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 4569 results
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Decision Reference DRN9691292
30 Jan 2017 FCA Automotive Services UK Ltd Not upheldBanking and creditMr S has complained that a car he took out finance for, through FCA Automotive Services UK Ltd, wasn’t as described.Mr S has been represented in bringing his complaint. But for clarity, I’ll refer to all submissions made on his behalf as having been made by him ... (2 pages)View decision -
Decision Reference DRN-3505105
27 Sep 2022 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-3505105 The complaint Mr B says he instructed Hargreaves Lansdown (‘HL’), on 27 July 2020, to arrange a transfer of his Self-Invested Personal Pension (‘SIPP’) from The Prudential Assurance Company Limited (‘Prudential’). Prudential was the ceding firm and HL was the receiver in the tr... (5 pages)View decision -
Decision Reference DRN1595623
7 Feb 2014 National Westminster Bank Plc Not upheldBanking and creditMr J complains about legal fees charged by solicitors appointed by National Westminster Bank Plc (“NatWest”) for work done to complete a purchase and mortgage transaction.backgroundMr J was purchasing a property with the aid of a mortgage from NatWest. He instructed solicitors to act fo... (2 pages)View decision -
Decision Reference DRN-5555311
16 May 2025 Automobile Association Insurance Services Limited UpheldInsuranceDRN-5555311 The complaint Mr M complains that due to an administrative error by Automobile Association Insurance Services Limited (AAISL) he was stopped by the Police for driving without insurance and given a fine and six points on his driving licence. Mr M also says he incurred the cos... (5 pages)View decision -
Decision Reference DRN-4789948
10 May 2024 Automobile Association Insurance Services Limited Not upheldInsuranceDRN-4789948 The complaint Mr L complains about how Automobile Association Insurance Services Limited (AA) sold him a breakdown insurance policy online. This decision covers the complaint made by Mr L to AA and included in their final response letter issued in December 2023, that his policy... (4 pages)View decision -
Decision Reference DRN0794544
25 Jan 2018 GPUK LLP Not upheldBanking and creditMr M complains on behalf of Leisure Attractions Limited, that GPUK LLP sold them a website card processing facility that wasn’t suitable; it wasn’t given options for accepting payments and has suffered a financial loss as a number of transactions weren’t manually authoris... (3 pages)View decision -
Decision Reference DRN-4933619
30 Sep 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-4933619 The complaint Mr E complains that Advantage Insurance Company Limited increased its quote for a motor insurance policy. What happened Mr E looked for a new policy through an online comparison site. He found one with Advantage, but he said that when he was directed to Advant... (2 pages)View decision -
Decision Reference DRN7688466
18 Aug 2017 Close Brothers Limited UpheldBanking and creditMs E complains that Close Brothers Limited (trading as Close Brothers Motor Finance) is responsible for mis-selling a hire purchase (HP) agreement.backgroundMs E’s partner wanted a motorcycle. In 2015 a motorcycle dealer supplied one. He arranged HP in the name of M... (3 pages)View decision -
Decision Reference DRN7954475
5 Sep 2017 N.I.I.B. Group Limited Not upheldBanking and creditMr C complains that N.I.I.B. Group Limited trading as Northridge Finance (Northridge Finance) won’t allow him to transfer a hire purchase agreement into his son’s name. Mr C’s son, who is the primary driver of the car, brings the complaint on behalf of his father, bu... (3 pages)View decision -
Decision Reference DRN-3238720
28 Apr 2022 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-3238720 The complaint Mr B complains about the amount that he’s been charged by Hitachi Capital (UK) plc, trading as Hitachi Capital Vehicle Solutions, at the end of a hire agreement under which a car had been supplied to him. What happened A new car was supplied to Mr B under a hire a... (4 pages)View decision
