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 370904 results
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Decision Reference DRN-5621868
10 Jul 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5621868 The complaint Mrs E is unhappy that a vehicle supplied to her under a hire purchase agreement with CA Auto Finance UK Ltd (CAAF) was of an unsatisfactory quality and misdescribed. When I refer to what Mrs E has said and what CAAF have said, it should also be taken to includ... (4 pages)View decision -
Decision Reference DRN-5096202
10 Jul 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5096202 The complaint Mr R is unhappy that a car supplied to him under a hire purchase agreement with Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (Audi) was of an unsatisfactory quality. When I refer to what Mr R has said and what Audi have said, i... (4 pages)View decision -
Decision Reference DRN-5657851
10 Jul 2025 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-5657851 The complaint Dr W complains that Hargreaves Lansdown Asset Management Limited (‘HL’) is not correctly reporting interest that she earns on her Active Savings account that she holds with them. Dr W would also like HL to provide sufficient information on the tax certificates ... (3 pages)View decision -
Decision Reference DRN-5256125
10 Jul 2025 Aviva Life & Pensions UK Limited Not upheldInvestmentsDRN-5256125 The complaint Mrs R complains about the length of time that it took Aviva Life and Pensions UK Limited to transfer her investment ISA. Mrs R would now like Aviva to recompense her for the delays. What happened On 3 April 2024, Mrs R decided to move her investment ISA that sh... (3 pages)View decision -
Decision Reference DRN-5677036
10 Jul 2025 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-5677036 The complaint Mr B complains that Scottish Equitable Plc, trading as Aegon, took too long making the income payments to him from his pension. He also says that Aegon didn’t deduct the right amount of tax. Mr B would now like Aegon to recompense him for the interest he lost w... (7 pages)View decision -
Decision Reference DRN-5626255
10 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5626255 The complaint Mr P complains that National Westminster Bank Plc (NWB) reduced his credit limit when he requested a pause on his loan and credit card repayments. What happened Mr P holds a credit card account with NWB. Mr P contacted NWB in January 2024 and asked if he could ... (2 pages)View decision -
Decision Reference DRN-5334764
10 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5334764 The complaint Miss R complains that Barclays Bank UK PLC unfairly loaded a marker about her at Cifas, the national fraud database. What happened Miss R had an account with Barclays. In December 2019, Barclays closed Miss R’s account. They’d been made aware her account had r... (4 pages)View decision -
Decision Reference DRN-5685193
10 Jul 2025 Legal and General Assurance Society Limited UpheldInsuranceDRN-5685193 The complaint Mrs C complained about how a claim was handled by Legal and General Assurance Society Limited on a life assurance policy. What happened Both parties know the history of the complaint in detail and so I won’t repeat them here. To summarise, Mrs C raised a claim ... (3 pages)View decision -
Decision Reference DRN-5619472
10 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5619472 The complaint Mr N complains that Bank of Scotland plc trading as Halifax incorrectly allocated a payment to his wife’s credit card account instead of his account. What happened Mr N holds a credit card account with Halifax. On 12 December 2024 Mr N’s partner went to the loc... (2 pages)View decision -
Decision Reference DRN-5594649
10 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5594649 The complaint Miss U is unhappy that National Westminster Bank Public Limited Company (“NatWest”} didn’t make her aware of what would happen if she missed a payment on her repayment plan. Miss U is also unhappy with the level of contact attempted by NatWest regarding her rep... (4 pages)View decision
