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 4269 results
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Decision Reference DRN-4254006
26 Jul 2023 Ageas Insurance Limited UpheldInsuranceDRN-4254006 The complaint Miss M has complained that her insurer Ageas Insurance Limited passed her details to a credit hire company (CHC) and failed to tell her she would need to pay a waiver excess when she made a claim under her car insurance policy. What happened Miss M called Ageas to... (4 pages)View decision -
Decision Reference DRN-5044016
10 Oct 2024 Bank of Scotland Plc Not upheldMortgagesDRN-5044016 The complaint Mr and Mrs S complained about a letter they received from Bank of Scotland plc trading as Halifax, when their mortgage was paid off. That letter said because they live in Scotland, they should pay a lawyer to complete the removal of Halifax’s charge on their pr... (4 pages)View decision -
Decision Reference DRN-3400795
5 Sep 2022 Embark Investment Services Limited UpheldPensions and AnnuitiesDRN-3400795 The complaint Mr H complains that Embark Investment Services Limited trading as Stocktrade (“Embark”) failed to transfer his pension savings to another provider in a timely manner. What happened Mr H held pension savings in a self-invested pension plan (“SIPP”). The administrat... (4 pages)View decision -
Decision Reference DRN0400369
10 Sep 2020 AXA Insurance UK Plc UpheldInsurance (excluding PPI)Mr A is unhappy that AXA Insurance UK Plc won’t pay his claim for loss of rent and damages under his commercial property owners policy.backgroundMr A let out a shop. In April 2015 he regained possession of the premises from an illegal sub-tenant. The property had major dilapidations. Mr A ... (4 pages)View decision -
Decision Reference DRN-5426391
3 Apr 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5426391 The complaint Mr and Mrs C complain that Nationwide Building Society (‘Nationwide’) won’t refund the money they lost when they say they fell victim to an ‘Authorised Push Payment’ (‘APP’) investment scam. Mr and Mrs C bring their complaint with the assistance of professiona... (5 pages)View decision -
Decision Reference DRN9724883
31 Jan 2019 The Society of Lloyd's Not upheldInsurance (excluding PPI)Mrs B complains that the Society of Lloyd’s (Lloyds) won’t meet all her claim for damage and things lost during a burglary.backgroundI issued a provisional decision on this complaint in January 2019. A copy is attached and forms part of this decision.In that I said I... (4 pages)View decision -
Decision Reference DRN-5205655
26 Mar 2025 Go Car Credit Limited Not upheldConsumer CreditDRN-5205655 The complaint Mrs V has complained about the quality of a car provided on finance by Go Car Credit Limited (GCCL). What happened GCCL supplied Mrs V with a used car on a hire purchase agreement in December 2023. The cash price of the car was around £11,600 and it had covere... (4 pages)View decision -
Decision Reference DRN-3213904
16 Dec 2021 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-3213904 The complaint Mr T complains that a used car Moneybarn No.1 Limited supplied under a finance agreement is of unsatisfactory quality. What happened Mr T got this car with a conditional sale agreement (CSA) provided by Moneybarn in April 2020. The car broke down a month later and... (4 pages)View decision -
Decision Reference DRN3410059
28 Feb 2020 Cofunds Limited Not upheldInvestment and pensionsMr G is unhappy that Cofunds Limited has taken its charges by selling funds from his ISA and not from his cash account as usual. backgroundMr G has had a stock and shares Individual Savings Account (ISA) and a General Investment Account (previously known as “cash account”) with Cofunds sin... (4 pages)View decision -
Decision Reference DRN-4821879
5 Nov 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4821879 The complaint Mrs L complains that HSBC UK Bank Plc (‘HSBC’) won’t refund the money she lost when she says she fell victim to a scam. What happened What Mrs L says Mrs L says that she was persuaded to invest with a company I’ll refer to as H in my decision. H was a private ... (4 pages)View decision
