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 4755 results
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Decision Reference DRN-2985449
19 Aug 2021 Metro Bank PLC UpheldBanking and PaymentsDRN-2985449 The complaint Mr B is unhappy because Metro Bank PLC (Metro Bank) did not reimburse the money he transferred to a fraudster. What happened Mr B found a van he was interested in buying on an online marketplace he’d bought vehicles from before. He felt the price was reasonable a... (3 pages)View decision -
Decision Reference DRN-5223906
24 Jan 2025 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-5223906 The complaint Mr A complains that Scottish Equitable Limited trading as Aegon (Aegon) have incorrectly administered his Self-Invested Personal Pension Plan (SIPP) depriving him of access to his money. He wants his money returned to him. What happened Mr A was auto enrolled ... (3 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 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 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 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-5938997
18 Nov 2025 West Bay Insurance Plc Not upheldInsuranceDRN-5938997 The complaint Mr C complained that West Bay Insurance Plc (“West Bay”) handled a claim against him unfairly under his motor insurance policy. What happened Mr C said a third party (“TP”) made a spurious claim against him. West Bay then decided he was responsible in light of ... (3 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-2370553
27 Nov 2020 Black Horse Limited Not upheldConsumer CreditDRN-2370553 The complaint Mr D complains that a car he obtained through a Hire Purchase Agreement with Black Horse Limited (Black Horse) wasn’t fit for purpose. He would like to sell the car to recover the cost of a new engine he had to have installed, to cancel his finance agreement, to b... (3 pages)View decision -
Decision Reference DRN4427438
20 Apr 2018 @SIPP LIMITED Not upheldInvestment and pensionsThe complaint concerns the service provided by @SIPP LIMITED (SL) when Ms B, Mr B1 and Mr B2 (the complainants) transferred the pension to another provider. It is submitted that problems with SL providing a lease, insisting on a lengthy contract, delays caused by a... (4 pages)View decision