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-2923216
16 Jul 2021 Oodle Financial Services Limited UpheldConsumer CreditDRN-2923216 The complaint Miss W complains that the car she acquired through a hire purchase agreement with Oodle Financial Services Limited trading as Oodle Car Finance wasn’t of satisfactory quality. She wants to reject the car. What happened Miss W entered into a hire purchase agreement... (4 pages)View decision -
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 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 DRN-1606227
26 May 2020 Nationwide Building Society Not upheldMortgagesDRN-1606227The complaintMr B’s complaint is that he believes Nationwide Building Society has lost copies of his passport and bank statement which were taken when he applied for a mortgage. Mr B is concerned that these copy documents, if found, could be used to steal his identity. Mr B is a... (3 pages)View decision -
Decision Reference DRN-1730571
26 Jun 2020 Covea Insurance plc Not upheldInsuranceDRN-1730571The complaintMr N complains that Covea Insurance Plc (Covea) made a series of administrative errors in relation to his car insurance policy. What happenedIn January 2019 Mr N’s vehicle was hit by a third party while unattended outside of his home. He registered the claim with hi... (3 pages)View decision -
Decision Reference DRN-4254282
8 Sep 2023 Covea Insurance plc Not upheldInsuranceDRN-4254282 The complaint Mr E complains that Covea Insurance Plc unfairly declined a claim he made against his home insurance contents cover after his furniture was stolen by a bogus buyer. What happened Mr E said he’d put his dining table and chairs up for sale on an on-line platform for... (3 pages)View decision -
Decision Reference DRN5771014
18 Sep 2017 The Royal Bank of Scotland Plc Not upheldBanking and creditMiss P has complained that The Royal Bank of Scotland Plc (“RBS”) mis-sold her a packaged bank account, which provided a range of benefits in return for a monthly fee. Miss P says she only agreed to open a basic fee-free account and has since discovered that she ... (3 pages)View decision -
Decision Reference DRN-4346420
3 Oct 2023 IPS Pensions Limited UpheldPensions and AnnuitiesDRN-4346420 The complaint Mr C complains that IPS Pensions Limited (IPS), trading as James Hay Partnership, caused an unnecessary delay to the transfer of his Self-Invested Personal Pension (SIPP) to another provider. I’ll refer to that provider as provider A. What happened Mr C had a SIPP... (10 pages)View decision -
Decision Reference DRN2657958
6 Jun 2013 Oakwood Homeloans Limited Not upheldBanking and creditMs T complains about the administration of her mortgage account after Oakwood took over her mortgage in 2005, and after repossessing the property in 2009. Ms T also says that Oakwood Homeloans Ltd (‘Oakwood’) misrepresented facts to the Land Registry to make a fraudulent financial gain. ... (3 pages)View decision -
Decision Reference DRN-4561696
5 Mar 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4561696 The complaint Mr P has complained about the poor service he received and delay when he sought assistance under the breakdown section of his car insurance policy with Admiral Insurance (Gibraltar) Limited. What happened Mr P was travelling in his car with his wife, their baby an... (3 pages)View decision
