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 360264 results
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Decision Reference DRN-4170731
24 Jan 2024 Vacation Finance Limited Not upheldConsumer CreditDRN-4170731 The complaint Mrs A and Mr M complain that Vacation Finance Limited won’t refund to them the money that they paid for a holiday club membership. They’re being represented in their complaint by a legal adviser. What happened Mrs A and Mr M entered into a membership application a... (6 pages)View decision -
Decision Reference DRN-4151692
24 Jan 2024 Vacation Finance Limited Not upheldConsumer CreditDRN-4151692 The complaint Mr and Mrs H complain that Vacation Finance Limited, trading as VFL Finance Solutions, won’t refund to them the money that they paid for some holiday club membership credits. They’re being represented in their complaint by a claims management company. What happene... (5 pages)View decision -
Decision Reference DRN-4572385
24 Jan 2024 Motors Insurance Company Limited UpheldInsuranceDRN-4572385 The complaint Mrs A is complaining that Motors Insurance Company Limited (MIC) hasn’t paid her anything after she made a claim on her Guaranteed Asset Protection (GAP) insurance policy. What happened In September 2018 Mrs A acquired a car and paid around £13,050 for it. She par... (3 pages)View decision -
Decision Reference DRN-4568862
24 Jan 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4568862 The complaint Mr W is unhappy with the security questions asked by Bank of Scotland plc (trading as “Halifax”) during calls on a particular day. What happened In July 2022 Mr W spoke to Halifax across several calls in one day. He was attempting to downgrade his accounts online,... (3 pages)View decision -
Decision Reference DRN-4564073
24 Jan 2024 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-4564073 The complaint Mrs C is unhappy that Volkswagen Financial Services (UK) Limited trading as SEAT Financial Services (‘SEAT’) are chasing her for an outstanding amount under a hire purchase agreement she had with them, after telling her the agreement had been cleared. Mrs C has be... (3 pages)View decision -
Decision Reference DRN-4413668
24 Jan 2024 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-4413668 The complaint Mrs H complains about the way in which Sainsburys Bank Plc handled her disputed transaction claim. She says the delay in sending a claim form resulted in her accepting a resolution from the supplier, which she feels was a partial settlement. What happened In Janua... (3 pages)View decision -
Decision Reference DRN-4312410
24 Jan 2024 Barclays Bank UK PLC Not upheldConsumer CreditDRN-4312410 The complaint Mr O complains Barclays Bank UK PLC removed his overdraft facility and made him repay it with a loan – without his consent. What happened Mr O had an overdraft facility on the current account he holds with Barclays. In late 2018, his account was over £11,000 overd... (3 pages)View decision -
Decision Reference DRN-4579209
24 Jan 2024 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-4579209 The complaint Mr C complains that Aviva Life & Pensions UK Limited (Aviva) hasn’t taken full account of the consequences of his personal pension having been mis-sold in the compensation it’s paid him. What happened Mr C was a member of a defined benefit (DB) pension scheme ... (3 pages)View decision -
Decision Reference DRN-4451231
24 Jan 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4451231 The complaint Mr C is unhappy that Bank of Scotland plc, trading as Halifax, blocked a purchase he tried to make and with the conduct of Halifax staff he spoke with about the matter. What happened Mr C called Halifax in advance of making a purchase with the aim of ensuring the ... (3 pages)View decision -
Decision Reference DRN-4568026
24 Jan 2024 ReAssure Life Limited Not upheldPensions and AnnuitiesDRN-4568026 The complaint Mr H complains that ReAssure Life Limited (ReAssure) caused him to suffer a financial loss by erroneously switching funds within his personal pension plan (PPP). He also disputes the basis on which ReAssure conducted a reversal calculation in an attempt to put him... (11 pages)View decision
