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 DRN8230329
24 Mar 2017 Barclays Bank Plc Not upheldBanking and creditMr R complains that Barclays Bank Plc (“Barclays”) placed a default on his credit file for an account which he had asked it to close. This default was later removed. But Mr R says that he was unable to secure a tenancy agreement for some of the period this defa... (2 pages)View decision -
Decision Reference DRN2425026
8 Nov 2017 Tesco Underwriting Limited Not upheldInsurance (excluding PPI)Mrs Z is unhappy that Tesco Underwriting Limited won’t refund the premium she paid when it cancelled her motor insurance policy from the start. She says she made an unintentional mistake on her application and it’s not fair for it to retain her premium.backgroundTesc... (2 pages)View decision -
Decision Reference DRN6828595
20 Jan 2016 Carcashpoint Limited UpheldBanking and creditMrs L complains Carcashpoint Limited has chased her for a debt that is not hers.backgroundIn October 2014 Mrs L bought a car using cash.In February 2015 Mrs L was contacted by bailiffs who said her car had been used to take out a loan from Carcashpoint. Mrs L says... (2 pages)View decision -
Decision Reference DRN-4266408
23 Aug 2023 Quilter Life & Pensions Limited UpheldPensions and AnnuitiesDRN-4266408 The complaint Mr C complains that Quilter Life and Pensions Limited (Quilter) delayed the transfer of the cash part of his pension funds to his new pension provider (provider V), causing him financial detriment. He feels that Quilter’s practice of not transferring cash until al... (8 pages)View decision -
Decision Reference DRN-2741217
13 Sep 2021 Equifax Limited Not upheldConsumer CreditDRN-2741217 The complaint Miss W complains Equifax Limited charged her a monthly subscription fee which she wasn’t aware of. What happened Miss W signed up to Equifax’s 30 day free trial in September 2020. Miss W says she forgot to cancel her membership following this period, so she was ch... (2 pages)View decision -
Decision Reference DRN-2468526
19 Feb 2021 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-2468526 The complaint Mr H complains that Volkswagen Financial Services (UK) Limited, trading as Skoda Financial Services (“SFS”), mishandled the lease agreement he had for a car. What happened In December 2017, Mr H entered a three-year lease agreement for a new car with SFS. Unfortun... (3 pages)View decision -
Decision Reference DRN-3973010
30 Mar 2023 Santander UK Plc UpheldBanking and PaymentsDRN-3973010 The complaint Ms R and Mr T complain that Santander UK Plc made errors when it added Ms R to Mr T’s account that resulted in fraudulent activity on the joint account. Ms R and Mr T are unhappy with the redress offered by Santander UK Plc. What happened Ms R and Mr T visited a l... (2 pages)View decision -
Decision Reference DRN-2964482
18 Feb 2022 Equifax Limited Not upheldConsumer CreditDRN-2964482 The complaint Mrs A complains Equifax Limited incorrectly removed details of her electoral roll registration from her credit file. What happened Mrs A says every year Equifax removes her electoral roll registration from her credit file when she has been consistently registered ... (3 pages)View decision -
Decision Reference DRN-4669191
7 Mar 2024 Elavon Financial Services Designated Activity Company UpheldBanking and PaymentsDRN-4669191 The complaint A company which I’ll call ‘H’ complains that Elavon Financial Services Designated Activity Company caused them a financial loss when they were unable to take certain card payments for several weeks. The complaint is brought on H’s behalf by one of their directors,... (4 pages)View decision -
Decision Reference DRN5564874
12 Dec 2017 J P Morgan Asset Management (UK) Limited Not upheldInvestment and pensionsMr A’s complaint is that JP Morgan Asset Management (UK) Limited (“JP Morgan”) put him through the process for a new customer when he was an existing customer. He seeks compensation of at least £100 for the trouble and upset caused to him and apologies from the... (2 pages)View decision