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 DRN-3341656
22 Jul 2022 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-3341656 The complaint Mr P complains that a car he took on finance from Volkswagen Financial Services (UK) Limited (VWFS) was misrepresented to him. Specifically, he says that he was not told that the Infotainment Pack that came with the car was a subscription service; after three year... (2 pages)View decision -
Decision Reference DRN0891801
7 Jul 2016 Hitachi Capital (UK) Plc Not upheldBanking and creditMr L complains that Hitachi Capital (UK) Plc has refused to cancel his contract with it and remove the solar panels he had installed.our initial conclusions Our adjudicator didn’t uphold the part of Mr L’s complaint about being told that the solar panels would be self-... (2 pages)View decision -
Decision Reference DRN3507492
18 Sep 2018 Equifax Limited Not upheldBanking and creditMr J complains that Equifax Ltd didn’t protect his personal details.background Equifax’s parent company was the subject of a cyber-attack. The attackers gained access to Mr J’s name, date of birth and phone number. Equifax accepted that Mr J could be exposed to cold... (2 pages)View decision -
Decision Reference DRN-5066980
7 Nov 2024 AXA Insurance UK Plc UpheldInsuranceDRN-5066980 The complaint Mr A complains that AXA Insurance UK Plc wouldn’t honour its renewal quote for his motor insurance policy. What happened Mr A had a policy with AXA and when he changed his car mid-term he amended the registration on the policy. But AXA’s system wrongly recorde... (2 pages)View decision -
Decision Reference DRN-3616194
18 Oct 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3616194 The complaint Mr P complains that Barclays Bank UK PLC (“Barclays”) refuse to allow card payments he wants to make for an investment through a third-party company (“TPC”). What happened Mr P holds a bank account and credit card account with Barclays. He also holds an account wi... (2 pages)View decision -
Decision Reference DRN-3734961
10 Oct 2022 Highway Insurance Company Limited Not upheldInsuranceDRN-3734961 The complaint Mr C and his mother Mrs G complain that Highway Insurance Company Limited said it would hold Mr C at fault if he made a claim on his motor insurance policy following an accident. They want Highway to record the claim as non-fault or cover it under the uninsured dr... (2 pages)View decision -
Decision Reference DRN-3352283
4 May 2022 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-3352283 The complaint Mrs B complains that a car was misrepresented to her when she entered into a hire purchase agreement with Mercedes-Benz Financial Services Limited (MBFS) What happened In October 2019 Mrs B was supplied with a car and entered into a hire purchase agreement with MB... (2 pages)View decision -
Decision Reference DRN-4769050
22 May 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4769050 The complaint Mr P complains that National Westminster Bank Plc closed his bank account without providing him with an explanation. Mr P is also unhappy that NatWest declined his application for a savings account and the service NatWest provided. Mr P says he has lost his job as... (4 pages)View decision -
Decision Reference DRN6436319
4 Jan 2017 Advantage Insurance Company Limited Not upheldInsurance (excluding PPI)Mr B has complained that Advantage Insurance Complaint Limited (“Advantage”) hasn’t properly dealt with a claim he made on his car insurance.backgroundMr B was involved in an accident in April 2016. Mr B’s car was in a queue of traffic that was hit by a truck – th... (2 pages)View decision -
Decision Reference DRN1469997
2 Jan 2019 Nationwide Building Society Not upheldBanking and creditMr A’s unhappy Nationwide Building Society reduced the overdraft limit on his current account, applied a default to his credit file and with the way its dealt with him. backgroundNationwide wrote to Mr A in January 2018 saying it would be reducing his overdraft lim... (2 pages)View decision