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 120614 results
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Decision Reference DRN-3498958
26 May 2022 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-3498958 The complaint Mr H complains about a decision taken by Mercedes-Benz Financial Services UK Limited (“MBFS”) to charge him £581 for damage to the windscreen on the car he returned to it after his hire purchase agreement in respect of that car came to an end. What happened Mr H e... (5 pages)View decision -
Decision Reference DRN-3499769
26 May 2022 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-3499769 The complaint Mr P complains American Express Services Europe Limited (Amex) provided poor customer service and conflicting information regarding the cancelation of his credit card account following an attempted fraud on his account, and then unfairly reduced his credit and pu... (4 pages)View decision -
Decision Reference DRN-3034578
26 May 2022 Better Retirement Group Ltd UpheldPensions and AnnuitiesDRN-3034578 The complaint Mrs S complained that she was given unsuitable advice to transfer her defined benefit (DB) British Steel Pension Scheme (BSPS), to a self-invested personal pension plan (SIPP) and invest the funds through a discretionary fund manager (DFM). Better Retirement Group... (8 pages)View decision -
Decision Reference DRN-3471230
26 May 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3471230 The complaint Mr B has complained that Everyday Lending Limited was irresponsible in lending to him. What happened In May 2015 Everyday Lending provided Mr B with a loan of £2,500 repayable over 24 months with a monthly repayment of £138.98. Mr B complained that the loan was un... (3 pages)View decision -
Decision Reference DRN-3475216
26 May 2022 Starling Bank Limited UpheldBanking and PaymentsDRN-3475216 The complaint A company which I’ll refer to as ‘G’ complains that Starling Bank Limited unfairly closed its business current account and recalled its Bounce Back Loan facility. The complaint is brought on G’s behalf by its director, Mr B. What happened On 8 May 2020, G opened a... (5 pages)View decision -
Decision Reference DRN-3481425
25 May 2022 AWP P&C SA UpheldInsuranceDRN-3481425 The complaint Mr E complains that AWP P&C SA (AWP) unfairly declined his claim under his Home Emergency policy. What happened Mr E had a home emergency policy with AWP. The policy provided cover for a number of home emergencies, including problems with the “primary heating ... (4 pages)View decision -
Decision Reference DRN-3499525
25 May 2022 MotoNovo Finance Limited UpheldConsumer CreditDRN-3499525 The complaint Mr K complains that MotoNovo Finance Limited supplied him with a car which was not of satisfactory quality. He wishes to reject it. What happened In June 2021 Mr K entered into a five-year hire purchase agreement with MotoNovo for a used car. The car was around fi... (3 pages)View decision -
Decision Reference DRN-3417503
25 May 2022 AIG Life Limited UpheldInvestmentsDRN-3417503 The complaint Ms S complains about AIG Life Limited’s handling of her critical illness claim payment. She says it paid her an incorrect value following her diagnosis of cancer in January 2021, as her sum assured had undergone an annual increase three days earlier. To resolve th... (4 pages)View decision -
Decision Reference DRN-3448113
25 May 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3448113 The complaint Mrs M complains that Lloyds Bank PLC (“Lloyds”) didn’t help recover money she lost to an investment scam. What happened In May 2017, Mrs M came across an online trading broker called RTC Finance when she was looking to invest money. She registered her interest and... (9 pages)View decision -
Decision Reference DRN-2892483
25 May 2022 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-2892483 The complaint Mr R complains that The Prudential Assurance Company Limited (‘Prudential’) caused delays in processing his drawdown and pension commencement lump sum (‘PCLS’) request, which has meant he’s lost out. What happened At 12:23pm on 17 March 2020 Mr R, via his financia... (4 pages)View decision
