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 4563 results
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Decision Reference DRN-4092606
21 Apr 2023 Oasis Motor Finance Limited UpheldConsumer CreditDRN-4092606 The complaint Ms H complains that a car she acquired with credit from Oasis Motor Finance Limited wasn’t of satisfactory quality. Marsh FM LLP, a part of Marsh Finance Ltd, are the company administrating Ms H’s account on behalf of Oasis Motor Finance Limited. As Ms H has been ... (4 pages)View decision -
Decision Reference DRN-5164939
25 Feb 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5164939 The complaint Mr T has complained about the quality of a car provided on finance by MotoNovo Finance Limited (MotoNovo). What happened MotoNovo supplied Mr T with a new car on a hire purchase agreement in February 2023. The cash price of the car was around £24,000 and it had... (4 pages)View decision -
Decision Reference DRN7445399
25 Oct 2016 AIB Group (UK) Plc Not upheldBanking and creditMr D complains that AIB Group (UK) p.l.c trading as Allied Irish Bank (GB) (AIB) delayed in sending his deeds to his solicitor after he redeemed his mortgage. This made him lose a sale of his property, which has now reduced in value. He wants compensation for the ... (4 pages)View decision -
Decision Reference DRN-4455998
11 Dec 2024 James Hay Administration Company Ltd Not upheldPensions and AnnuitiesDRN-4455998 The complaint Ms T complains, with the help of a representative, that James Hay Administration Company Ltd (James Hay) accepted the in-specie transfer of Elysian Fuels shares into her self- invested personal pension (SIPP) without undertaking appropriate due diligence, ensur... (4 pages)View decision -
Decision Reference DRN2869199
13 Jun 2019 Whitehead Group Limited UpheldInvestment and pensionsMiss A complains that advice from Whitehead Group Limited (‘Whitehead’) to transfer her final salary occupational pension (“OPS”) benefits to a personal pension plan (‘PPP’) in 1994 was not reviewed as part of the industry-wide pensions review directed by the then indu... (5 pages)View decision -
Decision Reference DRN-3491866
7 Jun 2022 Standard Life Assurance Limited Not upheldInvestmentsDRN-3491866 The complaint Mr P complains that Standard Life Assurance Limited won’t consider a claim under a term assurance policy he held with his late wife. What happened Mr and Mrs P met with an independent financial adviser (‘IFA’) in 1999 and agreed to take out the Standard Life polic... (4 pages)View decision -
Decision Reference DRN-5160728
6 Feb 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5160728 Complaint Mr K is unhappy that Lloyds Bank PLC didn’t reimburse him after he told it he’d fallen victim to a scam. Background In 2020, Mr K learned about an investment opportunity with a company known as Buy2Let Cars. It was promoting a scheme under which investors provided ... (5 pages)View decision -
Decision Reference DRN-4424710
30 Oct 2023 West Bay Insurance Plc UpheldInsuranceDRN-4424710 The complaint Miss A complains about how West Bay Insurance Plc (“West Bay”) handled a claim under her car insurance policy. When I mention West Bay I also mean its suppliers and inspection services. What happened Miss A had a motor insurance policy with West Bay covering her c... (5 pages)View decision -
Decision Reference DRN-5255949
30 Jan 2025 Society of Lloyd's Not upheldInsuranceDRN-5255949 The complaint Mr S has complained that he was unaware any total loss marker had been applied to his classic car by his insurer in 2012 who was Society of Lloyd’s (SOL). What happened Mr S has owned his car from 2005. In December 2023 he had his car valued and was intending ... (4 pages)View decision -
Decision Reference DRN-5762992
15 Sep 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5762992 The complaint Mr S complained about end of contract charges for a car supplied on finance by Mercedes- Benz Financial Services UK Limited trading as Mercedes-Benz Finance (“MBF”). What happened Both parties are familiar with the events of this complaint, so I’ve summarised ... (5 pages)View decision
