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 119142 results
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Decision Reference DRN-3592757
13 Jul 2022 Blue Motor Finance Ltd UpheldConsumer CreditDRN-3592757 The complaint Mr M complains about the quality of a car that was supplied to him by Blue Motor Finance Ltd (BMF) under a hire purchase agreement. What happened On 27 October 2021 Mr M took out a hire purchase agreement with BMF for a car. The car was first registered in 2015 an... (6 pages)View decision -
Decision Reference DRN-3505128
13 Jul 2022 ReAssure Limited UpheldInvestmentsDRN-3505128 The complaint Mr F complains about the service received from ReAssure Limited – formerly Legal & General – referred to as “the business” or “ReAssure”. He’s unhappy that ReAssure failed to pay the proceeds of a matured plan – previously held jointly with his (now) ex-wife. ... (5 pages)View decision -
Decision Reference DRN-3591621
13 Jul 2022 National Westminster Bank Plc UpheldMortgagesDRN-3591621 The complaint Mr T complains that, though his mortgage offer from National Westminster Bank Plc agreed to cover his legal fees and “all standard disbursements” he was still charged a CHAPS fee. Although the fee was refunded, Mr T wanted NatWest to admit it was wrong. What happe... (3 pages)View decision -
Decision Reference DRN-3550453
13 Jul 2022 AWP P&C SA UpheldInsuranceDRN-3550453 The complaint Miss K complains about how AWP P&C SA (AWP) handled a claim under her home emergency insurance policy. When I mention AWP, I also mean its tradespeople and suppliers. What happened Miss K has a home emergency insurance policy with AWP. In April 2021 she notice... (3 pages)View decision -
Decision Reference DRN-3526295
13 Jul 2022 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3526295 The complaint Mrs B complains that PayPal (Europe) Sarl et Cie SCA didn’t refund her for an item, after she raised a claim under its Buyer Protection policy. A representative has been helping Mrs B with her complaint. For ease, I’ll refer to anything they’ve said as being said ... (3 pages)View decision -
Decision Reference DRN-3591572
13 Jul 2022 John Lewis Financial Services Limited UpheldBanking and PaymentsDRN-3591572 The complaint Miss F complains that John Lewis Financial Services Limited (“JL”) didn’t accept her debt management plan, but kept writing directly to her. It then lost the letter she sent, offering to settle her account, and instead applied a default, which is preventing her fr... (6 pages)View decision -
Decision Reference DRN-3494198
13 Jul 2022 OakNorth Bank plc UpheldBanking and PaymentsDRN-3494198 The complaint Mr M is unhappy OakNorth Bank plc has refused to compensate him for the loss of interest he suffered during his Cash ISA transfer. What happened Mr M transferred in a Cash ISA to OakNorth from another organisation. As his new provider OakNorth sent a transfer requ... (2 pages)View decision -
Decision Reference DRN-3542678
13 Jul 2022 Sesame Limited UpheldPensions and AnnuitiesDRN-3542678 The complaint Mr W complains about pension advice he received from Robert Goodman Associates (RGA), an appointed representative of Sesame Limited, in 2006 when he switched his pension to a drawdown plan. Sesame is responsible for RGA’s actions and is the respondent to this comp... (4 pages)View decision -
Decision Reference DRN-3572801
13 Jul 2022 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-3572801 The complaint Mr D’s complaint is about charges he’s been asked to pay by Mercedes-Benz Financial Services UK Limited (“MBFS”). What happened I issued a provisional decision on this complaint in March 2022. An extract from that provisional decision is set out below. What I’ve p... (4 pages)View decision -
Decision Reference DRN-3575876
13 Jul 2022 Lloyds Bank PLC UpheldPensions and AnnuitiesDRN-3575876 The complaint Mr D complains about the advice given by TSB Bank PLC (TSB) which is now part of Lloyds Bank PLC (Lloyds) to transfer the benefits from his defined-benefit (DB) occupational pension scheme to a personal pension. He says the advice was unsuitable for him and believ... (8 pages)View decision
