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 119923 results
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Decision Reference DRN-3698677
22 Dec 2022 Vauxhall Finance plc UpheldConsumer CreditDRN-3698677 The complaint Mr G acquired a new car in June 2021, by means of a 49-month conditional sale agreement with Vauxhall Finance plc. He complains that the car was not of satisfactory quality at the point of supply. He wants Vauxhall to agree that the car should be rejected. What ha... (4 pages)View decision -
Decision Reference DRN-3873049
22 Dec 2022 Haven Insurance Company Limited UpheldInsuranceDRN-3873049 The complaint Mr M complains about the settlement payment Haven Insurance Company Limited (Haven) provided following the theft of his car, under his motor insurance policy. What happened Mr M’s car was stolen in January 2022. He contacted Haven and it offered a settlement payme... (3 pages)View decision -
Decision Reference DRN-3838743
22 Dec 2022 John Lewis Financial Services Limited UpheldBanking and PaymentsDRN-3838743 The complaint Miss M is unhappy how John Lewis Financial Services Limited (JLFS) handled her request for help to recover money following the cancellation of airline flights. What happened In January 2020, Miss M paid £1,091.57 for some flights to and from Thailand. She used a t... (3 pages)View decision -
Decision Reference DRN-3792218
22 Dec 2022 Marsh Finance Ltd UpheldConsumer CreditDRN-3792218 The complaint Mrs H complains that the car she acquired through a hire purchase agreement with Marsh Finance Ltd (“Marsh Finance”) was not of satisfactory quality. What happened Mrs H acquired a car from Marsh Finance in March 2022. The hire purchase agreement was over 52 month... (3 pages)View decision -
Decision Reference DRN-3840655
22 Dec 2022 Acromas Insurance Company Limited UpheldInsuranceDRN-3840655 The complaint Mr B complains about the settlement payment Acromas Insurance Company Limited (Acromas) offered for his car after it was written-off following an accident, under his motor insurance policy. What happened Mr B was involved in an accident where another vehicle colli... (4 pages)View decision -
Decision Reference DRN-3871087
22 Dec 2022 Punter Southall SIPP Limited UpheldPensions and AnnuitiesDRN-3871087 The complaint Mrs G complains that Punter Southall SIPP Limited, which previously traded as ‘PSFM SIPP’ (PSFM), failed to carry out due diligence checks when accepting her application for a Self- Invested Personal Pension (SIPP). She says it didn’t carry out appropriate checks ... (20 pages)View decision -
Decision Reference DRN-3259318
22 Dec 2022 D C Financial Limited UpheldPensions and AnnuitiesDRN-3259318 The complaint Mr D complains about the suitability of the advice provided to him by D C Financial Limited (DCFL) to transfer the value of his defined benefit (DB) British Steel Pension Scheme (BSPS), to a personal pension plan. Mr D is represented in this complaint by a third p... (12 pages)View decision -
Decision Reference DRN-3869452
22 Dec 2022 Bank of Ireland (UK) Plc UpheldBanking and PaymentsDRN-3869452 The complaint Ms P complained about unauthorised debits on her account with Bank of Ireland (UK) Pic, and about poor customer service when she tried to sort it out. What happened Ms P had a Post Office Money account, administered by Bank of Ireland, which she’d opened in June 2... (5 pages)View decision -
Decision Reference DRN-3871401
22 Dec 2022 Madison CF UK Limited UpheldConsumer CreditDRN-3871401 The complaint Mr G complains that Madison CF UK Limited trading as 118 118 Money (“118 118”) was irresponsible to lend to him on two occasions. Mr G has brought his complaint to us via a complaints management company but, for simplicity, I’ll refer to him throughout. What happe... (3 pages)View decision -
Decision Reference DRN-3626319
22 Dec 2022 PayrNet Limited UpheldBanking and PaymentsDRN-3626319 Complaint Mr A is unhappy that PayrNet Limited restricted and eventually closed his account. Background Mr A had an account with PayrNet. Mr A knows PayrNet by the trading name Pockit, so I will use that name throughout this decision. In September 2021, Pockit decided to apply ... (2 pages)View decision
