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 381082 results
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Decision Reference DRN-5005926
11 Feb 2025 Phoenix Life Limited Not upheldInvestmentsDRN-5005926 The complaint Mr and Mrs F complain that Phoenix Life Limited (‘PL’) didn’t properly charge fees or manage their mortgage endowment policy causing there to be a shortfall when it matured. What happened Mr and Mrs F received advice, from another firm, to take out a mortgage ... (5 pages)View decision -
Decision Reference DRN-5107039
11 Feb 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5107039 The complaint Miss M has complained that Creation Consumer Finance Ltd incorrectly told her that her account had been cleared, and this led her to take out other finance, causing financial hardship. What happened Miss M contacted Creation in January 2024, and was told that h... (2 pages)View decision -
Decision Reference DRN-4809460
11 Feb 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-4809460 The complaint Miss D has complained about how Volkswagen Financial Services (UK) Limited (‘VWFS’) handled her complaint about her car. What happened Miss D entered into a finance agreement with VWFS for a car. But in September 2023, a warning light came on, soon after a soft... (2 pages)View decision -
Decision Reference DRN-5278646
10 Feb 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5278646 The complaint Mr P is unhappy about the service he received from NewDay Ltd when he contacted them to query how he had exceeded the credit limit on his account. What happened Mr P holds a credit card account with NewDay. On 21 August 2024 Mr P contacted NewDay via online cha... (3 pages)View decision -
Decision Reference DRN-5161598
10 Feb 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5161598 The complaint Mr Y complains about the customer service that he’s received from Volkswagen Financial Services (UK) Limited, trading as Audi Financial Services, in connection with a hire purchase agreement under which a car was supplied to him. What happened A new car was sup... (4 pages)View decision -
Decision Reference DRN-5179983
10 Feb 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5179983 The complaint Mr K has complained that The Co-operative Bank Plc won’t refund transactions he says he didn’t make or otherwise authorise. What happened Both sides are most familiar with the case, so I’ll summarise things in brief. In March 2023, Mr K contacted The Co-op and ... (3 pages)View decision -
Decision Reference DRN-5246047
10 Feb 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5246047 The complaint Ms J complains that a car that was supplied to her under a finance agreement with CA Auto Finance UK Limited wasn’t of satisfactory quality. Her partner is also involved in her complaint. What happened A used car was supplied to Ms J under a finance agreement w... (4 pages)View decision -
Decision Reference DRN-5234847
10 Feb 2025 Prudential Pensions Limited Not upheldPensions and AnnuitiesDRN-5234847 The complaint Mr T has complained about the delays in Prudential Pensions Limited transferring his pension funds, along with the lack of an explanation as to how the cash sum was calculated. What happened The investigator who considered this matter set out the background and... (4 pages)View decision -
Decision Reference DRN-5268275
10 Feb 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5268275 The complaint Mr O complains that a car that was supplied to him under a conditional sale agreement with Santander Consumer (UK) plc, trading as Santander Consumer Finance, wasn’t of satisfactory quality. What happened A used car was supplied to Mr O under a conditional sale... (3 pages)View decision -
Decision Reference DRN-5272642
10 Feb 2025 Assurant General Insurance Limited Not upheldInsuranceDRN-5272642 The complaint Miss P complains that Assurant General Insurance Limited mishandled her claim on a mobile phone insurance policy. What happened Miss P had a mobile phone insured on a policy under which Assurant was responsible for dealing with any claim. The policy covered re... (2 pages)View decision
