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 123872 results
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Decision Reference DRN-5720237
28 Jul 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5720237 The complaint Mr S complains about a car supplied under a hire purchase agreement, provided by BMW Financial Services(GB) Limited trading as ALPHERA Financial Services (‘BMWFS’). What happened Around March 2024 Mr S acquired a used car under a hire purchase agreement with BM... (8 pages)View decision -
Decision Reference DRN-5719205
28 Jul 2025 Legal & General (Portfolio Management Services) Ltd UpheldPensions and AnnuitiesDRN-5719205 The complaint Ms F has complained, on behalf of her daughter Miss F, about the decision Legal & General (Portfolio Management Services) Ltd (‘L&G’) made in respect of the death benefits payable to her under two pensions held by her late father. What happened The late... (4 pages)View decision -
Decision Reference DRN-5703606
28 Jul 2025 Aviva Insurance Limited UpheldInsuranceDRN-5703606 The complaint Miss K is complaining about the way Aviva Insurance Limited has handled a claim she made on her buildings insurance policy. She’s also unhappy with the way it wants to settle the claim. Aviva has used a number of agents to handle the claim on its behalf. But fo... (6 pages)View decision -
Decision Reference DRN-5625201
28 Jul 2025 Leabold Financial Management Ltd UpheldPensions and AnnuitiesDRN-5625201 The complaint Mr H mainly says: He has been a client of Leabold Financial Management Ltd (‘Leabold’) for decades. In 2021 he and his wife sought and obtained its advice on making a financial gift (of £1 million) to their adult children “in the most tax-free and cost-effec... (13 pages)View decision -
Decision Reference DRN-5568348
28 Jul 2025 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5568348 The complaint Mr A complains Creation Consumer Finance Ltd (Creation) provided a car under a car finance agreement which wasn’t of satisfactory quality. What happened Mr A entered into a hire purchase agreement with Creation on 18 November 2022 in order to acquire a used ca... (8 pages)View decision -
Decision Reference DRN-5158684
28 Jul 2025 Blue Motor Finance Ltd UpheldConsumer CreditDRN-5158684 The complaint Mr R is unhappy that a car supplied to him under a hire purchase agreement with Blue Motor Finance Ltd (‘BMF’) was of an unsatisfactory quality. What happened In March 2024, Mr R was supplied with a used car through a hire purchase agreement with BMF. He paid ... (6 pages)View decision -
Decision Reference DRN-5718271
28 Jul 2025 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-5718271 The complaint Mr C received advice from a representative of St. James's Place Wealth Management Plc (‘SJP’) in 2014, which resulted in him transferring an existing self-invested personal pension (‘SIPP’) to a SIPP with SJP. He also transferred an existing ISA to a new I... (17 pages)View decision -
Decision Reference DRN-5704794
28 Jul 2025 Hyundai Capital UK Limited UpheldConsumer CreditDRN-5704794 The complaint Mr T complains that after his conditional sale agreement ended, Hyundai Capital UK Linited, trading as Kia Finance (Kia) charged him £409.65. He would like Kia to confirm he doesn’t owe any money, to remove any negative information on his credit file and compen... (2 pages)View decision -
Decision Reference DRN-5432518
28 Jul 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5432518 The complaint Mr R complains about how Haven Insurance Company Limited (“Haven”) valued his car following a claim made on his taxi insurance policy. He is also unhappy with the amount Haven is charging him to allow him to retain the car. What happened Mr R is a private hire... (4 pages)View decision -
Decision Reference DRN-5641828
28 Jul 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5641828 The complaint Mr I complains that Starling Bank Limited (Starling) was irresponsible in granting him a personal current account overdraft, as it was unaffordable for him. Mr I also complains Starling failed to intervene to prevent his heavy usage of the personal current acco... (4 pages)View decision
