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 4790 results
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Decision Reference DRN-3577151
4 Jul 2022 Novia Financial Plc Not upheldPensions and AnnuitiesDRN-3577151 The complaint Mr B’s representative has complained, on his behalf, that due to errors made by Novia Financial Plc, there was a delay in investing cash held in Mr B’s Self Invested Personal Pension (SIPP). What happened Mr B intended to invest some of his SIPP funds into the Sco... (3 pages)View decision -
Decision Reference DRN6726287
8 Jul 2014 FCE Bank Plc Not upheldBanking and creditMs D complains that FCE Bank Plc, trading as Ford Credit, contacted her unnecessarily in relation to a debt which had been settled. She seeks compensation for the anxiety, distress and time spent trying to resolve this matter.background Ms D’s father acquired a car in autumn 2011 by hire... (2 pages)View decision -
Decision Reference DRN5431242
1 Nov 2013 Santander UK Plc Not upheldBanking and creditMrs H complains – through her representative – that Santander UK Plc (‘Santander’) lost the title deeds to her property, which has caused her financial loss.background In 2012 Mrs H wished to redeem her mortgage with Santander, as she had agreed further lending from another lender for... (2 pages)View decision -
Decision Reference DRN6423019
1 Aug 2018 esure Insurance Limited Not upheldInsurance (excluding PPI)Mrs A complains about the valuation that esure Insurance Limited offered for her car under her motor insurance policy. She wants it to offer a fair market value.backgroundMrs A’s car was stolen and esure offered her £11,284, less the policy excess, as its pre-loss ma... (2 pages)View decision -
Decision Reference DRN0311875
15 Sep 2020 Close Brothers Limited UpheldBanking and creditMr R is unhappy that he couldn’t cancel an order and associated finance through Close Brothers Limited trading as Close Brothers Retail Finance, for a private number plate he bought online. He says he also never completed the online application for the fixed sum loan that was set up.backgr... (5 pages)View decision -
Decision Reference DRN-5231178
24 Dec 2024 West Bay Insurance Plc Not upheldInsuranceDRN-5231178 The complaint Mr Y complains about West Bay Insurance Plc’s handling of his car insurance claim. West Bay has been represented by its agents during the claim. All references to West Bay include its agents. Mr Y has also been represented on the claim by his spouse and the nam... (5 pages)View decision -
Decision Reference DRN-4610609
20 Sep 2024 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-4610609 The complaint Mr F has complained about a transfer of his Phoenix Life Limited (Phoenix) personal pension to an occupational scheme in 2013. Mr F’s occupational scheme was subsequently found to be a vehicle for pension liberation, the process by which pensions are accessed i... (5 pages)View decision -
Decision Reference DRN6622530
19 Aug 2013 RCI Financial Services Limited Not upheldBanking and creditMr S complains that RCI Financial Services Limited (“RCI”) did not allow him to voluntarily terminate a hire purchase agreement. backgroundMr S bought a car in September 2005, financed by a hire purchase agreement with RCI Financial Services (then trading as Nissan Finance (GB) Limited)... (2 pages)View decision -
Decision Reference DRN3053148
14 Nov 2016 Automotive Compliance Ltd Not upheldBanking and creditMr H complains that Automotive Compliance Ltd mis-sold him a conditional sale agreement. He says he didn’t know he wouldn’t be the registered owner of the car. He wants all his payments refunded and his credit file amended. His complaint is brought on his behalf by a... (2 pages)View decision -
Decision Reference DRN1448649
8 Dec 2016 Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. Not upheldInsurance (excluding PPI)Mr B has complained that Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. (Mapfre) refused to pay his motor warranty claim.backgroundMr B claimed on his policy after finding a problem with his turbo. Mapfre said it sent Mr B’s turbo to a specialist... (2 pages)View decision