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-5128652
6 Nov 2024 Vacation Finance Limited UpheldConsumer CreditDRN-5128652 The complaint Mr and Mrs L’s complaint is, in essence, that Vacation Finance Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’), (2) ... (12 pages)View decision -
Decision Reference DRN-4832556
6 Nov 2024 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-4832556 The complaint Mr A has complained about the transfer of his pension held with Aviva Life & Pensions UK Limited (Aviva) to the DataSpec Pension Scheme (the Scheme) in 2012. The Scheme was subsequently found to be fraudulent and as a result of this Mr A feels it is very li... (9 pages)View decision -
Decision Reference DRN-5067920
6 Nov 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5067920 The complaint Mr S and his daughter Miss S complain that Admiral Insurance (Gibraltar) Limited mishandled a claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a luxury saloon car, first registered in 2016. M... (3 pages)View decision -
Decision Reference DRN-5088180
6 Nov 2024 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5088180 The complaint Mr L’s complained that Aviva Life & Pensions UK Limited have declined to pay his claim following a terminal cancer diagnosis. What happened In 2009, Mr L bought a life insurance policy with a term of 15 years. In 2011, he bought a second policy, also with ... (3 pages)View decision -
Decision Reference DRN-5097971
6 Nov 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5097971 The complaint Mr M is unhappy with the service he received from National Westminster Bank Plc. Mr M wanted his account statements for the past few months and NatWest was unable to deal with the request in a quick and simple way. Mr M said this caused him financial loss and o... (3 pages)View decision -
Decision Reference DRN-4765440
6 Nov 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4765440 The complaint Mr O complains that American Express Services Europe Limited (AESEL) did not properly pursue a chargeback and misled him about making a claim under section 75 Consumer Credit Act 1974 (“S.75). What happened Mr O and his wife wished to take an international retu... (2 pages)View decision -
Decision Reference DRN-5038666
6 Nov 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5038666 The complaint The representative of B complains that Lloyds Bank PLC (“Lloyds”) is refusing to refund B the amount he claims B lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail... (2 pages)View decision -
Decision Reference DRN-4729250
6 Nov 2024 Project Solar UK Ltd Not upheldConsumer CreditDRN-4729250 The complaint Mrs P complains that Project Solar UK Ltd (“Project Solar”) misled her about the financial benefits she could expect from a solar panel system that they sold to her. What happened In July 2018, Mrs P bought a solar panel system (“the system”) from Project Solar... (6 pages)View decision -
Decision Reference DRN-4679656
6 Nov 2024 Stellantis Financial Services UK Limited Not upheldConsumer CreditDRN-4679656 The complaint Miss D complains about the quality of a car supplied to her by Stellantis Financial Services UK Limited trading as Vauxhall Finance (“SFS”). What happened Miss D acquired a used car under a 60 month conditional sale agreement with SFS in October 2022. The car c... (4 pages)View decision -
Decision Reference DRN-4765626
6 Nov 2024 Lowell Financial Ltd Not upheldConsumer CreditDRN-4765626 The complaint Mr P complains that Lowell Financial Ltd (Lowell) are incorrectly reporting a default on his credit file after it agreed to a medical write off of his account. What happened Mr P had a credit card account with a company I’ll call A for the purposes of this deci... (2 pages)View decision
