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 357004 results
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Decision Reference DRN-4801573
16 May 2024 Intelligent Money Ltd UpheldPensions and AnnuitiesDRN-4801573 The complaint Mr D has complained that Intelligent Money Ltd failed to act fairly and reasonably in its dealings with him. And that it failed to carry out sufficient due diligence on the companies he invested with. What happened I've outlined the key parties involved in M... (59 pages)View decision -
Decision Reference DRN-4508546
16 May 2024 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-4508546 The complaint Mrs H complains about the way in which Volkswagen Financial Services (UK) Limited (“VWFS”) handled her request to voluntary terminate her agreement. What happened In March 2022 Mrs H was supplied with a car and entered into a hire purchase agreement with VWFS. The... (3 pages)View decision -
Decision Reference DRN-4632528
16 May 2024 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-4632528 The complaint R, a business, complain that The National Farmers' Union Mutual Insurance Society Limited (“NFU”) has unfairly declined a claim under their commercial property insurance policy. What happened R made a claim for storm damage in January 2021. NFU accepted the c... (2 pages)View decision -
Decision Reference DRN-4605598
16 May 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4605598 The complaint Ms B complains that Santander UK Plc (“Santander”) won’t refund over £7,000 she lost to an investment scam beginning in April 2023. The details of this complaint are well known to both parties, so I won’t repeat everything again here. Instead, I will focus on givi... (2 pages)View decision -
Decision Reference DRN-4403829
16 May 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4403829 The complaint Mr L complains about HSBC UK Bank Plc. He says that HSBC didn’t do enough to protect him when he became the victim of a scam and would like it to refund him the money he has lost. What happened The details of what happened are well known to both parties, so I won’... (3 pages)View decision -
Decision Reference DRN-4619431
16 May 2024 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-4619431 The complaint Mr S complains about a number of issues relating to his car finance agreements with Volkswagen Financial Services (UK) Limited (VWFS). What happened The background to this complaint is well known to both parties so I won’t repeat them again. Instead I will focus o... (6 pages)View decision -
Decision Reference DRN-4590950
16 May 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4590950 The complaint Mr G complained that Barclays Bank UK PLC (“Barclays”) wrote to him incorrectly stating he’d cancelled a standing order payment to one of his creditors. Mr G was concerned the cancelled payment could have led to a default or bailiffs being sent to his home. Mr G i... (4 pages)View decision -
Decision Reference DRN-4664161
16 May 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4664161 The complaint S, a limited company, complains that TSB Bank plc failed to close its account when requested. S has been represented in this complaint by its director, Mr B. What happened In mid-October 2022 Mr B wrote to TSB to say he was dissatisfied with its handling of S’s ac... (3 pages)View decision -
Decision Reference DRN-4774263
16 May 2024 Helvetia Global Solutions Ltd UpheldInsuranceDRN-4774263 The complaint Miss C’s complaint is about a claim she made on her Helvetia Global Solutions Ltd (‘Helvetica’) mobile phone insurance policy. Miss C says Helvetica treated her unfairly. All references to Helvetica include their claims handlers. What happened Miss C made a claim ... (3 pages)View decision -
Decision Reference DRN-4782835
16 May 2024 Aviva Insurance Limited UpheldInsuranceDRN-4782835 The complaint Ms S is unhappy with the service she received from Aviva Insurance Limited when she claimed on her private medical insurance policy. What happened Ms S made a claim on her private medical insurance policy. She is unhappy because she says Aviva has wrongfully withh... (2 pages)View decision
