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-5161388
22 Nov 2024 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5161388 The complaint Mr J has complained about the quality of a car provided on finance by Moneybarn No 1 Limited (Moneybarn). What happened Moneybarn supplied Mr J with a used car on a conditional sale agreement in March 2023. The cash price of the car was around £7,000 and it ha... (5 pages)View decision -
Decision Reference DRN8620059
12 Jan 2015 Hanover St Mortgage Services Ltd UpheldInvestment and pensionsMr A has complained that Hanover St Mortgage Services Ltd (formerly SR Wealth Management Ltd) gave him unsuitable advice to increase and redirect contributions to a new plan rather than pay them to his existing pension arrangement, which had a protected retirement age of 35. Mr A also... (6 pages)View decision -
Decision Reference DRN-5475724
10 Apr 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5475724 The complaint Mr E has complained about the quality of a car provided on finance by Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (VWFS). What happened VWFS supplied Mr E with a used car on a hire purchase agreement in June 2024. The cash pri... (4 pages)View decision -
Decision Reference DRN-3142441
3 Feb 2022 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-3142441 The complaint Mr L complains that Aviva Life & Pensions UK Limited failed to carry out sufficient due diligence activities when he asked to transfer some pension savings to an occupational pension scheme (OPS) in early 2013. What happened Mr L has been assisted in making hi... (5 pages)View decision -
Decision Reference DRN8884587
17 Jan 2019 BMW Financial Services (GB) Limited Not upheldBanking and creditMrs E complains that a car she acquired under a hire purchase agreement (“HPA”) with BMW Financial Services (GB) Limited (“BMWFS”) wasn’t of satisfactory quality. She would like the car to be repaired.background In July 2017 Mrs E acquired a nearly new car under a fo... (5 pages)View decision -
Decision Reference DRN1678144
26 Jun 2018 Legal & General Partnership Services Limited UpheldPayment protection insurance (PPI)Mr C and Miss S say Legal & General Partnership Services Limited (L&G) mis-sold them a mortgage payment protection insurance (PPI) policy.backgroundI set out the circumstances leading to the complaint, and my initial findings on it, in my provisional decision e... (5 pages)View decision -
Decision Reference DRN-2364675
17 May 2021 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-2364675 The complaint Mr H complains that Liverpool Victoria Insurance Company Limited (“LV”) has withdrawn the funding for his legal expenses insurance claim in relation to a boundary dispute with his neighbour. LV uses an intermediary (“Arc Legal”) to administer its legal expenses in... (5 pages)View decision -
Decision Reference DRN9658021
13 Nov 2015 Legal & General Insurance Limited UpheldInsurance (excluding PPI)Mr T's complaint is about the cash settlement offered by Legal & General Insurance Limited for a claim under his home insurance policy and about the way his claim was handled.backgroundMr T's boiler was leaking over a long period. It caused damage to ... (5 pages)View decision -
Decision Reference DRN-3744541
10 Oct 2022 Bank of Scotland Plc Not upheldMortgagesDRN-3744541 The complaint This complaint’s about an interest-only mortgage that Mr F holds with Bank of Scotland plc trading as Halifax. Mr F suffered a life-changing brain injury in 2019, and his sons, whom I’ll refer to as Mr F1 and Mr F2, have been granted power to manage his affairs by... (5 pages)View decision -
Decision Reference DRN1969611
11 Sep 2013 Zenith Insurance plc UpheldInsurance (excluding PPI)Ms A is unhappy with the inefficiency and delays in Zenith Insurance plc’s (“Zenith”) handling of a claim she made under her motor insurance policy.backgroundThe background details of this complaint were set out in full in my provisional decision dated 25 July 2013. As the facts are re... (6 pages)View decision
