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 122183 results
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Decision Reference DRN-4287941
7 Aug 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4287941 The complaint Mr S is unhappy that Clydesdale Bank Plc, trading as Virgin Money, transferred the contents of his ISA to another provider without his knowledge or permission. What happened To briefly summarise: Mr S instructed an ISA transfer from Virgin to another provider (“th... (4 pages)View decision -
Decision Reference DRN-4209680
7 Aug 2023 Startline Motor Finance Limited UpheldConsumer CreditDRN-4209680 The complaint Ms I complains about a car she acquired under a hire purchase agreement financed by Startline Motor Finance Limited. What happened On 25 May 2022 Ms I entered into a hire purchase agreement with Startline for a used car. The car was five and a half years old and t... (3 pages)View decision -
Decision Reference DRN-4098932
7 Aug 2023 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4098932 The complaint Miss C complains about the quality of a car she has been financing through an agreement with BMW Financial Services (GB) Limited, who I’ll call BMWFS. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. In... (3 pages)View decision -
Decision Reference DRN-4287616
7 Aug 2023 Startline Motor Finance Limited UpheldConsumer CreditDRN-4287616 The complaint Mr S complains that a car he acquired with credit from Startline Motor Finance Limited wasn’t of satisfactory quality. What happened Mr S entered into a credit agreement with Startline on 3 March 2022 to acquire a used car. The credit was granted under a hire purc... (5 pages)View decision -
Decision Reference DRN-3624125
7 Aug 2023 NTM Financial Services Ltd UpheldPensions and AnnuitiesDRN-3624125 The complaint Mr J’s complaint is about the advice given by NTM Financial Services Ltd (‘NTM’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme with British Steel (‘BSPS’) to a personal pension. The crux of Mr J’s complaint is that he believe... (14 pages)View decision -
Decision Reference DRN-4282596
7 Aug 2023 U K Insurance Limited UpheldInsuranceDRN-4282596 The complaint Mr K has complained about his car insurer U K Insurance Limited (UKI) regarding the settlement it has paid for his replacement windscreen. What happened Mr K has a policy with UKI which includes cover for repairing/replacing his windscreen. It was damaged in Decem... (2 pages)View decision -
Decision Reference DRN-4285646
7 Aug 2023 Citibank UK Limited UpheldBanking and PaymentsDRN-4285646 The complaint Mrs T and Mr T complain to Citibank UK Limited about the way it handled a dispute they raised with it. What happened Mrs T and Mr T bought a large order of windows and electric roller blinds and used their Citibank debit card to place a deposit. In summary, Mrs T ... (5 pages)View decision -
Decision Reference DRN-4287283
7 Aug 2023 West Bay Insurance Plc UpheldInsuranceDRN-4287283 The complaint Mr M is unhappy with the settlement he’s been offered by West Bay Insurance Plc (West Bay) after his car was deemed a total loss. What happened Whilst parked, Mr M’s vehicle was damaged by a third-party vehicle, so he made a claim to West Bay, his car insurance pr... (5 pages)View decision -
Decision Reference DRN-4283994
7 Aug 2023 Lloyds Bank PLC UpheldMortgagesDRN-4283994 The complaint Mr and Mrs S complain about what happened when they tried to move house, and found Lloyds Bank PLC had registered a number of charges over their property, as security for current and previous mortgage lending. What happened Mr and Mrs S told us they’d were selling... (7 pages)View decision -
Decision Reference DRN-4264913
7 Aug 2023 AXA PPP Healthcare Limited UpheldInsuranceDRN-4264913 The complaint Mr R has complained that AXA PPP Healthcare Limited failed to pay for treatment authorised under his group private health insurance. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus ... (2 pages)View decision
