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 360982 results
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Decision Reference DRN-5238256
28 Feb 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5238256 The complaint Mrs F is unhappy with how Royal & Sun Alliance Insurance Limited trading as More Th>n (“RSA”) has settled a claim made on her pet insurance policy. Any reference to RSA includes the actions of its agents. What happened On 1 February 2024, Mrs F’s dog (“Y... (4 pages)View decision -
Decision Reference DRN-5362285
28 Feb 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5362285 Complaint Mr J has complained about the overdraft charges Nationwide Building Society (“Nationwide”) applied to his current account. He’s said the charges were applied unfairly as he was allowed to use his overdraft for a prolonged period. Mr J is being represented in his c... (7 pages)View decision -
Decision Reference DRN-4901660
27 Feb 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-4901660 The complaint Miss B complains that Stellantis Financial Services UK Limited, trading as Vauxhall Finance, has terminated the conditional sale agreement under which a car was supplied to her. What happened A new car was supplied to Miss B under a conditional sale agreement w... (4 pages)View decision -
Decision Reference DRN-5361833
27 Feb 2025 Hargreaves Lansdown Asset Management Limited Not upheldPensions and AnnuitiesDRN-5361833 The complaint Mrs M has complained that Hargreaves Lansdown Asset Management Limited (HLAM) processed a payment from her Self-Invested Personal Pension (SIPP) incorrectly. A one-off payment was processed as a regular payment. As such Mrs M’s tax code was altered and the tax ... (3 pages)View decision -
Decision Reference DRN-5226487
27 Feb 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5226487 The complaint Ms J has complained that Inter Partner Assistance SA (“IPA”) declined a claim made under her travel insurance policy. What happened The background to this complaint is well known to the parties and not in dispute. In summary Ms J was visiting one city in North ... (2 pages)View decision -
Decision Reference DRN-5313624
27 Feb 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5313624 The complaint Miss S complains about Motability Operations Limited’s response to her cancellation of the hire agreement under which a car had been supplied to her. What happened A new car was supplied to Miss S under a hire agreement with Motability Operations that she elect... (2 pages)View decision -
Decision Reference DRN-5262225
27 Feb 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5262225 The complaint Miss P complains about the communication received from Liverpool Victoria Insurance Company Limited trading as LV= when confirming the price of her car insurance policy. She was sent a letter showing the premium as being lower than the price she had already pai... (2 pages)View decision -
Decision Reference DRN-5362032
27 Feb 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5362032 The complaint Mr M complains that holiday accommodation was not of a satisfactory standard. Because he paid in part using his Lloyds Bank PLC credit card, he says that he has a claim against Lloyds in the same way as he has a claim against the supplier of the accommodation. ... (4 pages)View decision -
Decision Reference DRN-5361538
27 Feb 2025 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-5361538 The complaint Miss H is unhappy that a car she acquired under a Personal Contract Purchase (“PCP”) from Toyota Financial Services (UK) PLC (“Toyota”) didn’t have a feature she’d been led to believe it had. What happened Miss H attended a dealership with the intention of upg... (5 pages)View decision -
Decision Reference DRN-5276668
27 Feb 2025 U K Insurance Limited UpheldInsuranceDRN-5276668 The complaint Miss H is unhappy with the way UKI Insurance Limited (UKI) handled a claim under her motor insurance policy, as well as the renewal of the policy, and general delays and poor service. What happened The following is intended as a brief summary of events, as the... (4 pages)View decision
