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-4905306
18 Jul 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4905306 The complaint Mrs C, who is represented by a professional representative (“PR”), complains Capital One (Europe) plc unfairly declined a claim she has brought under section 75 of the Consumer Credit Act 1974 (“CCA”). What happened In November 2018, Mrs C purchased an upgrade ... (4 pages)View decision -
Decision Reference DRN-4905318
18 Jul 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4905318 The complaint Mrs C, who is represented by a professional representative (“PR”), complains Capital One (Europe) plc unfairly declined a claim she has brought under section 75 of the Consumer Credit Act 1974 (“CCA”). What happened In March 2020, Mrs C purchased an upgrade to ... (4 pages)View decision -
Decision Reference DRN-4802207
1 Aug 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-4802207 The complaint Ms E complains Tesco Personal Finance PLC, trading as Tesco Bank, has not treated her fairly when she made a claim under section 75 of the Consumer Credit Act 1974 (“CCA”) in relation to the purchase of a sports car which turned out to have defects. What happen... (4 pages)View decision -
Decision Reference DRN-5398873
20 Mar 2025 Markel International Insurance Company Limited Not upheldInsuranceDRN-5398873 The complaint A limited company, which I will refer to as C, complains about the settlement of its commercial liability claim by Markel International Insurance Company Limited. What happened The parties are aware of the circumstances, so the following is intended only as a b... (5 pages)View decision -
Decision Reference DRN3875671
12 Mar 2015 Arch Financial Planning Limited Not upheldInvestment and pensionsMr N has complained that he believed Arch Financial Planning Limited (“Arch”) had arranged for capital he had inherited from his late father to be invested in a cash ISA for the tax year 2011/2012. As it was, Arch had set up a stocks and shares ISA for Mr N to utilise his ISA allowance ... (4 pages)View decision -
Decision Reference DRN-5026997
7 Oct 2024 Bank of Scotland Plc Not upheldMortgagesDRN-5026997 The complaint This complaint is about a mortgage Mr P holds with Bank of Scotland plc trading as Birmingham Midshires (BM). The gist of the complaint is that Mr P believes BM unduly delayed a decision on his request to split the title of his mortgaged property to allow him t... (4 pages)View decision -
Decision Reference DRN-3857502
23 Jun 2023 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-3857502 The complaint Mr F complains about the transfer of his holdings by Hargreaves Lansdown Asset Management Limited, referred to “HL” or “the business” to a third-party business referred to as “the transferee”. What happened In summary, according to the Investigator Mr F instructed... (9 pages)View decision -
Decision Reference DRN5709336
24 Dec 2020 Secure Trust Bank Plc UpheldBanking and creditMr B is unhappy that Secure Trust Bank Plc wouldn’t accept the rejection of a car which they supplied to him under a hire purchase agreement. background A used car was supplied to Mr B under a hire purchase agreement with Secure Trust in May 2018. The car was supplied by car dealership (‘T... (9 pages)View decision -
Decision Reference DRN-4043160
5 Apr 2023 Standard Life Assurance Limited UpheldPensions and AnnuitiesDRN-4043160 The complaint Mr W complains about poor service that he received from Standard Life Assurance Limited when completing the transfer of his pension plan to them. Mr W claims that he has suffered a financial loss as a result of the alleged poor service. What happened Mr W held pen... (8 pages)View decision -
Decision Reference DRN-4094377
27 Apr 2023 ReAssure Limited UpheldPensions and AnnuitiesDRN-4094377 The complaint Mr L is unhappy with how ReAssure Limited (ReAssure) handled his request to transfer his pension to a new provider. Mr L says there were delays in getting information from ReAssure and the transfer value actually paid was less than had been quoted. What happened I... (8 pages)View decision
