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 4777 results
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Decision Reference DRN5070403
4 Sep 2019 Blue Motor Finance Ltd Not upheldBanking and creditMrs M and Mr K complain that the vehicle they acquired on a hire purchase agreement financed by Blue Motor Finance Ltd was not of satisfactory quality. They want to end the agreement and reject the vehicle.backgroundAs Mrs M has been the main correspondent, for ease of reading, I’ll mostly... (3 pages)View decision -
Decision Reference DRN-4188666
25 Sep 2023 Nationwide Building Society Not upheldBanking and PaymentsDRN-4188666 The complaint The personal representative (“PR”) of the estate of Mrs W complains that Nationwide Building Society (“Nationwide”) made a number of errors when dealing with the accounts of the late Mrs W. The PR believes there is potentially outstanding money owed to the estate ... (3 pages)View decision -
Decision Reference DRN-4386540
4 Jan 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-4386540 The complaint Mr A complains that Advantage Insurance Company Limited mishandled a claim on his motor insurance policy. What happened The subject matter of the claim and the complaint is a car, first registered in 2017. The car passed an MOT test on about 10 November 2022 with ... (3 pages)View decision -
Decision Reference DRN-5043741
27 Feb 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5043741 The complaint Mr K complains that BMW Financial Services(GB) (t/a ALPHERA Financial Services) (“BMW”) didn’t correctly manage his payments and this adversely affected the settlement of the account. What happened Mr K entered into a hire purchase agreement in April 2019 for a... (3 pages)View decision -
Decision Reference DRN3672439
2 Dec 2019 Gefion Insurance A/S Not upheldInsurance (excluding PPI)Mr R complains that Gefion Insurance A/S didn’t pay him fully after he made a claim on his commercial motor vehicle insurance policy and his van was written-off. It later voided the policy. Mr R also says it didn’t ensure the DVLA’s records were changed. Any reference to Gefion in this dec... (2 pages)View decision -
Decision Reference DRN-2651116
25 Mar 2021 Barclays Bank UK PLC Not upheldInvestmentsDRN-2651116 The complaint Mr C complains that Barclays Bank UK PLC failed to provide him with full information when he invested in a corporate bond issue through its nominee service. He says that if he’d been made aware that he’d have no contract with the bond issuer – meaning he couldn’t ... (3 pages)View decision -
Decision Reference DRN-4550018
29 Jan 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4550018 The complaint Mr H is unhappy with the service provided by Aviva Insurance Plc (Aviva) following a claim he made on his car insurance policy. What happened Mr H took out a car insurance policy with Aviva in February 2022. The policy booklet explained in the event of a claim Avi... (3 pages)View decision -
Decision Reference DRN-5175829
2 Jun 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5175829 The complaint Mr L has complained about the quality of a car provided on finance by Santander Consumer (UK) Plc trading as Santander Consumer Finance (“SCF”). What happened SCF supplied Mr L with a used car on a conditional sale agreement in April 2024. The cash price of th... (3 pages)View decision -
Decision Reference DRN9354334
1 Dec 2015 Derbyshire Home Loans Ltd UpheldBanking and creditMrs M complains that Derbyshire Home Loans Ltd (‘DHL’) has acted unfairly over its repossessing her property.background Mrs M has a mortgage with DHL, which since 2004 was previously with another lender (SPPL). The account first fell into arrears in 2007. DHL started ... (3 pages)View decision -
Decision Reference DRN-2568642
12 Mar 2021 Hargreaves Lansdown Asset Management Limited Not upheldPensions and AnnuitiesDRN-2568642 The complaint Miss K complains that Hargreaves Lansdown Asset Management Limited (“HLAM”) failed to transfer her pension savings to a new provider in a timely manner. What happened Miss K held pension savings with HLAM. In November 2019 the new provider informed HLAM of Miss K’... (3 pages)View decision