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
-
Decision Reference DRN-5557476
1 Aug 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5557476 Complaint Mr R is unhappy that Nationwide Building Society didn’t reimburse him after he told it he’d fallen victim to a scam. Background Mr R says he was cold-called in relation to an investment opportunity with a company I’ll refer to as Company A. He was told that Company... (3 pages)View decision -
Decision Reference DRN-4614672
19 Feb 2024 more 2 life Ltd UpheldMortgagesDRN-4614672 The complaint Mr and Mrs R complain that more 2 life Ltd and its solicitors, a firm I’ll call E, caused delay which meant their lifetime mortgage application didn’t complete in time. This meant that Mr and Mrs R didn’t get the mortgage they wanted, which caused them substantial... (6 pages)View decision -
Decision Reference DRN2571553
26 Feb 2019 Advantage Finance Ltd UpheldBanking and creditMr R complains that Advantage Finance Ltd (“Advantage”) sold the wrong model of his car through a hire purchase agreement and that this has ultimately led to the car being repossessed.backgroundMr R entered into a hire purchase agreement in December 2016. The sales inv... (6 pages)View decision -
Decision Reference DRN-5594557
24 Jun 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5594557 The complaint Mr M complains about delays caused by Options UK Personal Pensions LLP when he asked it to transfer his Self-Invested Personal Pension (SIPP) to another provider. What happened Mr M held a “Smart SIPP.” Options was the administrator of the Scheme. The Scheme T... (10 pages)View decision -
Decision Reference DRN7957498
27 Mar 2019 Nationwide Building Society Not upheldBanking and creditMr C’s unhappy that Nationwide Building Society rejected his claim under section 75 Consumer Credit Act 1974 for the refund of a deposit he paid for a car hired abroad. backgroundMr C says he hired a car abroad but wasn’t refunded the deposit by the hirer as pro... (3 pages)View decision -
Decision Reference DRN4163363
23 Jun 2017 Ageas Insurance Limited UpheldInsurance (excluding PPI)Mr M is unhappy that Ageas Insurance Limited has refused to cover a claim under his legal expenses insurance policy.Ageas appointed claims handlers to deal with the claim on its behalf and all references to Ageas in this decision should be read as including those c... (7 pages)View decision -
Decision Reference DRN7836784
2 Feb 2021 Lex Autolease Limited UpheldBanking and creditComplaint Mr S complains that the vehicle he leased under a hire agreement with Lex Autolease Ltd had numerous faults which meant he needed to return it to the dealer on several occasions. He says this should have been taken into account and offset against the end of lease excess mileage c... (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 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 DRN1904417
24 Jan 2020 Lloyds Bank PLC Not upheldBanking and creditMr and Mrs M complain that Lloyds Bank PLC acted unfairly and unreasonably by losing the land certificate for their property and how it’s dealt with them. They want the land certificate found and compensation.backgroundMr and Mrs M borrowed money from Lloyds to buy their property in 1987, ... (3 pages)View decision