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 4196 results
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Decision Reference DRN-3167600
7 Dec 2021 Covea Insurance plc UpheldInsuranceDRN-3167600 The complaint Mr S complains that Covea Insurance plc avoided his commercial motor insurance policy (treated it as if it didn’t exist) and declined his claim following the theft of his van. Mr S wants it to pay the claim and refund his premiums. What happened Mr S’s van was st... (3 pages)View decision -
Decision Reference DRN9326608
31 Mar 2017 FirstRand Bank Limited Not upheldBanking and creditMr A acquired a van in September 2015, by hire purchase with FirstRand Bank Limited (trading as MotoNovo Finance). He complains that the van did not turn out to be as it was described to him at the point of sale.backgroundMr A said: He understood at the point of sa... (4 pages)View decision -
Decision Reference DRN2397336
20 Mar 2018 BMW Financial Services (GB) Limited UpheldBanking and creditMr H complains the description of the vehicle he acquired through a hire purchase agreement provided by BMW Financial Services (GB) Limited (“BMW”) was misrepresented. He says he was told the vehicle was new when it wasn’t. He wants to reject the vehicle and cancel ... (3 pages)View decision -
Decision Reference DRN3602683
19 Sep 2013 HSBC Bank plc Not upheldBanking and creditMrs D complains that HSBC Bank plc failed in its duty to ensure that her deeds were received from her solicitor in 2002 and were returned to her when her mortgage was paid off.backgroundMrs D entered into a mortgage agreement with HSBC in 2002. As security HSBC obtained a charge over ... (1 page)View decision -
Decision Reference DRN-3185770
18 Jan 2022 National Savings and Investments UpheldBanking and PaymentsDRN-3185770 The complaint Mrs H complains about delays and difficulties registering a Power of Attorney (POA) arrangement with National Savings and Investments (NS&I). What happened In May 2020 a POA document that appointed Miss H as an attorney for Mrs H was sent to NS&I. Miss H,... (3 pages)View decision -
Decision Reference DRN5398462
28 Mar 2018 NRAM Limited Not upheldBanking and creditMr K has complained that NRAM Limited has refused to allow him to borrow back overpayments on his mortgage account. Mr K argues that this is unfair and breaches the terms of his contract with NRAM. backgroundMr K has a mortgage taken out in July 2007 with a busin... (3 pages)View decision -
Decision Reference DRN-1144949
14 May 2020 The Royal Bank of Scotland Plc UpheldMortgagesDRN-1144949The complaintMr P complains that The Royal Bank of Scotland Plc ("RBS") have acted unfairly and unreasonably by losing the deeds to his commercial property. He wants compensation. What happenedMr P had a commercial property, which he mortgaged with RBS in 1988. Mr P ex... (2 pages)View decision -
Decision Reference DRN5745707
13 Aug 2015 Alliance Trust Savings Limited Not upheldInvestment and pensionsComplaintMrs A has complained about the forced sale by Alliance Trust Savings Limited (the firm) of the Verizon shares held within her self-invested personal pension (SIPP). Due to the late notification of the sale she argues that she was not given adequate time to find ... (4 pages)View decision -
Decision Reference DRN3007136
5 Feb 2015 The Royal Bank of Scotland Plc Not upheldBanking and creditMiss K complains that The Royal Bank of Scotland Plc supplied incorrect information to credit reference agencies which prevented her getting a better mortgage deal.backgroundMiss K got a mortgage with RBS in October 2009. In early 2014, she discovered that RBS had registered a default ... (1 page)View decision -
Decision Reference DRN-5178913
20 Mar 2025 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5178913 The complaint Mr T complains J.P. Morgan Europe Limited trading as Chase didn’t do enough to protect him when he fell victim to an investment scam. What happened Mr T has an account with Chase and an account with another business who I’ll refer to as “R” throughout the rest ... (3 pages)View decision
