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-4537788
15 Jul 2024 IG Index Limited UpheldInvestmentsDRN-4537788 The complaint Mr M complains that IG Index Limited (‘IG’) removed positions from his trading account and valued them at zero. He wants IG to reinstate the positions in his main trading account, or compensate him for the value he says he’s lost. What happened Mr M had a sprea... (5 pages)View decision -
Decision Reference DRN-4909236
15 Jul 2024 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-4909236 The complaint Mrs S complains about a hire purchase agreement by Volkswagen Financial Services (UK) Limited trading as Porsche Financial Services (“VWFS”). What happened In September 2022 Mrs S acquired a used car using a hire purchase agreement from VWFS. The term of the ag... (5 pages)View decision -
Decision Reference DRN-4879919
15 Jul 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4879919 The complaint Mrs B complains that Santander UK Plc incorrectly recorded transfers between her bank accounts. What happened Santander holds a Power of Attorney (POA) appointing Mrs B’s daughter (Mrs H) as one of her attorney’s. When Mrs H arranged for payments to be made bet... (2 pages)View decision -
Decision Reference DRN-4883795
15 Jul 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4883795 The complaint Mrs L complains that Bank of Scotland plc trading as Halifax treated two transactions for gift cards as cash transactions. She’s worried about the impact on her credit score. What happened Mrs L holds a credit card account with Halifax. On 15 December 2023 she ... (2 pages)View decision -
Decision Reference DRN-4742057
15 Jul 2024 Startline Motor Finance Limited Not upheldConsumer CreditDRN-4742057 The complaint Miss B complains that STARTLINE MOTOR FINANCE LIMITED (“Startline”) misrepresented her options when she sought to end a finance agreement with them. What happened Miss B took receipt of a used car in April 2021. She financed the deal through a hire purchase agr... (3 pages)View decision -
Decision Reference DRN-4907832
15 Jul 2024 AWP P&C S.A. Not upheldInsuranceDRN-4907832 The complaint Mr and Mrs Y have complained about the deductions AWP P&C SA made on a claim they made on a travel insurance policy. What happened Mr and Mrs Y booked a trip and bought the insurance at the same time. The holiday was due to start on 13 October 2023. Howeve... (2 pages)View decision -
Decision Reference DRN-4870663
15 Jul 2024 Loans 2 Go Limited Not upheldConsumer CreditDRN-4870663 The complaint Mr G says Loans 2 Go Limited irresponsibly lent to him. What happened Mr G took out a loan for £800 over 18 months on 25 May 2023 from Loans 2 Go. The monthly repayments were £164.44 and the total repayable was £2,959.52. He says he took out the loan over three... (3 pages)View decision -
Decision Reference DRN-4829468
15 Jul 2024 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-4829468 The complaint Mrs B is unhappy that a car supplied to her under a hire purchase agreement with Toyota Financial Services (UK) Plc trading as Redline Financial Services (Redline) was of an unsatisfactory quality. What happened In August 2023, Mrs B was supplied with a used c... (3 pages)View decision -
Decision Reference DRN-4808664
15 Jul 2024 Covea Insurance plc UpheldInsuranceDRN-4808664 The complaint Mr and Mrs C have complained about the way Covea Insurance plc has dealt with claims made under their buildings insurance policy. Reference to Covea includes its agents and representatives. And reference to Mrs C includes Mr C. What happened The circumstances... (4 pages)View decision -
Decision Reference DRN-4775206
15 Jul 2024 Zurich Insurance Company Ltd Not upheldInsuranceDRN-4775206 The complaint Mr S complains that Zurich Insurance Company Ltd has not settled a claim on a commercial property insurance policy. What happened Mr S owns the leasehold to the flat where he lives. Zurich provides the buildings insurance for the owner of the freehold and the l... (4 pages)View decision