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 125400 results
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Decision Reference DRN-4691127
8 Oct 2024 AXA Insurance Plc UpheldInsuranceDRN-4691127 The complaint Ms S complains that AXA Insurance Plc delayed dealing with a claim on her commercial property insurance, which led to her being unable to rent the property and caused a loss of rent. What happened Ms S owns a property which she lets out to tenants. In July 2022... (3 pages)View decision -
Decision Reference DRN-4921569
8 Oct 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4921569 The complaint Mrs M complains about the quality of a car supplied to her by BMW Financial Services(GB) Limited trading as ALPHERA Financial Services (“BMWFS”). What happened Mrs M acquired a used car under a 43 month hire purchase agreement with BMWFS in November 2023. The c... (5 pages)View decision -
Decision Reference DRN-5068061
8 Oct 2024 Westerby Trustee Services Limited UpheldPensions and AnnuitiesDRN-5068061 The complaint Mr M complains that Westerby Trustee Services Limited (‘Westerby’) should have completed more checks before accepting his application from Abana Unipessoal Lda (‘Abana’), for a Self-Invested Personal Pension (‘SIPP’). Mr M’s employer transferred £50,000 direct... (42 pages)View decision -
Decision Reference DRN-4705160
8 Oct 2024 Telefonica UK Limited UpheldConsumer CreditDRN-4705160 The complaint Mrs C complains that Telefonica UK Limited trading as O2 (“Telefonica”) failed to provide the goods in relation to two fixed sum loans she entered into and treated her unfairly in relation to another. What happened Mrs C entered into three fixed sum loans with... (3 pages)View decision -
Decision Reference DRN-5050337
8 Oct 2024 Nationwide Building Society UpheldConsumer CreditDRN-5050337 The complaint Miss C complains that Nationwide Building Society (“Nationwide”) irresponsibly agreed loans for her. What happened Nationwide agreed a loan of £15,000 for Miss C in late November 2019. The total amount owed was £19,824 to be repaid at £236 a month over 84 mont... (7 pages)View decision -
Decision Reference DRN-5068047
8 Oct 2024 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5068047 The complaint Miss A complains about a car supplied to her under a conditional sale agreement by Moneybarn No.1 Limited. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my informal remi... (5 pages)View decision -
Decision Reference DRN-5033352
8 Oct 2024 Bank of Scotland Plc UpheldMortgagesDRN-5033352 The complaint Mr M complains that Bank of Scotland plc trading as Birmingham Midshires (BM) failed to collect direct debits properly, leading to his mortgage going into arrears. What happened Mr M had a residential mortgage with BM. He had been in a small amount of arrears d... (9 pages)View decision -
Decision Reference DRN-5066249
8 Oct 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5066249 The complaint Mr D complains about the service he received from Barclays Bank UK PLC (“Barclays”) when he tried to open an account. What happened In April, Mr D applied online for a current account with Barclays. He encountered numerous difficulties, beginning with an error... (3 pages)View decision -
Decision Reference DRN-5059464
8 Oct 2024 The Royal London Mutual Insurance Society Limited UpheldPensions and AnnuitiesDRN-5059464 The complaint Mr B has complained about the administration of his pension plan by The Royal London Mutual Insurance Society Limited (Royal London). He is concerned that it has not provided him with the evidence to support its action in applying a retrospective charge to his ... (4 pages)View decision -
Decision Reference DRN-4952734
8 Oct 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4952734 The complaint Miss B (represented by Mr B) complains that Admiral Insurance (Gibraltar) Limited (Admiral) refused her motor insurance after an accident which wasn’t her fault. What happened Miss B had an accident which she says wasn’t her fault. She didn’t claim on her insur... (2 pages)View decision
