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 121262 results
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Decision Reference DRN-4426740
30 Oct 2023 Shawbrook Bank Limited UpheldConsumer CreditDRN-4426740 The complaint Miss H complains that Shawbrook Bank Limited (“Shawbrook”), has rejected the claim she made under section 75 of the Consumer Credit Act 1974 (“the Act”) in relation to a solar panel system she says was misrepresented to her by the supplier. Miss H is represented b... (7 pages)View decision -
Decision Reference DRN-4395003
30 Oct 2023 eBay Commerce UK Ltd UpheldBanking and PaymentsDRN-4395003 The complaint Ms G complains that eBay Commerce UK Ltd (“eBay”) unfairly charged her a fee that she was then told would be refunded. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in dispute, so I... (2 pages)View decision -
Decision Reference DRN-4118996
30 Oct 2023 Lighthouse Advisory Services Limited UpheldPensions and AnnuitiesDRN-4118996 The complaint Mr C complains about the advice given by Lighthouse Advisory Services Limited (‘Lighthouse’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme, British Steel Pension Scheme (‘BSPS’) to a personal pension. He says the advice was u... (7 pages)View decision -
Decision Reference DRN-4311858
30 Oct 2023 N.I.I.B. Group Limited UpheldConsumer CreditDRN-4311858 The complaint Mrs N complains about the quality of a car she acquired under a hire purchase agreement with N.I.I.B. Group Limited trading as Northridge Finance (Northridge Finance). When I refer to what Mrs N and what Northridge Finance said or did, it should also be taken to i... (4 pages)View decision -
Decision Reference DRN-4424710
30 Oct 2023 West Bay Insurance Plc UpheldInsuranceDRN-4424710 The complaint Miss A complains about how West Bay Insurance Plc (“West Bay”) handled a claim under her car insurance policy. When I mention West Bay I also mean its suppliers and inspection services. What happened Miss A had a motor insurance policy with West Bay covering her c... (5 pages)View decision -
Decision Reference DRN-4153808
30 Oct 2023 Angela Morton Ltd UpheldMortgagesDRN-4153808 The complaint Miss D complains she missed out on a fixed interest rate deal with her lender when she applied to re-mortgage through her mortgage broker, Angela Morton Ltd. What happened Miss D’s fixed interest rate deal for her mortgage was due to expire at the end of October 2... (4 pages)View decision -
Decision Reference DRN-4423853
30 Oct 2023 Legal and General Assurance Society Limited UpheldInsuranceDRN-4423853 The complaint Mr F complains that Legal & General Assurance Society Limited (L&G) has terminated benefit for an incapacity claim he made on a group income protection insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve ... (7 pages)View decision -
Decision Reference DRN-4131834
30 Oct 2023 Tideway Investment Partners LLP UpheldPensions and AnnuitiesDRN-4131834 The complaint Mr M complains about the advice Tideway Investment Partners LLP (‘Tideway’) gave to him to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme, the British Steel Pension Scheme (‘BSPS’) to a self-invested personal pension (SIPP). He s... (9 pages)View decision -
Decision Reference DRN-4426239
30 Oct 2023 Aviva Insurance Limited UpheldInsuranceDRN-4426239 The complaint Ms B is unhappy that Aviva Insurance Limited declined a claim she made under her travel insurance policy. What happened Ms B held a travel insurance policy through her packaged bank account. The policy provided cover for various pre-departure and post-departure ri... (4 pages)View decision -
Decision Reference DRN-4414002
30 Oct 2023 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4414002 The complaint Mr M complains that he was misled into taking out a hire purchase agreement with BMW Financial Services(GB) Limited (“BMWFS”) to acquire a new car. What happened Mr M acquired a new car in February 2023, financed by a hire purchase agreement with BMWFS. The cash p... (4 pages)View decision
