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 4282 results
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Decision Reference DRN8871320
12 Feb 2016 International Insurance Company of Hannover SE Not upheldInsurance (excluding PPI)Mr K has complained about the way International Insurance Company of Hannover SE dealt with a claim it received from a third party under his motor policy.backgroundMr K’s car was reported as being involved in an accident. The other driver and passenger reported the a... (3 pages)View decision -
Decision Reference DRN5209832
3 Feb 2018 Black Horse Limited UpheldBanking and creditMr M complained Black Horse Limited wouldn’t allow him to reject his new car which has had numerous faults since he bought it in 2016. background Mr M bought a new car in September 2016. He took out a hire purchase agreement with Black Horse, paying £425 a month fo... (3 pages)View decision -
Decision Reference DRN1564524
23 Mar 2016 PQR Financial Planning Limited UpheldInvestment and pensionsMr K complains PQR Financial Planning Limited (PQR) failed to advise him to register for ‘enhanced protection’ which would’ve saved him from avoiding a tax liability on his pensions. backgroundIn 2006 PQR advised Mr K to transfer his two personal pensions into his ex... (3 pages)View decision -
Decision Reference DRN2594153
26 Mar 2019 Westwon Limited UpheldBanking and creditMs G complains about the credit broking service she received from WestWon Limited when she ordered a new car using a finance agreement. backgroundIn May 2018 Ms G enquired about leasing a car with WestWon. She received three quotes for three cars and replied stating ... (3 pages)View decision -
Decision Reference DRN-3654685
30 Aug 2023 The St. David's Partnership UpheldPensions and AnnuitiesDRN-3654685 The complaint Mr C complained that he was given unsuitable advice to transfer his defined benefit (DB) British Steel Pension Scheme (BSPS), to a type of personal pension plan, in 2018. The St. David's Partnership is responsible for answering this complaint and so to keep t... (12 pages)View decision -
Decision Reference DRN9509848
1 Jun 2017 Secure Trust Bank Plc UpheldBanking and creditMr O complains that the car he acquired through a hire purchase agreement (HPA) with Secure Trust Bank Plc (the business) was not of satisfactory quality.backgroundMr O entered into a HPA to acquire a used car. At the time of acquisition the car had been driven 94,000 ... (3 pages)View decision -
Decision Reference DRN-3739154
18 Nov 2022 Pepper (UK) Limited Not upheldMortgagesDRN-3739154 The complaint Mr N has said that Pepper (UK) Limited trading as Engage Credit is the assignee of an unregistered security, which was unlawfully transferred from another lender. He said that the debt is uncollectable, and the charge should be removed from the title. Mr N has bee... (3 pages)View decision -
Decision Reference DRN-3396213
12 May 2022 AutoMoney Limited UpheldConsumer CreditDRN-3396213 The complaint Mr A complains that a car that was supplied to him under a hire purchase agreement with AutoMoney Limited wasn’t of satisfactory quality and that the car’s engine had been replaced before it was supplied to him. What happened A used car was supplied to Mr A under ... (3 pages)View decision -
Decision Reference DRN3761355
30 Jul 2020 Markerstudy Insurance Company Limited Not upheldInsurance (excluding PPI)Mr N has complained about Markerstudy Insurance Company Limited’s handling of his car insurance policy.Reference to Markerstudy includes their agents.backgroundMr N’s car was insured with Markerstudy. As a result of an incident on 15 December 2018, Mr N’s car suffered water damage. He took... (3 pages)View decision -
Decision Reference DRN-5406422
30 Apr 2025 Haven Insurance Company Limited Not upheldInsuranceDRN-5406422 The complaint Mr O has complained that Haven Insurance Company Limited cancelled his motor insurance policy and refused to pay his claim. He’s also unhappy with the service it provided and delays in returning his car. What happened Mr O took out a motor insurance policy wit... (3 pages)View decision
