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 4385 results
-
Decision Reference DRN-3865681
23 Jan 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3865681 The complaint Mrs P complains that HSBC UK unfairly handled her claim for a refund of money she paid for a course. What happened Mrs P enrolled on a university course in August 2020, she used her HSBC credit card to make two payments for her tuition fees ... (4 pages)View decision -
Decision Reference DRN6159009
15 Apr 2015 Financial Administration Services Limited UpheldInvestment and pensionsMr and Mrs T have complained about Financial Administration Services Limited (“Fidelity”) because of delays in transferring some of their investments to another investment platform. Because of the delays, the investments were not in place with the new platform in time ... (5 pages)View decision -
Decision Reference DRN4032066
21 Aug 2017 The Royal Bank of Scotland Plc Not upheldBanking and creditMr C complains about how The Royal Bank of Scotland Plc (RBS) handled his re-mortgage application.backgroundMr C and his former wife had a mortgage with a business in the RBS group. When they separated, it was agreed that Mr C would take over the mortgage and so he a... (3 pages)View decision -
Decision Reference DRN-2848323
12 Jul 2021 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-2848323 The complaint Mr S complains that a car he acquired through a hire purchase agreement with BMW Financial Services(GB) Limited (BMWFS) was misrepresented to him. What happen In September 2020 Mr S acquired a used car from a dealer (D) financed by a hire purchase agreement with B... (3 pages)View decision -
Decision Reference DRN9664207
16 Dec 2020 Nationwide Building Society Not upheldBanking and creditComplaint Ms J complains that fraudsters have gained access to her accounts with Nationwide Building Society and standing orders she’s said up haven’t been paid correctly. She’s also unhappy Nationwide haven’t updated her account details properly or released funds which are due to her. And... (5 pages)View decision -
Decision Reference DRN0657018
25 Sep 2015 Lloyds Bank PLC Not upheldBanking and creditMr H says he was mis-sold a packaged bank account – known as a Silver Added Value Account (“AVA”) – by Lloyds Bank PLC (“Lloyds”) in 2010. He says, in summary, that: he wasn’t offered a fee-free account – he felt pressured into taking the Silver AVA and thought h... (4 pages)View decision -
Decision Reference DRN-4512226
4 Feb 2024 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-4512226 The complaint Mrs K complains Mercedes-Benz Financial Services UK Limited (MBFS) supplied her with a car that she believes wasn’t of satisfactory quality. What happened The details of this case are well known by both parties and have been clearly outlined by the investigator s... (4 pages)View decision -
Decision Reference DRN-4164185
1 Jun 2023 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-4164185 The complaint Mr A complains about a car supplied to him under a hire purchase agreement taken with Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (‘Audi’). He says he was expecting the car to be brand new with five miles recorded on the odometer... (4 pages)View decision -
Decision Reference DRN1635294
18 Jun 2020 Zenith Insurance plc UpheldInsurance (excluding PPI)Mr T complains that Zenith Insurance plc undervalued his car after he claimed on his motortrade insurance policy. He’s also complained there was additional damage to his car whenthe salvage was returned to him.For ease of reading reference to Zenith also includes its agents.background Mr T... (4 pages)View decision -
Decision Reference DRN6573978
28 Jan 2019 Gefion Insurance A/S Not upheldInsurance (excluding PPI)Mr E has complained that Gefion Insurance A/S (Gefion) unfairly cancelled his motor trade insurance policy.All references to Gefion include its agents.backgroundI issued a provisional decision on this complaint in December 2018. An extract from that decision follows:“Mr E ... (4 pages)View decision
