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 4385 results
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Decision Reference DRN-3274192
8 Feb 2022 Hastings Insurance Services Limited UpheldInsuranceDRN-3274192 The complaint Miss M has complained through a representative that she wasn’t provided with a hard copy of the policy document for the breakdown policy Hastings Insurance Services Limited arranged for her. I’ll refer to Miss M’s representative as Mr S. What happened Miss M took ... (3 pages)View decision -
Decision Reference DRN-2834579
28 Jun 2021 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-2834579 The complaint Mr P complains that Sainsbury’s Bank Plc failed to send him account statements which resulted in a default being unfairly registered on his credit file. What happened Mr P says he didn’t receive regular credit card account statements from Sainsbury’s and as a resu... (3 pages)View decision -
Decision Reference DRN-4082104
24 Apr 2023 Quilter Life & Pensions Limited UpheldPensions and AnnuitiesDRN-4082104 The complaint Mr J complains that Quilter Life & Pensions Limited (Quilter) failed to follow his instructions to make a transfer of his pension policy. What happened Mr J said he contacted Quilter in February 2021 to request a transfer to a new provider. He didn’t hear anyt... (7 pages)View decision -
Decision Reference DRN-3294463
23 Mar 2022 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3294463 The complaint Mrs V is unhappy that HSBC UK Bank Plc won’t refund all the money she’s lost to a scam. What’s happened? Mrs V saw a private advert for a motorhome on a well-known online marketplace. She contacted the seller and was told that she was selling the motorhome at a re... (3 pages)View decision -
Decision Reference DRN1712175
3 Apr 2018 BMW Financial Services (GB) Limited Not upheldBanking and creditMr W complains about the refurbishment charges BMW Financial Services (GB) Limited, trading as Alphera levied when he handed his car back. He also complains that they failed to update his address details. backgroundMr W took receipt of his new vehicle in January 2014. ... (3 pages)View decision -
Decision Reference DRN4808646
1 Dec 2020 Nationwide Building Society UpheldBanking and creditMr A complains that Nationwide Building Society (“Nationwide”) refused his claim for a refund under Section 75 Consumer Credit Act 1974 (“Section 75”). background In May 2018 Mr A attended a presentation, during which a 3-day course was offered. He says he was told that if two people signe... (3 pages)View decision -
Decision Reference DRN-2210206
22 Jan 2021 FCE Bank Plc Not upheldConsumer CreditDRN-2210206 The complaint Mr. L complains that FCE Bank Plc (FCE) wrongly took an additional payment of £281.68 on his finance agreement, delayed dealing with issues relating to the rejection of his car and didn’t issue a new finance agreement after he was given a replacement vehicle. Mr. ... (3 pages)View decision -
Decision Reference DRN9393421
28 Feb 2020 Sytner Group Ltd Not upheldBanking and creditMiss S complains that Sytner Group Ltd (“Sytner”) misrepresented a finance agreement to her.backgroundMiss S has been represented by a friend throughout this process but for ease I will refer to Miss S throughout this decision.Miss S signed a hire purchase agreement in September 2015 to fu... (3 pages)View decision -
Decision Reference DRN6626382
20 Oct 2017 Calpe Insurance Company Limited UpheldInsurance (excluding PPI)Mr B and his representative are unhappy with the way Calpe Insurance Company Limited has dealt with and settled a claim on his motor insurance policy. backgroundCalpe received notification that Mr B’s car had been involved in an accident and was to blame for what’d ... (3 pages)View decision -
Decision Reference DRN3408091
13 Nov 2015 Santander UK Plc Not upheldBanking and creditK is a limited company and its complaint is brought by its owner, Ms O. Ms O complains that Santander UK plc will not refund all the fraudulent transactions made on K’s accounts.backgroundMs O was a UK resident when she opened business savings and current accounts ... (3 pages)View decision
