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 128535 results
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Decision Reference DRN-4438905
22 Nov 2023 Startline Motor Finance Limited UpheldConsumer CreditDRN-4438905 The complaint Miss P is unhappy that a car supplied to her under a hire purchase agreement with Startline Motor Finance Limited was of an unsatisfactory quality. What happened In October 2022, Miss P was supplied with a used car through a hire purchase agreement with Startline.... (4 pages)View decision -
Decision Reference DRN-4353899
22 Nov 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4353899 The complaint Mrs A and Mr K complained that Advantage Insurance Company Limited cancelled their motor insurance policy. What happened The background to this complaint is well known to both parties, so I won’t repeat it again here. In summary Advantage cancelled Mrs A and Mr K’... (3 pages)View decision -
Decision Reference DRN-3834083
22 Nov 2023 Esteem Money Ltd UpheldPensions and AnnuitiesDRN-3834083 The complaint Mr C complained that he was given unsuitable advice to transfer his defined benefit (DB) British Steel Pension Scheme (BSPS), to a type of personal pension plan, in 2017. Esteem Money Ltd is responsible for answering this complaint and so to keep things consistent... (12 pages)View decision -
Decision Reference DRN-4453100
22 Nov 2023 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4453100 The complaint Mr M complains about the quality of a car financed by BMW Financial Services(GB) Limited trading as ALPHERA Financial Services (‘AFS’). What happened The parties are familiar with the background facts of this case so I will only summarise these briefly and focus o... (4 pages)View decision -
Decision Reference DRN-3819289
22 Nov 2023 Michael James UpheldPensions and AnnuitiesDRN-3819289 The complaint Mr M complains about the advice given by Michael James, trading as West Country Financial (‘WCF’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme, the British Steel Pension Scheme (‘BSPS’), to a personal pension. He says the ad... (10 pages)View decision -
Decision Reference DRN-4170542
22 Nov 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4170542 The complaint Mr K complains that National Westminster bank Plc blocked and closed his account. Mr K would like compensation and a reason. What happened Mr K had an account with NatWest. Mr K said on 2 September 2022 he was unable to use his card when he was out shopping. NatWe... (3 pages)View decision -
Decision Reference DRN-4470299
22 Nov 2023 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4470299 The complaint Ms J has complained about the rejection of her claim under her Car Insurance policy with Liverpool Victoria Insurance Company Limited (LV) for damage to her vehicle. What happened Ms J made a claim to LV after her vehicle was damaged in two separate incidents. She... (5 pages)View decision -
Decision Reference DRN-4471319
22 Nov 2023 Westerby Trustee Services Limited UpheldPensions and AnnuitiesDRN-4471319 The complaint Mr F holds a Self-Invest Personal Pension (SIPP) with Westerby Trustee Services Limited (“Westerby”). He has complained that Westerby failed to carry out sufficient due diligence when it accepted an instruction to establish the SIPP and invest in unregulated inves... (42 pages)View decision -
Decision Reference DRN-4472365
22 Nov 2023 Covea Insurance plc UpheldInsuranceDRN-4472365 The complaint Mrs S is unhappy that Covea Insurance plc declined a claim for Permanent Total Disablement (PTD) under a personal accident policy. What happened In 2019, Mrs S made a claim for PTD under a personal accident policy she benefitted from. She sustained injuries as a r... (3 pages)View decision -
Decision Reference DRN-4470243
22 Nov 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4470243 The complaint Mr N complains that HSBC UK Bank Plc didn’t treat him fairly when he requested a refund of a payment made with his credit card. What happened Mr N bought a boiler costing £1,699.99 with his credit card in July 2021. It was bought at a store and delivered a few day... (7 pages)View decision