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 4563 results
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Decision Reference DRN3694615
10 Feb 2016 Sainsbury's Bank Plc UpheldBanking and creditMr A complains that Sainsbury’s Bank Plc has unfairly refused to remove a default registered on his credit file. backgroundMr A has a personal loan with Sainsbury’s Bank. Towards the end of 2014 Mr A had some unexpected financial setbacks and could not keep up his r... (3 pages)View decision -
Decision Reference DRN-3217298
17 Dec 2021 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-3217298 The complaint Mr C complains that Volkswagen Financial Services (UK) Limited (VFS) was wrong to terminate a hire agreement (HA). What happened Mr C entered into this agreement with VFS in November 2020 to hire a new car for 24 months. Under the relevant terms and conditions, he... (5 pages)View decision -
Decision Reference DRN2397336
20 Mar 2018 BMW Financial Services (GB) Limited UpheldBanking and creditMr H complains the description of the vehicle he acquired through a hire purchase agreement provided by BMW Financial Services (GB) Limited (“BMW”) was misrepresented. He says he was told the vehicle was new when it wasn’t. He wants to reject the vehicle and cancel ... (3 pages)View decision -
Decision Reference DRN0286575
31 Jul 2013 Bank of Scotland Plc Not upheldBanking and creditMs M complains that Bank of Scotland plc trading as Halifax (“Halifax”) misled her about the process for registration of default on her credit card account and dealt unfairly with her when she tried to reach a repayment arrangement to avoid default.backgroundMs M had a credit card accou... (2 pages)View decision -
Decision Reference DRN-3185770
18 Jan 2022 National Savings and Investments UpheldBanking and PaymentsDRN-3185770 The complaint Mrs H complains about delays and difficulties registering a Power of Attorney (POA) arrangement with National Savings and Investments (NS&I). What happened In May 2020 a POA document that appointed Miss H as an attorney for Mrs H was sent to NS&I. Miss H,... (3 pages)View decision -
Decision Reference DRN-1144949
14 May 2020 The Royal Bank of Scotland Plc UpheldMortgagesDRN-1144949The complaintMr P complains that The Royal Bank of Scotland Plc ("RBS") have acted unfairly and unreasonably by losing the deeds to his commercial property. He wants compensation. What happenedMr P had a commercial property, which he mortgaged with RBS in 1988. Mr P ex... (2 pages)View decision -
Decision Reference DRN-2226808
26 Mar 2021 Ald Automotive Limited Not upheldConsumer CreditDRN-2226808 The complaint Mrs S complains that a car she acquired through a Hire Purchase Agreement (HPA )with ALD Automotive Limited (ALD) wasn’t the new car as she expected. She would like it replaced. What happened The details of this complaint are well known to both parties so I won’t ... (1 page)View decision -
Decision Reference DRN1065830
6 Oct 2016 CIS General Insurance Limited Not upheldInsurance (excluding PPI)Mr M and his son, who I will call Mr N, have complained that CIS General Insurance Limited made a mistake when it cancelled Mr M’s motor insurance policy from the date of inception. Mr M says CIS was wrong to decide the policy was invalid due to a simple administ... (2 pages)View decision -
Decision Reference DRN6491354
9 Jul 2018 PSA Finance UK Limited UpheldBanking and creditMr W complains that PSA Finance UK Limited ("PSA") misled him about the service fee. It has offered £150 compensation, but Mr W wants it to waive the excess mileage charge of £251.58.backgroundMr W hired a vehicle for 12 months on a hire agreement through... (1 page)View decision -
Decision Reference DRN9870568
5 Sep 2018 Equifax Limited Not upheldBanking and creditMr H complains that Equifax Limited failed to protect his personal data adequately.backgroundIn May 2017 Equifax’s parent company was the subject of a cyber-attack and later that year Equifax wrote to Mr H about it. The attackers had gained access to some of Mr H’s ... (2 pages)View decision
