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 4338 results
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Decision Reference DRN-4601089
11 Jun 2024 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-4601089 The complaint Miss A is unhappy that a car supplied to her under a hire purchase agreement (HP) with Mercedes-Benz Financial Services UK Limited (MBFS) was of an unsatisfactory quality. What happened In March 2023, Miss A was supplied with a used car through a hire purchase agr... (3 pages)View decision -
Decision Reference DRN-3291828
11 Oct 2022 AEGON Investment Solutions Ltd Not upheldInvestmentsDRN-3291828 The complaint Mr and Mrs C complain about the service received from AEGON Investment Solutions Ltd trading as Aegon, referred to as “the business” or “Aegon”. In short, Mr C says he and Mrs C are unhappy about the following: Aegon makes a profit no matter what happens with the... (7 pages)View decision -
Decision Reference DRN1884106
29 Jan 2018 Zenith Insurance plc Not upheldInsurance (excluding PPI)Miss U is unhappy that Zenith Insurance plc voided her policy after she couldn’t validate her address.backgroundMiss U took out car insurance with Zenith in August 2015. At this time she listed her address and the risk address for the car as her brother’s home. In... (3 pages)View decision -
Decision Reference DRN-3113765
19 Apr 2022 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3113765 The complaint Miss A complains that Bank of Scotland plc trading as Halifax failed to refund two transactions she didn’t recognise. What happened Miss A explained that someone accessed her account and made two bank transfers to another account without her authorisation. Miss A ... (3 pages)View decision -
Decision Reference DRN-5185509
20 Dec 2024 National Savings and Investments UpheldBanking and PaymentsDRN-5185509 The complaint Ms G complains that National Savings and Investments (NS & I) delayed her application to be the adult holder of her Premium Bonds, and that it failed to keep her properly informed. She's represented in making the complaint by Mr G, her father. What hap... (3 pages)View decision -
Decision Reference DRN0692079
24 May 2018 BMW Financial Services (GB) Limited Not upheldBanking and creditMr K complains that a car he financed through a hire purchase agreement with BMW Financial Services (GB) Limited (“BMW Finance”) was a different specification than the one he ordered and had faults. backgroundMr K ordered a new car through an online agency in May 201... (4 pages)View decision -
Decision Reference DRN-2392507
13 Jan 2021 Santander UK Plc Not upheldBanking and PaymentsDRN-2392507 The complaint Miss M has complained that Santander UK Plc won’t refund transactions, which she says she didn’t authorise. What happened Miss M opened an account with an online gambling merchant in January 2018. She later registered with GAMSTOP to have herself excluded from gam... (4 pages)View decision -
Decision Reference DRN-3112026
16 Dec 2021 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3112026 The complaint Miss F1 and Miss F2 complain about the actions of Lloyds Bank PLC after their father, Mr F passed away. Miss F1 and Miss F2’s concerns relate to their late father’s accounts (in their capacity as executors of his estate) and the partnership accounts that were set ... (4 pages)View decision -
Decision Reference DRN3308909
22 Jun 2020 AXA Insurance UK Plc Not upheldInsurance (excluding PPI)Mr M complains that AXA Insurance UK Plc gave him poor service and unfairly declined a claim he made on his motor insurance policy. backgroundIn August 2018, after Mr M’s car was driven by someone who wasn’t insured on the policy, it was damaged in an accident. Mr M had given his keys to a... (3 pages)View decision -
Decision Reference DRN1226382
11 Mar 2020 Volkswagen Financial Services (UK) Limited Not upheldBanking and creditMr L complains about charges for repairs that Volkswagen Financial Services (UK) Limited has asked him to pay.backgroundIn May 2014 Mr L entered into a hire agreement with VWFS for a new car.When the agreement ended Mr L returned the car. As far as he was aware there was no problem with th... (3 pages)View decision
