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 365917 results
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Decision Reference DRN-5051634
30 Sep 2024 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5051634 The complaint Mrs H is unhappy with the way Volkswagen Financial Services (UK) Limited trading as Audi Financial Services compensated her after she acquired a faulty vehicle through a hire purchase agreement. What happened Mrs H obtained a brand new car from Volkswagen on 25... (4 pages)View decision -
Decision Reference DRN-4985101
30 Sep 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4985101 The complaint Miss A complains that HSBC UK Bank Plc has mishandled a payment it received for her debit card and as a result the money has been lost. What happened Miss A holds a debit card via an account with HSBC. In November 2020 Miss A used the card for a transaction wor... (2 pages)View decision -
Decision Reference DRN-4911803
30 Sep 2024 Watford Insurance Company Europe Limited UpheldInsuranceDRN-4911803 The complaint Mr B complains about the settlement Watford Insurance Company Europe Limited (WIC) paid following the theft of his vehicle, under his Commercial Vehicle Insurance policy. What happened The details of this complaint are well known to both parties, so I will not ... (3 pages)View decision -
Decision Reference DRN-5051979
30 Sep 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5051979 Complaint Mr and Mrs B are unhappy that Barclays Bank UK PLC didn’t refund their losses after they fell victim to a scam. Although these payments were made from a joint account, it was Mr B who interacted with the scammer and so I’ve generally referred to him in the text of ... (7 pages)View decision -
Decision Reference DRN-4813312
30 Sep 2024 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-4813312 The complaint Mr A complained because American Express Services Europe Ltd (Amex) refused to refund him for transactions he said he didn’t make. What happened On Monday 22 January 2024, Mr A contacted Amex. He said he’d just realised he’d lost his wallet, driving licence, A... (3 pages)View decision -
Decision Reference DRN-4739141
30 Sep 2024 First Response Finance Ltd Not upheldConsumer CreditDRN-4739141 The complaint Mr B is unhappy that a car supplied to him under a hire purchase agreement with First Response Finance Limited (First Response) was of an unsatisfactory quality. When I refer to what Mr B has said and what First Response have said, it should also be taken to i... (3 pages)View decision -
Decision Reference DRN-5026152
30 Sep 2024 St James's Place UK plc UpheldPensions and AnnuitiesDRN-5026152 The complaint Mr P has complained that he has suffered a financial loss as St James’s Place UK plc (SJP) has made mistakes when actioning the transfer of some of his pension benefits to another provider (Scheme A). He would like to be compensated for any financial loss he ha... (6 pages)View decision -
Decision Reference DRN-4906061
30 Sep 2024 Bank of Ireland (UK) Plc Not upheldConsumer CreditDRN-4906061 The complaint Mr S complains that Bank of Ireland (UK) Plc has charged him the wrong rate of interest for his loan. He recalls the interest rate on offer as being significantly lower. What happened In March 2022 Mr S applied for a loan with Bank of Ireland – he says this wa... (3 pages)View decision -
Decision Reference DRN-4790656
30 Sep 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4790656 The complaint H has complained about the delay by Royal & Sun Alliance Insurance Limited (RSA) in considering its claim under its commercial property insurance policy. It has also complained about RSA’s subsequent decision to avoid the policy and refuse its claim because... (2 pages)View decision -
Decision Reference DRN-4989031
30 Sep 2024 Vanquis Bank Limited UpheldConsumer CreditDRN-4989031 The complaint Ms E complains that Vanquis Bank Limited mishandled a loan account she held with it when she tried to make a settlement payment. This resulted in a missed payment marker on Ms E’s credit file which she says is an error and she would like it removed. What happen... (3 pages)View decision
