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 360982 results
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Decision Reference DRN-5138776
12 Nov 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5138776 The complaint Mrs H complains that Revolut Ltd didn’t do enough to prevent her losing money to a scam. What happened The background to the complaint is known to both parties and so I won’t repeat it at length here. Mrs H says she has lost a significant sum of money as the r... (3 pages)View decision -
Decision Reference DRN-4924627
12 Nov 2024 Lex Autolease Ltd Not upheldConsumer CreditDRN-4924627 The complaint Mrs Y complains that a charge made by Lex Autolease Ltd trading as Lex Autolease (“Lex”) on a hire agreement is unfair. What happened Mrs Y hired a car from Lex in March 2022 although the car wasn’t supplied until May 2023. In March 2024 Lex issued an invoice t... (3 pages)View decision -
Decision Reference DRN-4848319
12 Nov 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4848319 The complaint Mr B complains about the quality of repairs Aviva Insurance Limited (“Aviva”) carried out to his car after he made a claim against his car insurance policy. What happened In May 2023 Mr B’s car was damaged after being hit in the rear. Aviva arranged to carry o... (3 pages)View decision -
Decision Reference DRN-5139853
12 Nov 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5139853 The complaint Mr S complains that BMW Financial Services(GB) Limited trading as ALPHERA Financial Services (”BMWFS”) supplied him with a car that wasn’t of satisfactory quality. What happened In January 2024, Mr S acquired a used car with BMWFS using a hire purchase agreeme... (6 pages)View decision -
Decision Reference DRN-5139820
12 Nov 2024 Helvetia Global Solutions Ltd UpheldInsuranceDRN-5139820 The complaint Mr D complains about Helvetia Global Solutions Limited’s (“Helvetia”) handling of his vehicle breakdown insurance claim. References to Helvetia include its agents. What happened Mr D’s van broke down while he was holidaying in France. He reported this to Helv... (4 pages)View decision -
Decision Reference DRN-4959763
12 Nov 2024 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-4959763 The complaint Mr S complains about the administration of his hire purchase agreement with Toyota Financial Services (UK) PLC trading as Toyota Financial Services (‘Toyota FS’). He says that he was not provided with a copy of the finance agreement, and he did not sign it. He ... (4 pages)View decision -
Decision Reference DRN-5139730
12 Nov 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5139730 The complaint Mr M is complaining about NewDay Ltd because he says it lent irresponsibly by providing him with three separate credit cards and increasing the credit limit on each account. What happened Mr M opened the following credit card accounts with NewDay: Aqua – ope... (5 pages)View decision -
Decision Reference DRN-5065058
12 Nov 2024 Insurance Factory Ltd Not upheldInsuranceDRN-5065058 The complaint Mr G complains that Insurance Factory Ltd did not make it clear to him when he bought his pet insurance policy how much the premiums would increase in future. What happened Mr G bought a pet insurance policy for his cat in February 2022. Insurance Factory was r... (2 pages)View decision -
Decision Reference DRN-5138468
12 Nov 2024 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-5138468 The complaint Mr H is unhappy Transunion International UK Limited are reporting incorrect information on his credit file, are unfairly holding data about him and that they haven’t added notices of correction (NoC’s) to his credit file. What happened Mr H complained to Trans... (4 pages)View decision -
Decision Reference DRN-4968664
12 Nov 2024 Creation Financial Services Limited Not upheldBanking and PaymentsDRN-4968664 The complaint Mr T complains that Creation Financial Services Limited hasn’t provided the requested breakdown of the interest charges, and how they were calculated for the period from the initiation of a 0% balance transfer in December 2022, on his credit card account. What ... (3 pages)View decision
