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-4197151
17 Aug 2023 Specialist Motor Finance Limited UpheldConsumer CreditDRN-4197151 The complaint Miss S complains that a car acquired under a hire purchase agreement with Specialist Motor Finance Limited (SMF) wasn’t of satisfactory quality. What happened In February 2022, Miss S acquired a used car from SMF under a hire purchase agreement. The car was source... (5 pages)View decision -
Decision Reference DRN-4305860
17 Aug 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4305860 The complaint Ms G complains that National Westminster Bank Plc put a stop on her account and closed it down. What happened Ms G says she received a letter from NatWest asking her to contact them by 25 August 2022 to discuss her banking. The letter referred to transactions norm... (6 pages)View decision -
Decision Reference DRN-3587568
17 Aug 2023 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-3587568 The complaint Mr S complains about the advice given by The Prudential Assurance Company Limited (‘Prudential’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme with British Steel (‘BSPS2’) to a personal pension plan (‘PPP’). He says the advic... (12 pages)View decision -
Decision Reference DRN-4277999
17 Aug 2023 Motability Operations Limited UpheldConsumer CreditDRN-4277999 The complaint Mr S complains that Motability Operations Limited didn’t provide the service it should have. He says this meant he was unable to secure a vehicle through the Motability Operations scheme (the ‘Scheme) for an extended period of time which had a major impact on his ... (6 pages)View decision -
Decision Reference DRN-4267989
17 Aug 2023 Vitality Health Limited UpheldInsuranceDRN-4267989 The complaint Mr and Mrs M are unhappy with Vitality Health Limited’s handling of their claim. What happened Mr and Mrs M have private medical insurance with Vitality. In November 2022, Mrs M claimed on the policy as she was experiencing pelvic pain. She sent additional medical... (2 pages)View decision -
Decision Reference DRN-4222311
17 Aug 2023 Creation Financial Services Limited UpheldBanking and PaymentsDRN-4222311 The complaint Mr C complains that Creation Financial Services Limited closed his account and didn’t credit his points. He’d like compensation for the closure and the points returned. What happened Mr C had a credit card account with Creation. For an annual fee of £99 the card p... (3 pages)View decision -
Decision Reference DRN-4299648
17 Aug 2023 Wakam UpheldInsuranceDRN-4299648 The complaint Mr S has complained that Wakam Insurance Company (‘Wakam’) declined his claim and avoided his home insurance policy. What happened Mr S obtained a home insurance policy from Wakam in November 2022. A few days later, a delivery driver crashed into a gate at his pro... (5 pages)View decision -
Decision Reference DRN-3661382
17 Aug 2023 NTM Financial Services Ltd UpheldPensions and AnnuitiesDRN-3661382 The complaint Mr Z complains about the advice given by NTM Financial Services Ltd (‘NTM’) 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 advice was unsuitable for... (12 pages)View decision -
Decision Reference DRN-4236121
17 Aug 2023 National House-Building Council UpheldInsuranceDRN-4236121 The complaint Mr G is unhappy with the way National House-Building Council (NHBC) dealt with a claim he made under his new home warranty. What happened Mr G bought a new home. It was covered by a ten-year NHBC warranty which began in December 2015. He reported a number of probl... (3 pages)View decision -
Decision Reference DRN-4305373
17 Aug 2023 ClearBank Limited UpheldBanking and PaymentsDRN-4305373 The complaint Miss T, a sole trader, is unhappy that ClearBank Limited didn’t do more to protect her money when she was deceived into making payments to a scammer. What happened Miss T received a phone call from someone claiming to be from Tide – a trading name of ClearBank Lim... (5 pages)View decision
