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 4196 results
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Decision Reference DRN-2818803
14 May 2021 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-2818803 The complaint Mrs C complains that penalty charge notices issued on the car she hires under a hire agreement with Mercedes-Benz Financial Services UK Limited (MBFS) were paid by MBFS without her being notified or given the opportunity to appeal. These were then charged to her a... (2 pages)View decision -
Decision Reference DRN-2902484
29 Oct 2021 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-2902484 The complaint K a limited company, complains that Clydesdale Bank Plc unfairly declined its application for a Bounce Back Loan. In bringing this complaint, K is represented by its director, who I refer to as Mr B. What happened In January 2021, K opened a business account with... (3 pages)View decision -
Decision Reference DRN-5187914
17 Dec 2024 Guavapay Limited UpheldBanking and PaymentsDRN-5187914 The complaint Mr B is unhappy Guavapay Limited didn’t credit his account with the bonus he should have received when signing up to their money transfer app or with the service they provided. What happened In May 2024 Mr B signed up for Guavapay’s money transfer app through ... (2 pages)View decision -
Decision Reference DRN-2709859
19 Apr 2021 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-2709859 The complaint Mr R complains that Capital One (Europe) plc (Capital One) lent to him irresponsibly. What happened Mr R applied for a credit card from Capital One. This was agreed in October 2015, and a limit of £200 approved. In September 2016, the card was suspended. In Novemb... (3 pages)View decision -
Decision Reference DRN4766600
14 Aug 2014 AXA Insurance UK Plc Not upheldInsurance (excluding PPI)Mrs V complains about the way AXA Insurance UK Plc handled a claim made under her motor insurance policy. After making a claim she was told that her vehicle had been previously written off and that she shouldn’t drive it. AXA said that it would pay Mrs V the market value of her car. AXA... (2 pages)View decision -
Decision Reference DRN2871133
10 Aug 2018 Ageas Insurance Limited Not upheldInsurance (excluding PPI)Mr L complains about the way his motor insurance policy is being administered by Ageas Insurance Limited as a result of an incorrect additional premium being charged. backgroundMr L took out motor insurance with Ageas, through a broker, in May 2017. Shortly after t... (3 pages)View decision -
Decision Reference DRN5417585
1 Sep 2020 Gefion Insurance A/S UpheldInsurance (excluding PPI)Mr J complains that Gefion Insurance A/S cancelled his commercial motor insurance policy. He wants the cancellation record removed and a reimbursement of his cancellation costs. backgroundMr J bought a policy from Gefion for a van he had bought from his father. Gefion was concerned that Mr... (3 pages)View decision -
Decision Reference DRN5731386
11 Mar 2016 Bank of Scotland Plc Not upheldBanking and creditMr and Mrs L have complained that Bank of Scotland plc (trading as Halifax) mis-sold an Ultimate Reward Current Account (URCA) to them in 2009. They paid a monthly fee for the account which offered several benefits in return.Mr and Mrs L have used a claims manageme... (2 pages)View decision -
Decision Reference DRN4489686
14 May 2018 Gracechurch Wealth Management LLP Not upheldInvestment and pensionsMr G complains that Gracechurch Wealth Management LLP did not help him ‘liquidate’ deferred benefits he held in a defined benefits occupational pension scheme. Mr G says that as Gracechurch ‘failed to execute’ his instruction he had to use another financial adviser, who... (5 pages)View decision -
Decision Reference DRN-4149655
24 Oct 2023 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4149655 The complaint Mr M has complained about the quality of a car he acquired, using finance from Santander Consumer (UK) Plc. What happened Mr M took out a finance agreement with Santander for a used luxury car. But the following month, he contacted Santander to complain. He explai... (2 pages)View decision
