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 DRN0109051
5 May 2017 Express Gifts Ltd UpheldBanking and creditMr L complains, in summary, about the unsatisfactory customer service he’s received fromExpress Gifts Limited, trading as Studio.backgroundMr L opened a credit account with Studio in July 1998. He has complained about thefollowing issues:1. He’d bought a tablet from ... (5 pages)View decision -
Decision Reference DRN7854705
23 Aug 2016 Experian Limited UpheldBanking and creditMs F complains that, because Experian Limited holds incomplete information about her in more than one credit file, she has been unable to open new accounts. She wants this matter resolved. She complains as well about Experian’s poor customer service in dealing with ... (4 pages)View decision -
Decision Reference DRN-5748439
2 Sep 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5748439 The complaint Mr A is unhappy with the car supplied under the hire purchase agreement with BMW Financial Services(GB) Limited trading as ALPHERA Financial Services (Alphera). When I refer to what Mr A and Alphera have said or did, it should also be taken to include things s... (4 pages)View decision -
Decision Reference DRN6888553
18 Apr 2019 Close Brothers Limited UpheldBanking and creditMr and Mrs B, represented by Ms B, complain Close Brothers Limited didn’t handle the rejection of their vehicle that was subject to a hire purchase agreement (HPA) correctly and have not compensated them fully for the issues that arose.background Mr and Mrs B entered ... (4 pages)View decision -
Decision Reference DRN5366494
30 Sep 2020 Phoenix Wealth Services Limited Not upheldInvestment and pensionsComplaint Mr and Mrs C have complained about the decision by Phoenix Wealth Services Limited (Phoenix), previously known as AXA Wealth Services Limited (AXA), to remove a key feature from their Family SunTrust - the non-proportionate allocation of growth facility. They say AXA gave no indi... (5 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 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 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 DRN1285200
23 Apr 2020 Barclays Bank UK PLC UpheldBanking and creditMr M has complained Barclays Bank UK PLC didn’t carry out a full investigation after he’d been a victim of fraud in July 2018.backgroundMr M has an account with Barclays. In July 2018 someone was able to transfer £3,800 from his account to an unknown third party. Barclays refunded the mone... (4 pages)View decision