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 121877 results
-
Decision Reference DRN-3754777
16 Dec 2022 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-3754777 The complaint Mr S complains about the end of contract damage charges raised by Mercedes-Benz Financial Services UK Limited trading as Mercedes-Benz Finance (“MBFS”). What happened Mr S acquired a van through a hire agreement with MBFS in 2017. The vehicle was collected at the ... (4 pages)View decision -
Decision Reference DRN-3863537
16 Dec 2022 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-3863537 The complaint Mrs C is unhappy with how Volkswagen Financial Services (UK) Limited trading as Audi Finance (VWFS) handled her request for help after she lost her job due to the Covid 19 pandemic. What happened In October 2019 Mrs C was supplied with a new car through a hire pur... (8 pages)View decision -
Decision Reference DRN-3839319
16 Dec 2022 Haven Insurance Company Limited UpheldInsuranceDRN-3839319 The complaint Mr G has complained to Haven Insurance Company Limited (Haven) about the poor handling of a repairs claim he made on his Taxi Short Term insurance policy. What happened Following an accident in September 2021 Mr G used the repair plus secti... (2 pages)View decision -
Decision Reference DRN-3770354
16 Dec 2022 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-3770354 The complaint Mr P complains about the time taken by Phoenix Life Limited (Phoenix) to transfer his Personal Retirement Plan to a new provider. Mr P says Phoenix delayed matters by making several unnecessary requests for information. What happened On 17 March 2020 Mr P’s new pr... (8 pages)View decision -
Decision Reference DRN-3722146
16 Dec 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3722146 The complaint Miss H complains about the service received from Barclays Bank UK PLC when trying to transfer funds to a third-party. What happened In July 2022, Miss H attempted to make a transfer from her mobile banking app for £1,500. The payment was for Miss H’s late partner’... (4 pages)View decision -
Decision Reference DRN-3842158
16 Dec 2022 ITI Capital Limited UpheldInvestmentsDRN-3842158 The complaint Mrs P has complained about the problems she experienced when trying to access her ISA account which had been transferred to ITI Capital Limited (‘ITI’) from a previous business. Mrs P experienced delays and frustration in trying to transfer her ISA account away fr... (8 pages)View decision -
Decision Reference DRN-3062744
16 Dec 2022 The Royal London Mutual Insurance Society Limited UpheldPensions and AnnuitiesDRN-3062744 The complaint Mr M through a professional representative complains that The Royal London Mutual Insurance Society Limited (Royal London) gave him unsuitable advice to transfer his Occupational Pension Scheme (OPS) into a Personal Pension with it. What happened Mr M was advised ... (5 pages)View decision -
Decision Reference DRN-3648143
16 Dec 2022 ReAssure Limited UpheldPensions and AnnuitiesDRN-3648143 The complaint Mr C is unhappy with the poor customer service he received from ReAssure Limited and the delays they caused when he wanted to access pension benefits. What happened Mr C contacted ReAssure in October 2020 to encash his pension policy. He wanted to receive half of ... (3 pages)View decision -
Decision Reference DRN-3753754
16 Dec 2022 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-3753754 The complaint Miss W complains that BMW Financial Services (GB) Limited trading as ALPHERA Financial Services (BMW) misrepresented the car they supplied her with. What happened In October 2021 Miss W acquired a used car through a hire purchase agreement with BMW. Shortly after ... (4 pages)View decision -
Decision Reference DRN-3693305
16 Dec 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3693305 The complaint Mr T complains that HSBC UK Bank Plc won’t refund the money he lost after he fell victim to an ‘authorised push payment’ (“APP”) scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it all here, But briefly, and bas... (5 pages)View decision
