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-3241041
9 Jun 2022 MetLife Europe d.a.c. UpheldInsuranceDRN-3241041 The complaint Mr L is unhappy with the service he received from MetLife Europe d.a.c whilst it handled his claim. What happened Mr L had an accident policy with MetLife. He claimed on his policy following a diagnosis of an illness. His complaint is centred around the way he was... (2 pages)View decision -
Decision Reference DRN-3534164
9 Jun 2022 FCE Bank Plc UpheldConsumer CreditDRN-3534164 The complaint Mrs H complains about the amount she was required to pay to FCE Bank Plc trading as Ford Credit (FCE) when she voluntarily terminated her car finance agreement. What happened In April 2018, Mrs H entered into a 39 month personal contract purchase (PCP... (4 pages)View decision -
Decision Reference DRN-3294655
8 Jun 2022 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-3294655 The complaint Mr C complains about end of contract charges when his agreement with Mercedes-Benz Financial Services UK Limited ended. What happened In October 2019 Mr C was supplied with a car and entered into a contract hire agreement with MBFS. The contract reached maturity i... (2 pages)View decision -
Decision Reference DRN-3415183
8 Jun 2022 RCI Financial Services Limited UpheldConsumer CreditDRN-3415183 The complaint Mr K complains that a car acquired with finance from RCI Financial Services Limited trading as Nissan Finance wasn’t of satisfactory quality. What happened In August 2018 Mr K was supplied with a car and entered into a hire purchase agreement with RCI. At the poin... (4 pages)View decision -
Decision Reference DRN-3362190
8 Jun 2022 Virgin Media Mobile Finance Limited UpheldConsumer CreditDRN-3362190 The complaint Miss C complains that an iPhone acquired with finance from Virgin Media Mobile Finance Limited wasn’t of satisfactory quality. What happened In March 2020 Miss C was supplied with a phone and entered into a fixed sum loan agreement with VMMF. Miss C experienced is... (3 pages)View decision -
Decision Reference DRN-3466432
8 Jun 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3466432 The complaint Mr F is unhappy with the service he’s received from National Westminster Bank Plc (“NatWest”) surrounding his accounts being passed to NatWest’s recoveries team and the impact that this has had on his credit file. What happened Mr F had a loan account with NatWest... (3 pages)View decision -
Decision Reference DRN-3521366
8 Jun 2022 Lantern Debt Recovery Services Ltd UpheldConsumer CreditDRN-3521366 The complaint Mr P has complained about Lantern Debt Recovery Services Ltd pursuing him for a debt which he says is fraudulent. What happened This complaint is about a short-term loan which was taken out in November 2019. The last repayment was made in March 2020. It was sold t... (3 pages)View decision -
Decision Reference DRN-3428367
8 Jun 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3428367 The complaint Mrs M has complained that Monzo Bank Ltd registered a marker against her at CIFAS, the national fraud database. What happened In January 2021, Mrs M received some payments that she then passed on. It turned out these were fraudulent funds. Monzo closed Mrs M’s acc... (3 pages)View decision -
Decision Reference DRN-3208744
8 Jun 2022 J. Edward Sellars & Partners Limited UpheldInvestmentsDRN-3208744 The complaint Mrs R and the estate of Mr R complain that J. Edward Sellars & Partners Limited (ESPL) gave them unsuitable investment advice. They say the risk of the investments which were bought on their behalf was mis-represented, and as a result they ended up with more r... (13 pages)View decision -
Decision Reference DRN-3520423
8 Jun 2022 National Savings and Investments UpheldBanking and PaymentsDRN-3520423 The complaint Mr H complains about National Savings and Investments’ (“NS&I”) handling of his applications to purchase Premium Bonds and the service received when calling them. What happened Mr H made two separate applications to purchase Premium Bonds for his niece. On bot... (4 pages)View decision
