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-5236276
22 Apr 2025 Black Horse Limited UpheldConsumer CreditDRN-5236276 The complaint Mr S has complained about the quality of a car provided on finance by Black Horse Limited trading as Land Rover Financial Services (BH). What happened The parties are familiar with the background of this complaint so I will only summarise what happened briefly... (5 pages)View decision -
Decision Reference DRN-4902152
20 Sep 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4902152 The complaint Miss S is unhappy that a van supplied to her under a conditional sale agreement with Moneybarn No.1 Limited was of an unsatisfactory quality. What happened In July 2023, Miss S entered into a conditional sale agreement with Moneybarn for the supply of a used v... (5 pages)View decision -
Decision Reference DRN1681248
19 Nov 2018 LBL N Ireland Ltd Not upheldBanking and creditMiss K complains about the way LBL N Ireland Ltd (LBL) and its agents, handled the repossession of her car. She also complains that she has overpaid LBL. Further, she considers that the bill of sale and notices of default are invalid.background A summary of the cir... (6 pages)View decision -
Decision Reference DRN-4973052
19 Aug 2024 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-4973052 The complaint Mr R has complained, with the help of a professional representative, about a transfer of his Phoenix Life Limited (Phoenix Life) personal pensions to a small self-administered scheme (SSAS) in November and December 2014, respectively. Mr R’s SSAS was subsequent... (12 pages)View decision -
Decision Reference DRN-3709497
23 Sep 2022 Southern Pacific Mortgage Limited UpheldMortgagesDRN-3709497 The complaint Mr F and Mrs F complained about how a payment arrangement to reduce the arrears on their joint mortgage with Southern Pacific Mortgage Limited (“SPML”) showed on their credit files. Mr F said this had stopped him from buying a new home, and needed to be changed. W... (5 pages)View decision -
Decision Reference DRN-5203373
11 Dec 2024 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5203373 The complaint Mr D complains that Watford Insurance Company Europe Limited cancelled his car insurance policy and won’t pay his claim for the theft of his car. My references to Watford include its agents. What happened In 2024 Mr D bought a car. On 11 February 2024 he insure... (6 pages)View decision -
Decision Reference DRN-3386219
22 Sep 2022 AJ Bell Management Limited Not upheldPensions and AnnuitiesDRN-3386219 The complaint Mrs B complains that she has lost out financially due to delays caused by AJ Bell when transferring her Self-Invested Personal Pension (SIPP). Mrs B also states that AJ Bell charged her investment charges from January to April 2021 despite the funds not being rece... (6 pages)View decision -
Decision Reference DRN-3329888
23 Feb 2022 Standard Life Assurance Limited Not upheldPensions and AnnuitiesDRN-3329888 The complaint Mr B complains that Standard Life Assurance Limited carried out insufficient checks before permitting his pension to be transferred out to a Small Self-Administered Scheme (SSAS) operated by Greenchurch Capital Ltd. What happened Mr B’s representative says that in... (5 pages)View decision -
Decision Reference DRN6361282
14 Jan 2015 The Society of Lloyd's UpheldInsurance (excluding PPI)Mr and Mrs S’s complaint is about the indemnity provided by Society of Lloyd’s in relation to paying their solicitor’s costs of acting in their legal claim.backgroundI issued a provisional decision on this complaint in November 2014, an extract from which is set out below:“In late 2004 ... (6 pages)View decision -
Decision Reference DRN-3635589
27 Sep 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3635589 The complaint Miss F complains that Monzo Bank Ltd did not reimburse the money she transferred to a fraudster. What happened Miss F has been the victim of two social media investment scams. The first one happened on 26 May 2021 when Miss F received a request to follow a lady wh... (5 pages)View decision
