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 118878 results
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Decision Reference DRN-3418012
10 Jun 2022 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-3418012 The complaint Mr F is unhappy that a car supplied to him under a hire purchase agreement with Volkswagen Financial Services (UK) Limited (VWFS) was of an unsatisfactory quality. Mr F is being represented in this complaint by his daughter. However, for ease of reference, I’ll on... (3 pages)View decision -
Decision Reference DRN-3492116
10 Jun 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3492116 The complaint Mr C complains that National Westminster Bank Plc (NatWest) hasn’t provided him with his funds from his closed account after the cheque that was issued was lost. He says he has spent hours on calls and in branch trying to get his money. What happened Mr C had an a... (2 pages)View decision -
Decision Reference DRN-3479643
10 Jun 2022 Ulster Bank Ltd UpheldBanking and PaymentsDRN-3479643 The complaint Mr H complains that Ulster Bank Ltd retained his information without permission after it failed to close a credit card account. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: Mr H was a cu... (3 pages)View decision -
Decision Reference DRN-3536452
10 Jun 2022 Covea Insurance plc UpheldInsuranceDRN-3536452 The complaint Mr B, through a company “6”, has complained about how Covea Insurance plc dealt with a claim under a commercial insurance policy. For ease, I will only refer to Mr B. What happened Mr B had a flood at a property he owned. Covea carried out repairs. Shortly after t... (3 pages)View decision -
Decision Reference DRN-3492282
10 Jun 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3492282 The complaint Mr W has complained that Santander UK Plc (“Santander”) agreed to extend his interest free overdraft and then went back on this decision. He says it was unfair to continue to apply charges to his account when he was in financial difficulty. What happened Mr W held... (3 pages)View decision -
Decision Reference DRN-3093043
10 Jun 2022 Honda Finance Europe Plc UpheldConsumer CreditDRN-3093043 The complaint Miss S complains that a car acquired under a hire purchase agreement with Honda Finance Europe Plc (Honda Finance) wasn’t of satisfactory quality. What happened In August 2020, Miss S acquired a new electric car from Honda Finance under a hire purchase agreement. ... (4 pages)View decision -
Decision Reference DRN-3290443
10 Jun 2022 Quilter Financial Planning Solutions Limited UpheldPensions and AnnuitiesDRN-3290443 The complaint Mr B complains about advice he was given to transfer the benefits from his defined-benefit (DB) occupational pension scheme (OPS) to a personal pension plan. He says the advice was unsuitable for him and believes this has caused him a financial loss. Quilter Finan... (7 pages)View decision -
Decision Reference DRN-3516228
10 Jun 2022 esure Insurance Limited UpheldInsuranceDRN-3516228 The complaint Mr B’s unhappy with the amount esure Insurance Limited (EIL) has paid for a claim made on his car insurance policy. All references in this decision to EIL include its appointed administrative agents. What happened In response to Mr B’s claim with EIL following a r... (3 pages)View decision -
Decision Reference DRN-3537106
10 Jun 2022 Sense Network Limited UpheldInvestmentsDRN-3537106 The complaint Mr and Mrs R complained that Sense Network Limited (‘Sense’) incorrectly told Mrs R she couldn’t claim on a serious illness policy, and then mis-sold a protection policy to them. What happened The background to this complaint is well known to both parties. So, I’l... (7 pages)View decision -
Decision Reference DRN-3534602
10 Jun 2022 Vanquis Bank Limited UpheldBanking and PaymentsDRN-3534602 The complaint Miss M complains that Vanquis Bank Limited lent irresponsibly when it approved her credit card and later increased the credit limit. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: In Augus... (3 pages)View decision
