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-3473973
7 Jun 2022 Saxton 4x4 Limited UpheldInsuranceDRN-3473973 The complaint Mrs M complained that Saxton 4x4 Limited (“Saxton”) unfairly declined her claim under her motor vehicle warranty and there were some aspects of poor customer service experienced. Mrs M was represented during this claim, but for ease and simplicity, I will only ref... (3 pages)View decision -
Decision Reference DRN-3484935
7 Jun 2022 Apple Distribution International Limited UpheldInsuranceDRN-3484935 The complaint Mr A has complained that Apple Distribution International (Apple) sold him an insurance policy which it later cancelled without telling him. What happened Mr A bought a watch on an online marketplace. He then contacted Apple to take out a policy to cover his watch... (2 pages)View decision -
Decision Reference DRN-3201400
7 Jun 2022 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-3201400 The complaint Ms A complains Volkswagen Financial Services (UK) Limited (“VWFS”) didn’t treat her fairly when her income was impacted by the pandemic. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I will... (2 pages)View decision -
Decision Reference DRN-3520358
7 Jun 2022 esure Insurance Limited UpheldInsuranceDRN-3520358 The complaint Mr and Mrs M complain that their home insurer, esure Insurance Limited, and its contractors caused huge problems with their subsidence claim and failed to take remedial action causing them to live in a state of disrepair for ten years. They also complain that they... (5 pages)View decision -
Decision Reference DRN-3494273
7 Jun 2022 Madison CF UK Limited UpheldConsumer CreditDRN-3494273 The complaint Mr H complains that Madison CF UK Limited trading as 118 118 Money (“MCF”) lent to him in an irresponsible manner. What happened Mr H was given a loan by MCF in April 2021. He borrowed £4,000 that he agreed to repay in 60 monthly instalments. It appears that Mr H ... (3 pages)View decision -
Decision Reference DRN-3519259
7 Jun 2022 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-3519259 The complaint Ms O is unhappy Marks & Spencer Financial Services plc (M&S) hasn’t reimbursed the funds she lost to two investment scams. What happened Ms O was contacted by two different investment firms. Ms O says she wasn’t looking to gamble any money, but was advised... (4 pages)View decision -
Decision Reference DRN-3396884
7 Jun 2022 Inter Partner Assistance SA UpheldInsuranceDRN-3396884 The complaint Mr O complains that Inter Partner Assistance SA (IPA) damaged his van and caused a fire when trying to repair it when he claimed on his roadside assistance policy. What happened Mr O held a roadside assistance policy with IPA. Mr O’s van broke down, so he called I... (2 pages)View decision -
Decision Reference DRN-3394910
7 Jun 2022 Capital One (Europe) plc UpheldBanking and PaymentsDRN-3394910 The complaint Ms G has complained that Capital One (Europe) plc irresponsibly lent to her. What happened Ms G opened a credit card account with Capital One in April 2019. Her credit limit was initially £200. In June 2021 her credit limit was increased to £450. Ms G, through her... (4 pages)View decision -
Decision Reference DRN-3453991
7 Jun 2022 The Co-operative Bank Plc UpheldMortgagesDRN-3453991 The complaint Mr D and Ms H complain that they had to pay an early repayment charge (ERC) because they were unable to port their mortgage with The Co-operative Bank Plc trading as Platform within a reasonable time. What happened Mr D and Ms H had a mortgage with Platform. In 20... (4 pages)View decision -
Decision Reference DRN-3517246
7 Jun 2022 BPO Collections Limited UpheldConsumer CreditDRN-3517246 The complaint Miss M complains that BPO Collections Limited contacted her about someone else’s debt. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: Another business (C) appointed BPO to act as debt coll... (3 pages)View decision
