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-5310806
13 Mar 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5310806 The complaint Miss M and Mr M complain that AXA Insurance UK Plc won’t replace a sofa leg that was lost by a third party company appointed to handle his insurance claim. The policy was sold and is administered by an intermediary on AXA’s behalf and all correspondence has bee... (3 pages)View decision -
Decision Reference DRN-4527929
13 Mar 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4527929 The complaint Mr S complains that Bank of Scotland plc trading as Halifax (Halifax) hasn’t fully refunded him for the money he lost to what he now believes was an investment scam. What happened Mr S holds both a current account and a savings account with Halifax. Mr S expla... (7 pages)View decision -
Decision Reference DRN-4958337
13 Mar 2025 Specialist Motor Finance Limited UpheldConsumer CreditDRN-4958337 The complaint Mr F complains about a car acquired through a Hire Purchase agreement with Specialist Motor Finance Limited (‘Specialist’). Mr F has had problems with the car from the start and it’s been in for repairs multiple times. He wants to hand the car back and his paym... (6 pages)View decision -
Decision Reference DRN-4876178
13 Mar 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4876178 The complaint Mr D complains that Lloyds Bank PLC (Lloyds’) won’t reimburse the money he lost when he fell victim to a scam. What happened Mr D says that he wanted to invest the proceeds of the sale of his home and pension funds and came across a company I’ll refer to as K ... (8 pages)View decision -
Decision Reference DRN-5390537
13 Mar 2025 N.I.I.B. Group Limited UpheldConsumer CreditDRN-5390537 The complaint Mr A is unhappy that a car supplied to him under a hire purchase agreement with N.I.I.B. Group Limited trading as Northridge Finance (Northridge) was of an unsatisfactory quality. When I refer to what Mr A or Northridge have said or done, it should also be take... (6 pages)View decision -
Decision Reference DRN-5383375
13 Mar 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5383375 The complaint Mr S complains CA Auto Finance UK Ltd (CA Auto) supplied him with a car that he believes wasn’t of satisfactory quality therefore not fit for purpose What happened In July 2023, Mr S entered into a 38 month finance agreement for a used car. The ... (9 pages)View decision -
Decision Reference DRN-5176075
13 Mar 2025 James Hay Administration Company Ltd UpheldPensions and AnnuitiesDRN-5176075 The complaint Mrs J has complained about the handling of her request to transfer her pension benefits by James Hay Administration Company Ltd. Mrs J’s complaint has been brought on her behalf by her husband Mr J. Mr J was also the main point of contact for James Hay in rela... (5 pages)View decision -
Decision Reference DRN-5176066
13 Mar 2025 James Hay Administration Company Ltd UpheldPensions and AnnuitiesDRN-5176066 The complaint Mr J has complained about the handling of his request to transfer his pension benefits by James Hay Administration Company Ltd. What happened Mr J had a self-invested personal pension (‘SIPP’) with James Hay. The assets under the SIPP were held with Equiniti F... (5 pages)View decision -
Decision Reference DRN-5392953
13 Mar 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5392953 The complaint Mr E complains that the tax-free cash he received when he accessed his pension benefits was less than what was cited on the retirement quotation provided to him by Aviva Life & Pensions UK Limited (‘Aviva’). Mr E also complains that his residual drawdown fu... (7 pages)View decision -
Decision Reference DRN-5395138
13 Mar 2025 Financial Framework Wealth & Estate Planning Limited UpheldPensions and AnnuitiesDRN-5395138 The complaint Mr B complains about advice given by Financial Framework Wealth & Estate Planning Limited to switch his self-invested personal pension. He says the new plan is more expensive and he wouldn’t have gone ahead if the charges had been explained. To put things ... (7 pages)View decision