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 125299 results
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Decision Reference DRN-3657237
29 Sep 2022 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-3657237 The complaint Mr O complains that a car acquired with finance from BMW Financial Services (GB) Limited trading as Alphera Financial Services (AFS) wasn’t of satisfactory quality. What happened In July 2020 Mr O was supplied with a car and entered into a hire purchase agreement ... (3 pages)View decision -
Decision Reference DRN-3620701
29 Sep 2022 Halifax Share Dealing Limited UpheldInvestmentsDRN-3620701 The complaint Mrs H has complained to Halifax Share Dealing Limited (HSDL) about the difficulties experienced when trying to use her account. Mrs H has been diagnosed with a form of dementia. A lasting power of attorney (LPA) is in place and Mrs S, her daughter, is one of the a... (3 pages)View decision -
Decision Reference DRN-3506248
29 Sep 2022 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-3506248 The complaint Mr U says Tesco Personal Finance PLC – trading as Tesco Bank (‘Tesco’) – has unfairly declined her claim under section 75 of the Consumer Credit Act 1974 (‘CCA’). What happened In December 2019, Mr U paid a holiday park operator I’ll call ‘P’ an annual ‘pitch fee... (3 pages)View decision -
Decision Reference DRN-2941697
29 Sep 2022 Raymond James Investment Services Ltd UpheldInvestmentsDRN-2941697 The complaint Mr and Mrs F complain through their representatives about the service they’ve received from Raymond James Investment Services Ltd. In summary they’re unhappy with the lack of advice and portfolio rebalancing and also think Mr F’s vulnerability hasn’t been taken in... (4 pages)View decision -
Decision Reference DRN-3397787
29 Sep 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3397787 The complaint Mr R complains that AXA Insurance UK Plc has treated him unfairly when handling a claim made on his landlord’s buildings insurance policy. What happened The background to this complaint is well known to both AXA and Mr R. It has been ongoing for a number of years ... (5 pages)View decision -
Decision Reference DRN-3652059
29 Sep 2022 ITI Capital Limited UpheldInvestmentsDRN-3652059 The complaint Mr W complains ITI Capital Limited (“ITI Capital”) didn’t administer his investment account properly, delaying his access to his cash and assets. What happened Mr W says he was unable to get in touch with or get help from ITI Capital to enable him to complete the ... (6 pages)View decision -
Decision Reference DRN-3539248
29 Sep 2022 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-3539248 The complaint X complains he wasn’t told there was a minimum amount for overpayments to be made to his hire purchase agreement with BMW Financial Services (GB) Limited (BMW). X is also unhappy that his credit file was affected whilst he was on an agreed payment holiday. X has b... (4 pages)View decision -
Decision Reference DRN-3535302
29 Sep 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3535302 The complaint Mr M complains about Lloyds Bank PLC deciding to close his accounts and how it dealt with the circumstances around this. What happened In September 2020, Mr M complained that Lloyds staff were working from home and that he didn’t feel comfortable that his data was... (4 pages)View decision -
Decision Reference DRN-3714491
29 Sep 2022 Brightside Insurance Services Limited UpheldInsuranceDRN-3714491 The complaint Mr R complains Brightside Insurance Services Limited (Brightside) failed to renew his breakdown cover when his motor insurance policy renewed. There are several parties and representatives of Brightside involved throughout the complaint but for the purposes of thi... (3 pages)View decision -
Decision Reference DRN-3704982
29 Sep 2022 Avantcredit Of Uk, Llc UpheldConsumer CreditDRN-3704982 The complaint Ms G complains that AvantCredit of UK LLC lent to her when she could not afford it. What happened Ms G’s application to AvantCredit did state that she needed the £6,000 loan in 2016 for debt consolidation. Recently AvantCredit has made submissions on that and I wi... (5 pages)View decision
