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 121877 results
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Decision Reference DRN-4848687
14 Feb 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4848687 The complaint Mr J complains that HSBC UK Bank Plc didn’t fairly deal with two payments he says he made to an investment scam. What happened In September 2023, Mr J found an investment opportunity on social media. He sent two payments to the company to open accounts, and to ... (3 pages)View decision -
Decision Reference DRN-5140273
14 Feb 2025 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-5140273 The complaint Mr H has complained about the quality of a car he acquired under a hire purchase agreement with Toyota Financial Services (UK) PLC (Toyota FS) wasn’t of satisfactory quality when it was supplied to him. What happened In November 2022 Mr H entered into a hire pu... (4 pages)View decision -
Decision Reference DRN-5167372
14 Feb 2025 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-5167372 The complaint Mr P has complained about a transfer of his Standard Life Stakeholder pension to a small self-administered scheme (‘SSAS’) in June 2014. Standard Life policies have since transferred to Phoenix Life Limited. It is Phoenix Life who are now the respondent party i... (12 pages)View decision -
Decision Reference DRN-5331513
14 Feb 2025 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5331513 The complaint Mr H’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 ... (18 pages)View decision -
Decision Reference DRN-5262301
14 Feb 2025 Aviva Insurance Limited UpheldInsuranceDRN-5262301 The complaint Mrs D has complained about the way her claim under her car insurance policy was dealt with by Aviva Insurance Limited. Mrs D is represented by Mr D. What happened The background to this complaint is well known to Mrs D and Aviva. In my decision, I’ll focus on g... (2 pages)View decision -
Decision Reference DRN-5313961
14 Feb 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5313961 The complaint Mr C complains that Advantage Insurance Company Limited acted unfairly when it increased his insurance premium after the policy had started. What happened Mr C called Advantage to discuss his renewal in December 2023. His policy was due to renew in January 2024... (3 pages)View decision -
Decision Reference DRN-5279159
14 Feb 2025 U K Insurance Limited UpheldInsuranceDRN-5279159 The complaint Mrs W says the recovery service underwritten by U K Insurance Limited (‘UKI’) damaged her car during its recovery of it to a garage. What happened Mrs W was driving home on 20 July 2023 when warning lights appeared on her dashboard. She called a national break... (4 pages)View decision -
Decision Reference DRN-5244379
14 Feb 2025 Quilter Financial Services Ltd UpheldPensions and AnnuitiesDRN-5244379 The complaint Mr W complains that Quilter Financial Services Ltd mis-managed his Self-Invested Personal Pension (SIPP) by allowing over £50,000 of cash to build up within the SIPP cash account. He also complains that he paid ongoing advice charges for a period where no servi... (6 pages)View decision -
Decision Reference DRN-5265446
14 Feb 2025 Mulsanne Insurance Company Limited UpheldInsuranceDRN-5265446 The complaint N has complained about Mulsanne Insurance Company Limited’s decision to avoid a van insurance policy Mr C took out to cover a van belonging to N and decline his claim under it following the theft of the van. This complaint was originally set up in the name of ... (4 pages)View decision -
Decision Reference DRN-4907809
14 Feb 2025 Marsh Finance & Commercial Limited UpheldConsumer CreditDRN-4907809 Complaint Miss B has complained about what Marsh Finance & Commercial Limited (“Marsh Finance”) has done to put things right after it accepted that it supplied her with a car that was not of satisfactory quality through a hire-purchase agreement. Background In October 2... (3 pages)View decision
