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-3501921
27 May 2022 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-3501921 The complaint Miss H complains Red Sands Insurance Company (Europe) Limited unfairly declined a claim she made on a pet insurance policy. What happened The details of the complaint are well known to both parties, so I won’t repeat the full details again here. Instead I’ll focus... (2 pages)View decision -
Decision Reference DRN-3501863
27 May 2022 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-3501863 The complaint Miss D is unhappy at Shop Direct Finance Company Limited’s trading as Very (“Shop Direct”) handling of her account when she experienced financial difficulties. What happened Miss D had a credit agreement with Shop Direct. In February 2017, due to a change in her f... (5 pages)View decision -
Decision Reference DRN-3163231
27 May 2022 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-3163231 The complaint Mr A is unhappy that Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (“VWFS”) reported adverse information to credit reference agencies (“CRA’s”) about his hire agreement. He said this resulted in a declined mortgage application. What... (4 pages)View decision -
Decision Reference DRN-3283780
27 May 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3283780 The complaint Mrs A is unhappy that Bank of Scotland plc (“BOS”) didn’t change her name correctly following her getting married. What happened Mrs A visited a BOS branch to change the name on her accounts to her married name, having recently got married, and took a copy of her ... (2 pages)View decision -
Decision Reference DRN-3499306
27 May 2022 PCF Bank Limited UpheldConsumer CreditDRN-3499306 The complaint Mr B complains that a used car he acquired with finance from PCF Bank Limited (“PCF”) is of unsatisfactory quality. What happened Mr B got this car under a conditional sale agreement (CSA) he took out with PCF in March 2021. In July 2021 (after the car had travell... (4 pages)View decision -
Decision Reference DRN-3503328
27 May 2022 Wirecard Card Solutions Limited UpheldBanking and PaymentsDRN-3503328 The complaint Mr J complains Wirecard Card Solutions Limited unfairly blocked his Pockit account and stopped him accessing his funds. He says they should return the funds and pay him compensation. What happened Mr J held a Pockit account. Each month he received a benefit paymen... (3 pages)View decision -
Decision Reference DRN-2823706
27 May 2022 Bamboo Limited UpheldConsumer CreditDRN-2823706 The complaint Ms M complains Bamboo Limited irresponsibly lent to her. Ms M is represented by a claims management company; but for ease I’ll refer to all submissions as if they were made by her directly. What happened Bamboo approved Ms M for a £3,500 loan in March 2019. The te... (3 pages)View decision -
Decision Reference DRN-3502797
27 May 2022 DAS Legal Expenses Insurance Company Limited UpheldInsuranceDRN-3502797 The complaint Mr M has complained that DAS Legal Expenses Insurance Company Limited trading as DAS acted unfairly when it declined a claim he made under his legal expenses insurance policy. For the sake of clarity when I mention ‘DAS’ I mean the underwriter or any agents workin... (4 pages)View decision -
Decision Reference DRN-3499531
27 May 2022 Alexander David Securities Limited UpheldPensions and AnnuitiesDRN-3499531 The complaint Mr L has complained, through his representative, about the shares he bought through Templeton Securities Limited (an appointed representative of Alexander David Securities Limited). The representative has said that the firm’s failings resulted in Mr L investing in... (20 pages)View decision -
Decision Reference DRN-3420686
27 May 2022 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3420686 The complaint Mrs G is unhappy with how PayPal (Europe) Sarl et Cie SCA dealt with a dispute she raised under its buyer protection policy. What happened On 4 December 2021 Mrs G has explained she purchased a washing machine and a dishwasher from an online retailer. And, paid fo... (4 pages)View decision
