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 125400 results
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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 -
Decision Reference DRN-3838938
16 Dec 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3838938 The complaint Mr A complains that Lloyds Bank PLC (Lloyds) declined to meet his claim for a refund in respect of a property reservation fee he paid for using his credit card. What happened Mr A had an agreement with a company I’ll call E to provide a bespoke property sourcing s... (4 pages)View decision -
Decision Reference DRN-3862206
16 Dec 2022 Metro Bank PLC UpheldBanking and PaymentsDRN-3862206 The complaint Ms E complains that Metro Bank PLC (Metro Bank) set up an instant access account rather than a fixed rate Cash ISA leading to an estimated £400 loss of interest. She would like the interest added to the account. She would also like Metro Bank to review its complai... (3 pages)View decision -
Decision Reference DRN-3861909
16 Dec 2022 Punter Southall SIPP Limited UpheldPensions and AnnuitiesDRN-3861909 The complaint Mr D complains that Punter Southall SIPP Limited, which at the time of his complaint traded as ‘PSFM SIPP’ (PSFM), failed to carry out due diligence checks when accepting his application for a Self-Invested Personal Pension (SIPP) in 2010. He says it didn’t carry ... (17 pages)View decision -
Decision Reference DRN-3720368
16 Dec 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3720368 The complaint Mrs A has complained that National Westminster Bank Plc (NatWest) disclosed personal and sensitive information about her, and the affect this had. What happened Mrs A was living at her mortgaged address with her children having separated from her partner. Having m... (2 pages)View decision -
Decision Reference DRN-3857273
16 Dec 2022 Capital Professional Limited UpheldPensions and AnnuitiesDRN-3857273 The complaint Mr A’s complaint against Capital Professional Limited (trading as Ascot Lloyd) is about the advice he was given to switch two pension plans to another pension provider. He says as a result of the switch he lost out on guaranteed annuity rates (GARs). What happened... (7 pages)View decision -
Decision Reference DRN-3854701
16 Dec 2022 Sainsbury's Bank Plc UpheldConsumer CreditDRN-3854701 The complaint Mrs G complains that Sainsbury’s Bank Plc unfairly closed her loan and recorded a default on her credit file. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: Mrs G had a loan with Sainsbury... (4 pages)View decision -
Decision Reference DRN-3861546
16 Dec 2022 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-3861546 The complaint Mrs L complains about a hire purchase agreement taken out in her name with Volkswagen Financial Services (UK) Limited trading as Audi Financial Services, to get a brand new car. What happened In March 2017, Mrs L says her husband had a finance agreement in place w... (8 pages)View decision
