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 363152 results
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Decision Reference DRN-5019810
8 Oct 2024 Pinnacle Insurance Plc Not upheldInsuranceDRN-5019810 The complaint Mr J complains that Pinnacle Insurance Plc hasn’t paid interest on premiums it refunded to him for an income protection insurance policy for the full period he thinks it should be due. What happened Mr J held an income protection insurance policy for a number o... (3 pages)View decision -
Decision Reference DRN-5030538
8 Oct 2024 Acromas Insurance Company Limited UpheldInsuranceDRN-5030538 The complaint Mr and Mrs B complain about how Acromas Insurance Company Limited dealt with a claim against a breakdown assistance policy. Reference to Acromas includes its agents. What happened Mr and Mrs B have breakdown assistance cover as a benefit of a current account. ... (6 pages)View decision -
Decision Reference DRN-5053048
8 Oct 2024 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5053048 The complaint Mr J is unhappy with the end of contract charges being applied by Santander Consumer (UK) Plc trading as Santander Consumer Finance, after they had supplied him with a car under a conditional sale agreement. What happened In March 2020, Mr J was supplied with ... (5 pages)View decision -
Decision Reference DRN-4601993
8 Oct 2024 RCI Financial Services Limited Not upheldConsumer CreditDRN-4601993 The complaint Mr C complains about the quality of a car he has been financing through an agreement with RCI Financial Services Limited (RCI), trading as Mobilize Financial Services. What happened Mr C took receipt of a used car in May 2021. He financed the deal through an ag... (3 pages)View decision -
Decision Reference DRN-5067763
8 Oct 2024 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5067763 The complaint Mr S complains about a car supplied to him on hire purchase by Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (‘VWFS’). What happened The parties are familiar with the background details of this complaint – so I will briefly summa... (5 pages)View decision -
Decision Reference DRN-5054052
8 Oct 2024 Action 365 Ltd UpheldInsuranceDRN-5054052 The complaint Mr J or “X” complains that Action 365 Ltd (trading as Pukka Services) unfairly cancelled his motor insurance policy. What happened The subject matter of the insurance and the complaint is a car, that had first been registered in 2009. From 10 March 2022, Mr J... (7 pages)View decision -
Decision Reference DRN-4896878
8 Oct 2024 PayPal UK Ltd Not upheldBanking and PaymentsDRN-4896878 The complaint Mr K complains that PayPal UK Ltd unfairly defaulted his credit account. What happened In August 2023, Mr K was struggling to be accepted for credit and so checked his credit report. Upon doing so, he noticed that PayPal had defaulted his credit account. Mr K ... (3 pages)View decision -
Decision Reference DRN-4766751
8 Oct 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4766751 The complaint Mr S complains that HSBC UK Bank Plc didn’t protect him from an investment scam. Mr S is being supported in making his complaint by a representative. But for ease, I’ll only refer to Mr S in this decision. What happened Mr S has said that other ‘veterans’ intro... (5 pages)View decision -
Decision Reference DRN-5053515
8 Oct 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5053515 The complaint Mr T is unhappy that stored payee details on his National Westminster Bank Plc (“NatWest”) account have changed without him changing them, and that NatWest can’t explain how this has happened. What happened Mr T raised a complaint with NatWest because he felt t... (2 pages)View decision -
Decision Reference DRN-5067784
8 Oct 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5067784 The complaint Mr B complains that BMW Financial Services(GB) Limited trading as ALPHERA Financial Services (“BMWFS”) charged him for excess mileage when he exercised his right to voluntary termination to end his car finance agreement. What happened I sent Mr B and BMWFS my p... (10 pages)View decision
