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 367928 results
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Decision Reference DRN-4680857
7 Nov 2024 Barclays Bank Plc UpheldInvestmentsDRN-4680857 The complaint Mrs J complains she was misled by Barclays Bank Plc (trading as Barclays Smart Investor) in respect of her eligibility to take up an offer to purchase further shares. She says this has prevented her from receiving future profits as she wasn’t able to take up he... (4 pages)View decision -
Decision Reference DRN-5090582
7 Nov 2024 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5090582 The complaint Mr A complains through a representative that Santander Consumer (UK) Plc (“Santander”) gave him a conditional sale agreement without carrying out a sufficient affordability assessment. What happened In July 2019, Santander provided Mr A with a conditional sale... (4 pages)View decision -
Decision Reference DRN-5062079
7 Nov 2024 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5062079 The complaint Mr M complains that Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (“VWFS”) delivered a car to him that wasn’t as described. What happened Mr M entered into a hire purchase agreement with VWFS for a used car in November 2023. The... (3 pages)View decision -
Decision Reference DRN-5130595
7 Nov 2024 Inter Partner Assistance SA UpheldInsuranceDRN-5130595 The complaint Mr and Mrs S complain that Inter Partner Assistance SA (“IPA”) unfairly dealt with a home emergency insurance claim after they lost hot water at home. What happened This dispute is well known to the parties so I won’t comment in detail here. But for brief conte... (3 pages)View decision -
Decision Reference DRN-4998373
7 Nov 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4998373 The complaint O, a limited company, complains National Westminster Bank Plc unfairly declined its application for an overdraft. O is represented by Mr H, a director. I will refer to both O and Mr H in my decision. What happened The facts of the complaint are well known to ... (3 pages)View decision -
Decision Reference DRN-5076683
7 Nov 2024 Vitality Health Limited Not upheldInsuranceDRN-5076683 The complaint Mr H complains about the way Vitality Health Limited handled a claim he made on a group private medical insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I think are the key ... (4 pages)View decision -
Decision Reference DRN-4960461
7 Nov 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4960461 The complaint Mr U complains that American Express Services Europe Limited (AESEL) charged him £240.71 interest for a credit card repayment which was only a couple of hours late. What happened Mr U says that as he was travelling, his payment to his Amex card was late by a co... (3 pages)View decision -
Decision Reference DRN-5075919
7 Nov 2024 Marshall Wooldridge Limited Not upheldInsuranceDRN-5075919 The complaint E1 and E2, limited companies, represented by one of their directors, Mr D, have complained about their motor fleet insurance broker, Marshall Wooldridge Limited. E1 and E2 think the policy, in respect of one of the vehicles covered was mis-sold, or that they we... (3 pages)View decision -
Decision Reference DRN-5125290
7 Nov 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5125290 The complaint Mr V is unhappy because Barclays Bank UK Plc trading as Barclaycard (‘Barclaycard’) reported to the Credit Reference Agencies (‘CRAs’) that he’d withdrawn £50 on his credit card when he’d done this by mistake and paid it back the same day. Mr V wants the marker... (3 pages)View decision -
Decision Reference DRN-4988623
7 Nov 2024 One Call Insurance Services Limited Not upheldInsuranceDRN-4988623 The complaint Mr F complains about charges collected by One Call Insurance Service Limited (“One Call”) after his car insurance policy was cancelled. What happened In December 2023 Mr F took out a car insurance policy online. The policy was arranged and administered by One C... (3 pages)View decision
