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 128535 results
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Decision Reference DRN-4056430
31 Mar 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4056430 The complaint Miss D complains that Admiral Insurance (Gibraltar) Limited (“Admiral”) unreasonably delayed in carrying out repairs at her home, and that these were carried out poorly. She wants Admiral to compensate her for the distress and inconvenience she experienced. What h... (3 pages)View decision -
Decision Reference DRN-4024776
31 Mar 2023 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-4024776 The complaint Mrs E complains about end of contract charges levied by Mitsubishi HC Capital UK Plc trading as Novuna Vehicle Solutions (“Novuna”). What happened Mrs E took out a hire agreement for a car with Novuna in 2017. The agreement was due to end after three years, but Mr... (4 pages)View decision -
Decision Reference DRN-3940235
31 Mar 2023 Nationwide Building Society UpheldMortgagesDRN-3940235 The complaint Mr and Mrs P complain that they should have been advised not to apply for a joint mortgage as Nationwide’s mortgage adviser ought to have known they would be unsuccessful. What happened Mr and Mrs P obtained a decision in principle for a mortgage with Nationwide o... (3 pages)View decision -
Decision Reference DRN-3832933
31 Mar 2023 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3832933 The complaint Mr E complains that PayPal (Europe) Sarl et Cie SCA closed his account and withheld the balance for too long. What happened Mr E had an account with PayPal. In August 2020, a limitation was placed on the account and PayPal carried out a review. Following the revie... (4 pages)View decision -
Decision Reference DRN-3676978
31 Mar 2023 Armstrong Watson Financial Planning Limited UpheldInvestmentsDRN-3676978 The complaint The estate of Mrs B complain that Armstrong Watson Financial Planning Limited (“Armstrong Watson”), mis-sold an Enterprise Investment Scheme. What happened In 2010 Armstrong Watson advised the late Mrs B to invest £200,000 into an Octopus Eureka Enterprise Investm... (7 pages)View decision -
Decision Reference DRN-3423152
31 Mar 2023 London & Colonial Services Limited UpheldPensions and AnnuitiesDRN-3423152 The complaint Mr C complains, with the help of a representative, that London & Colonial Services Limited (‘L&C’) failed to undertake sufficient due diligence when accepting his Self-Invested Personal Pension (“SIPP”) application and allowing his subsequent investment. W... (29 pages)View decision -
Decision Reference DRN-2958059
31 Mar 2023 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-2958059 The complaint The estate of Mr A complains that The Co-operative Bank Plc did not do enough to protect Mr A when he fell victim to fraud. Mr A sadly passed away after his complaint had been brought to our service. At the time, his son, who I’ll call Mr A2 was his representative... (6 pages)View decision -
Decision Reference DRN-3793256
31 Mar 2023 Performance Wealth Management Limited UpheldPensions and AnnuitiesDRN-3793256 The complaint Ms G is unhappy that she was led to believe abridged advice would satisfy the applicable rules and allow her to transfer benefits from her defined benefit (DB) pension scheme to a personal pension. She said that because of this she paid Performance Wealth Manageme... (5 pages)View decision -
Decision Reference DRN-3865377
31 Mar 2023 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-3865377 The complaint Mr A complains that Volkswagen Financial Services (UK) Limited trading as Seat Financial Services (“SFS”) made errors with the administration of his hire agreement. What happened Mr A hired a car from SFS under a hire agreement. He made monthly rental payments to ... (3 pages)View decision -
Decision Reference DRN-4061091
31 Mar 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4061091 The complaint Mr D is unhappy that HSBC UK Bank Plc didn’t process a payment he instructed in a timely manner and with the service he received surrounding this issue. What happened Mr D instructed a large payment to a solicitor for a property purchase. Mr D needed the payment t... (3 pages)View decision