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-4973255
7 Oct 2024 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-4973255 The complaint Mrs J has complained that The National Farmers' Union Mutual Insurance Society Limited trading as NFU Mutual (NFU) unfairly declined a claim under a home insurance policy for jewellery and cash stolen in a burglary. Mrs J had a representative for the clai... (2 pages)View decision -
Decision Reference DRN-5038646
7 Oct 2024 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5038646 The complaint Miss A complains about how Mitsubishi HC Capital UK Plc, trading as Novuna Personal Finance (“Novuna”), dealt with her claim for compensation under section 75 of the Consumer Credit Act 1974 in relation to the installation of some doors and windows. What happen... (3 pages)View decision -
Decision Reference DRN-4850575
7 Oct 2024 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-4850575 The complaint Mr F complains that personal information J.P. Morgan Europe Limited, trading as Chase, requested from him in relation to his bank account was unreasonable and intrusive. What happened Mr F had a current account with Chase. In early 2024 Chase asked Mr F for som... (3 pages)View decision -
Decision Reference DRN-5066549
7 Oct 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5066549 The complaint Miss Y complains that Vanquis Bank Limited lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened In November 2017 Miss Y applied for a credit card with Vanquis. In her application, Miss Y said she w... (4 pages)View decision -
Decision Reference DRN-4874441
7 Oct 2024 N.I.I.B. Group Limited UpheldConsumer CreditDRN-4874441 The complaint Mrs S complains about the quality of a car supplied via a hire purchase agreement by N.I.I.B. Group Limited trading as Northridge Finance (‘NF’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise ... (4 pages)View decision -
Decision Reference DRN-5012092
7 Oct 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5012092 The complaint Mr I complains that National Westminster Bank Plc closed his account without giving him a reason and that it delayed releasing the balance of funds in the account. What happened Mr I had an account with NatWest. On or about 22 December 2023 the bank placed rest... (2 pages)View decision -
Decision Reference DRN-4863669
7 Oct 2024 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-4863669 The complaint Miss S complains about how The National Farmers’ Union Mutual Insurance Society Limited (NFU) handled a claim under her horse insurance policy for the loss of her horse. References to NFU include their agents who administer the policy. What happened Miss S pu... (5 pages)View decision -
Decision Reference DRN-4809761
7 Oct 2024 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-4809761 The complaint Mr G is unhappy with the delay in delivering a car he ordered under a hire agreement with Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (“VWFS”). What happened In June 2023, Mr G ordered a brand new car from a dealership whom I’l... (4 pages)View decision -
Decision Reference DRN-4795366
7 Oct 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4795366 The complaint Mr R complains he couldn’t access his online account with Creation Consumer Financial Services trading as Creation for five months. What happened Mr R entered into a revolving credit agreement with Creation in October 2021. In November 2023, Mr R tried to log ... (2 pages)View decision -
Decision Reference DRN-4950673
7 Oct 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-4950673 The complaint Mr B complains that Wise Payments Limited (Wise) won’t refund money he lost in an investment scam. What happened What Mr B says: Mr B says he had recently come to the UK to escape the war in Ukraine. He lost all his possessions because of the war and was lookin... (5 pages)View decision
