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 4385 results
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Decision Reference DRN3730141
23 Dec 2020 PSA Finance UK Limited Not upheldBanking and creditMiss R complains about the refund she received from PSA Finance UK Limited. background I set out the background to Miss R’s complaint in the provisional decision I issued for this complaint earlier this year. However, I repeat that background here so that all relevant information can be fo... (5 pages)View decision -
Decision Reference DRN-4930079
4 Sep 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4930079 The complaint Mr R complains about AXA Insurance UK Plc (“AXA”) and the way they settled the claim he made on his motor insurance policy. Mr R also complains about the way AXA investigated and progressed this claim. What happened The claim and complaint circumstances are wel... (4 pages)View decision -
Decision Reference DRN2050704
13 Dec 2019 PSA Finance UK Limited UpheldBanking and creditMr S complains that he was mis-sold a hire purchase agreement for a car, financed by PSA Finance UK Limited.backgroundIn November 2015 Mr S bought a car under a hire purchase agreement financed by PSA Finance. In 2018, at the end of the agreement, he discovered that if he wanted to keep th... (5 pages)View decision -
Decision Reference DRN-4782262
5 Sep 2024 AJ Bell Management Limited Not upheldInvestmentsDRN-4782262 The complaint Mr H complains about AJ Bell Management Limited (‘AJ Bell’). He’s unhappy about its failure to sell his shares in BZAM Limited, formerly Green Organic Dutchman Holdings. Mr H says that this placed him at a financial disadvantage because he hasn’t been able to ... (5 pages)View decision -
Decision Reference DRN-4652026
26 Mar 2024 Startline Motor Finance Limited Not upheldConsumer CreditDRN-4652026 Complaint Ms S complains that Startline Motor Finance Limited (“Startline”) unfairly entered into a hire- purchase agreement with her. She’s said the monthly payments to the agreement were not affordable and so she shouldn’t have been accepted for it. Background In January 2022... (5 pages)View decision -
Decision Reference DRN-3206706
13 Dec 2021 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3206706 The complaint Mr and Mrs L complain that HSBC UK Bank Plc trading as first direct (first direct) won’t refund the money they lost in a scam. What happened What Mr and Mrs L say Mr and Mrs L hold savings accounts and a joint current account with first direct. In January 2019 Mr... (5 pages)View decision -
Decision Reference DRN2724240
23 Jun 2020 Southern Rock Insurance Company Limited UpheldInsurance (excluding PPI)Mrs H complained that Southern Rock Insurance Company Limited avoided (treated it as if it had never existed) her motor insurance policy and refused to pay her claim. backgroundMrs H‘s car was unfortunately stolen and she made a claim under her policy with Southern Rock. But Southern Rock ... (5 pages)View decision -
Decision Reference DRN-4809380
3 Jun 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4809380 The complaint Mr and Mrs F complain Lloyds Bank PLC did not respond to their letter they sent it. What happened Mr and Mrs F say they have two joint accounts with Lloyds – a Standard Saver account and an International Money Market Call account. As they currently live abroad, th... (4 pages)View decision -
Decision Reference DRN1948151
4 Aug 2016 Volkswagen Financial Services (UK) Limited UpheldBanking and creditMr F’s complaint relates to a car he obtained under a hire purchase agreement with Volkswagen Financial Services (UK) Limited. He says he was told the car was a particular specification, which led him to enter into the agreement. But he later found out he’d been supp... (5 pages)View decision -
Decision Reference DRN-5395879
7 Apr 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5395879 The complaint Mr B complains about Liverpool Victoria Insurance Company Limited (LV) declining a claim under his motor insurance policy. Any reference to LV in this decision includes their agents. In bringing his complaint to this Service, Mr B was supported by a represent... (5 pages)View decision
