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 380824 results
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Decision Reference DRN-5098821
23 Oct 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5098821 The complaint Mrs P complains about a credit agreement she took out with Creation Consumer Finance Ltd in relation to some home energy improvements. More specifically, that Creation did not accept her claims under s.75 and s.140A of the Consumer Credit Act. What happened In ... (9 pages)View decision -
Decision Reference DRN-4981596
23 Oct 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4981596 The complaint A charity which I’ll call ‘H’ complains that Barclays Bank UK Plc behaved unreasonably when completing its banking checks. The complaint is brought on H’s behalf by one of its trustees, Ms W. She is represented by Ms N, so for ease, I’ll refer to Ms N through... (4 pages)View decision -
Decision Reference DRN-5099646
23 Oct 2024 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5099646 Complaint Miss M is unhappy with what CA Auto Finance UK Ltd (“CA Auto”) has agreed to do to put things right for her after supplying her with a car that it accepts wasn’t of satisfactory quality through a hire-purchase agreement. Background In October 2023, CA Auto provide... (5 pages)View decision -
Decision Reference DRN-4743272
23 Oct 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4743272 The complaint Mr W complains that Starling Bank Ltd (‘Starling’) won’t refund the money he paid a tradesperson for unsatisfactory work. What happened In April 2021, Mr W wanted to convert a building on his property to accommodation suitable for holiday lets. He used an onli... (4 pages)View decision -
Decision Reference DRN-4922648
23 Oct 2024 National House-Building Council Not upheldInsuranceDRN-4922648 The complaint Mr S and Miss E have complained about their building warranty insurer National House- Building Council (NHBC) regarding repairs it undertook to their home. What happened NHBC provides a defects and damage warranty for Mr S and Miss E’s home. In 2015 it began ... (3 pages)View decision -
Decision Reference DRN-4845467
23 Oct 2024 AXA XL Insurance Company UK Limited UpheldInsuranceDRN-4845467 The complaint Mr S and Mrs Z have complained about their building warranty provider AXA XL Insurance Company UK Limited because it declined their claim when damage occurred to their home caused by rain coming in through the property’s roof. What happened Mr S and Mrs Z note... (2 pages)View decision -
Decision Reference DRN-5068051
23 Oct 2024 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5068051 Complaint Miss B complains that Volkswagen Financial Services UK Limited (trading as “Audi” Financial Services) unfairly entered into a hire-purchase agreement with her. She’s said the agreement was unaffordable and so she shouldn’t have been accepted for it. Miss B is bein... (3 pages)View decision -
Decision Reference DRN-5099633
23 Oct 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5099633 The complaint Mr G has complained about his home insurer Royal & Sun Alliance Insurance Limited (RSA) regarding its delay and poor handling of his water leak claim. What happened There was a leak in an underground pipe at Mr G’s home in spring 2022. It took some time fo... (3 pages)View decision -
Decision Reference DRN-5066560
22 Oct 2024 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5066560 The complaint Ms S complains about Red Sands Insurance Company (Europe) Limited (“Waggel”) for declining her claim for her pet’s treatment. She wants Waggel to reimburse her vet’s costs. What happened Ms S owns a pet dog, M, and insured him with Waggel. Prior to living with ... (3 pages)View decision -
Decision Reference DRN-5040331
22 Oct 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-5040331 The complaint Ms A complains that Marshmallow Insurance Limited unfairly cancelled her motor insurance policy. What happened For the year from mid-November 2023, Ms A had a comprehensive policy with Marshmallow. It covered her as policyholder and another person - Mr A - as ... (3 pages)View decision
