day it was acquired. Mr B he wants to reject the car. Mr B is represented... (6 pages)View decision -
Decision Reference DRN-4521197
12 Jan 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4521197 The complaint Mr P is unhappy that HSBC UK Bank Plc trading as first direct (First Direct) won’t refund the money he lost after falling victim to a vehicle purchase scam. Mr P has used a professional representative to bring this complaint to our service and they have made submi... (6 pages)View decision -
Decision Reference DRN-4103541
2 Jun 2023 IN-SYNC Credit Services Ltd Not upheldConsumer CreditDRN-4103541 The complaint Mr H is unhappy that IN-SYNC Credit Services Ltd (“ISCS”) repossessed his van, he’s unhappy with the way in which his account was administered and how ISCS responded to him when he made it aware he was in financial difficulties. What happened Mr H acquired a used ... (5 pages)View decision -
Decision Reference DRN1927350
3 Dec 2015 TSB Bank plc UpheldBanking and creditMrs M has complained that TSB Bank plc (TSB) mis-sold her a Select packaged bank account (PBA). This was later upgraded to a Premier PBA.backgroundThe background to the complaint was set out in my provisional decision dated 3 November 2015. A copy of this is attache... (6 pages)View decision -
Decision Reference DRN1312068
12 Jun 2017 The Co-operative Bank Plc Not upheldBanking and creditThis complaint’s about an interest only mortgage which, until March 2016, Mr B and Miss M held with the Co-operative Bank Plc (Co-op) previously trading as Britannia. Mr B and Miss M wis h ed t o “ p ort” t h eir lif e tim e b ase r a te t r a cke r p ro duct t o a n... (6 pages)View decision
