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 601 results
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Decision Reference DRN3744817
3 Mar 2015 Zurich Assurance Ltd Not upheldInvestment and pensionsMr G complains that Zurich Assurance Limited should not be able to reduce the sum assured under his whole-of-life policy and that he was not told that the policy was reviewable. He also complains that commission is being paid to an outside broker. backgroundMr G took out an adaptabl... (2 pages)View decision -
Decision Reference DRN-4980461
9 Sep 2024 Monzo Bank Ltd UpheldConsumer CreditDRN-4980461 The complaint Mr S complains about issues that he experienced when he switched his account with Monzo Bank Limited to another bank. What happened Mr S had a current account with Monzo and he took out a £21,750 loan from it in January 2023. He agreed to make 59 monthly paymen... (3 pages)View decision -
Decision Reference DRN-1722672
6 Oct 2020 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-1722672 The complaint Mrs H complains about the way that Volkswagen Financial Services (UK) Limited, trading as Volkswagen Finance, has dealt with a charging order that it registered on her property. Mrs H is being helped with her complaint by a representative. What happened The detail... (2 pages)View decision -
Decision Reference DRN6702356
24 Feb 2018 Freeman Jones Limited Not upheldBanking and creditMr and Mrs C complain about the advice that they received from Freeman Jones Limited in connection with their individual voluntary arrangement. backgroundMr and Mrs C contacted Freeman Jones in early August 2011 about their financial circumstances and later that month t... (2 pages)View decision -
Decision Reference DRN-2426228
19 Apr 2021 Hitachi Capital (UK) Plc Not upheldConsumer CreditDRN-2426228 The complaint Mr A complains that Hitachi Capital (UK) plc, trading as Hitachi Personal Finance, won’t refund to him the money that he paid for a boiler using a fixed sum loan agreement. What happened Mr A entered into a fixed sum loan agreement with Hitachi Personal Finance, t... (2 pages)View decision -
Decision Reference DRN1133505
21 Jun 2018 Blue Motor Finance Ltd Not upheldBanking and creditMr M complains that a car that was supplied to him under a hire purchase agreement with Blue Motor Finance Limited wasn’t of satisfactory quality and about the default that it’s recorded on his credit file.backgroundA used car was supplied to Mr M under a hire purcha... (2 pages)View decision -
Decision Reference DRN4625770
22 Feb 2017 Virgin Money plc Not upheldBanking and creditMr C complains that Virgin Money plc won’t refund to him the money that he paid for a pond pump. He also complains about the service that he’s received from Virgin Money.backgroundMr C used his Virgin Money credit card on a Thursday in August 2016 to pay £86.99 to... (2 pages)View decision -
Decision Reference DRN3446948
29 Jan 2019 Clydesdale Financial Services Limited Not upheldBanking and creditMrs C complains that she was given incorrect information by Clydesdale Financial Services Limited, trading as Barclays Partner Finance, about ending her fixed sum loan agreement. backgroundMrs C used a fixed sum loan agreement with Barclays Partner Finance, that was ... (2 pages)View decision -
Decision Reference DRN8755151
11 Jul 2019 Mercedes-Benz Financial Services UK Limited Not upheldBanking and creditMr A complains that a car that was supplied to him under a hire agreement with Mercedes- Benz Financial Services UK Limited, trading as Mercedes-Benz Finance, wasn’t of satisfactory quality.backgroundA new car was supplied to Mr A under a hire agreement with Mercedes-Benz Finance that he e... (2 pages)View decision -
Decision Reference DRN-2144952
22 Feb 2021 FirstRand Bank Limited Not upheldConsumer CreditDRN-2144952 The complaint Mr E complains that a car that was supplied to him under a hire purchase agreement with FirstRand Bank Limited, trading as MotoNovo Finance, wasn’t of satisfactory quality and that the car has been repossessed. What happened The details of this complaint are well ... (3 pages)View decision
