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 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-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-5106610
15 Jan 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5106610 The complaint Mrs P complains that HSBC UK Bank Plc trading as first direct (‘first direct’) won’t reimburse the money she lost when she fell victim to a scam. What happened Mrs P had invested through a company I’ll refer to as B in 2017. She received the returns and final ... (5 pages)View decision -
Decision Reference DRN-3571283
27 Nov 2023 Nationwide Building Society Not upheldBanking and PaymentsDRN-3571283 The complaint Mr T has complained that Nationwide Building Society (“Nationwide”) unfairly turned down a claim he made under section 75 of the Consumer Credit Act 1974 (“CCA”). What happened Mr T was called by someone who told him that he could make a claim in respect of holida... (5 pages)View decision -
Decision Reference DRN-3550159
7 Nov 2022 Aviva Insurance Limited Not upheldInsuranceDRN-3550159 The complaint Mr P’s complaint is about the service provided by Aviva Insurance Limited in relation to his mobile phone insurance policy. Aviva uses agents to handle claims and complaints on its behalf. For ease, I will refer to Aviva throughout this decision. What happened Thi... (6 pages)View decision -
Decision Reference DRN-4207245
20 Dec 2023 RCI Financial Services Limited UpheldConsumer CreditDRN-4207245 The complaint Mr H complains that a used car supplied by RCI Financial Services Limited (trading as Mobilize Financial Services) under a finance agreement was misrepresented and of unsatisfactory quality. What happened Mr H acquired this car with a hire purchase agreement (HPA)... (5 pages)View decision -
Decision Reference DRN0445844
2 Oct 2018 Santander UK Plc Not upheldBanking and creditMr H complains that Santander UK Plc lost his mortgage deed and failed to endorse it with a vacating receipt following repayment of the secured lending. As a result he’s incurred considerable costs in obtaining a clear title. To resolve his complaint he wants San... (6 pages)View decision -
Decision Reference DRN-3878058
3 Jan 2023 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-3878058 The complaint Mr N complains about damage charges and an excess mileage charge Mercedes-Benz Financial Services UK Limited (“MBFS”) is asking him to pay. What happened In June 2018 Mr N entered into a hire purchase agreement (“agreement”) with MBFS for a new car costing £34,295... (7 pages)View decision -
Decision Reference DRN-5054587
7 Oct 2024 National Savings and Investments UpheldBanking and PaymentsDRN-5054587 The complaint Mrs W complains about the way National Savings and Investments (NS&I) dealt with her application for additional premium bonds. What happened In November 2023, Mrs W sent NS&I a premium bond application form together with a cheque for £15,000 to purchase... (5 pages)View decision -
Decision Reference DRN-2771930
26 Nov 2021 James Hay Administration Company Ltd UpheldPensions and AnnuitiesDRN-2771930 The complaint Mr S complains that James Hay Administration Company Ltd trading as James Hay Partnership (“James Hay”) hasn’t agreed to fully refund fraudulent payments from his Self- invested personal pension (SIPP). What happened Mr S has had a SIPP with James Hay since 2003.... (5 pages)View decision
