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 342371 results
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Decision Reference DRN-4898753
9 Jul 2024 esure Insurance Limited UpheldInsuranceDRN-4898753 The complaint Miss S has complained about the service she received from esure Insurance Limited under her motor policy, following an accident. What happened Miss S said she was driving down a country lane with her terminally ill father taking him out for a drive in her parents’... (5 pages)View decision -
Decision Reference DRN-4898962
9 Jul 2024 Bank of Ireland (UK) Plc Not upheldMortgagesDRN-4898962 The complaint Mr and Mrs B complain that the duration of the fixed interest rate product on their mortgage with Bank of Ireland (UK) Plc (BOI) will not last as long as they were led to believe What happened In December 2019, Mr and Mrs B applied for a mortgage with BOI. The mor... (3 pages)View decision -
Decision Reference DRN-4879837
9 Jul 2024 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-4879837 The complaint Mr E has complained to us about Mr E has complained to us about a hire agreement with Mercedes-Benz Financial Services UK Limited trading as Mercedes-Benz Finance (“MBFS”). What happened In November 2021 Mr E entered into a hire agreement for a new van. The van wa... (5 pages)View decision -
Decision Reference DRN-4767481
9 Jul 2024 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-4767481 The complaint Mr O was unhappy with the performance of his pension plan and subsequently complained that Aviva Life & Pensions UK Limited (Aviva) invested his pension in a way he hadn’t consented to. He also believes it was at fault for not providing advice or communicating... (5 pages)View decision -
Decision Reference DRN-4774656
9 Jul 2024 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-4774656 The complaint Mr B complains about Volkswagen Financial Services (UK) Limited trading as Seat Financial Services’ (“VWFS”) actions, after he told it a change in his financial circumstances meant he may no longer be able to afford the repayments owed under his hire purchase agre... (4 pages)View decision -
Decision Reference DRN-4825599
9 Jul 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4825599 The complaint Mr M complains that National Westminster Bank Plc (“NatWest”) have failed to refund money that Mr M lost as part of an investment scam. What happened Mr M’s sister had been contacted by a scammer that I will call “B”. He says that his sister was encouraged by the ... (3 pages)View decision -
Decision Reference DRN-4801504
9 Jul 2024 Startline Motor Finance Limited UpheldConsumer CreditDRN-4801504 The complaint Mr R complains that Startline Motor Finance Limited (“Startline”) lent to him irresponsibly when it gave him a hire purchase (HP) agreement which he says he couldn’t afford. What happened Mr R took out an HP agreement for a vehicle with Startline in July 2018. It ... (3 pages)View decision -
Decision Reference DRN-4895168
9 Jul 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4895168 The complaint Mr B complains that Mitsubishi HC Capital UK Plc trading as Hitachi Capital Consumer Finance (“HC”) acted unfairly when considering their responsibilities under the Consumer Credit Act 1974 (“the CCA”) in relation to a loan they provided to fund a timeshare produc... (3 pages)View decision -
Decision Reference DRN-4837344
9 Jul 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4837344 The complaint Mrs F complained that Barclays Bank UK PLC (trading as Barclaycard) held her responsible for a debt linked to a credit card she said she didn’t apply for. She wants compensation for the distress this has caused her. What happened Both sides are familiar with the c... (3 pages)View decision -
Decision Reference DRN-4384586
9 Jul 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4384586 The complaint Miss B complains AXA Insurance Plc unfairly declined her claim for damage to her property. AXA’s been represented by agents during the claim. For simplicity I’ve generally referred to the actions of the agents as being AXA’s own. What happened Miss B rents out a f... (8 pages)View decision