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 118878 results
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Decision Reference DRN-3337741
16 May 2022 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-3337741 The complaint Mr G complains about the quality of a car he acquired through a hire purchase agreement financed by Toyota Financial Services (UK) Plc (TFS). What happened In March 2020 Mr G acquired a used car through a hire purchase agreement. He returned to the dealership wher... (7 pages)View decision -
Decision Reference DRN-3473263
16 May 2022 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-3473263 The complaint Mr S has complained about the way The National Farmers’ Union Mutual Insurance Society Limited (‘NFU’) set up his insurance policies. What happened In 2012, Mr S contacted NFU in relation to his insurance requirements. He says he provided all the information about... (5 pages)View decision -
Decision Reference DRN-3462835
16 May 2022 AJ Bell Management Limited UpheldPensions and AnnuitiesDRN-3462835 The complaint Mr S’ complaint is about AJ Bell Management Limited’s role in the delays in transferring his Self-Invested Personal Pension (SIPP) from his original provider to a SIPP administered by AJ Bell. What happened I issued my provisional decision on this complaint on 12 ... (5 pages)View decision -
Decision Reference DRN-3461295
16 May 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3461295 The complaint Mr B is unhappy that HSBC UK Bank Plc trading as first direct won’t refund him after he lost money to an investment scam. Background I issued a provisional decision on this case on 5 April 2022. I’ve copied the content of that document below. Mr B has explained th... (7 pages)View decision -
Decision Reference DRN-3406253
16 May 2022 RCI Financial Services Limited UpheldConsumer CreditDRN-3406253 The complaint Miss D complains about the quality of a car she has been financing through an agreement with RCI Financial Services Limited (“RCI”). What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead I’ll focus o... (3 pages)View decision -
Decision Reference DRN-3462857
16 May 2022 Halifax Share Dealing Limited UpheldPensions and AnnuitiesDRN-3462857 The complaint Mr S’ complaint is about Halifax Share Dealing Limited’s role in the delays in transferring his Self-Invested Personal Pension (SIPP) from his original provider to a Halifax Share Dealing Limited SIPP. What happened I issued my provisional decision on this complai... (5 pages)View decision -
Decision Reference DRN-3481165
16 May 2022 Metro Bank PLC UpheldBanking and PaymentsDRN-3481165 The complaint Mr and Mrs V are unhappy that Metro Bank PLC (“Metro Bank”) hasn’t reimbursed them for all of their loss after Mr V was the victim of a scam. What happened On 28 December 2020 Mr V received a call from scammers claiming to be calling from his internet provider. Th... (3 pages)View decision -
Decision Reference DRN-3471150
16 May 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3471150 The complaint Mr O complains that NewDay Ltd trading as Aqua was irresponsible in its lending to him. What happened Mr O says that adequate checks weren’t carried out before he was provided with an Amazon credit card by NewDay. He says at the time he had several other cards. Ne... (3 pages)View decision -
Decision Reference DRN-3479001
16 May 2022 Aviva Insurance Limited UpheldInsuranceDRN-3479001 The complaint Mr and Mrs R complain that Aviva Insurance Limited (Aviva) unfairly declined their claim for their daughter’s stolen items under their home insurance policy. They’re also unhappy that Aviva recorded the claim as fraudulent. And that Aviva have asked them to cover... (7 pages)View decision -
Decision Reference DRN-3421397
16 May 2022 Advantage Insurance Company Limited UpheldInsuranceDRN-3421397 The complaint Mr B complains that Advantage Insurance Company Limited (Advantage) failed to provide a courtesy car in a timely manner after he made a claim under his motor insurance policy. What happened In November 2021 Mr B’s catalytic convertor was stolen from his car. He ma... (3 pages)View decision
