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 4282 results
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Decision Reference DRN1312068
12 Jun 2017 The Co-operative Bank Plc Not upheldBanking and creditThis complaint’s about an interest only mortgage which, until March 2016, Mr B and Miss M held with the Co-operative Bank Plc (Co-op) previously trading as Britannia. Mr B and Miss M wis h ed t o “ p ort” t h eir lif e tim e b ase r a te t r a cke r p ro duct t o a n... (6 pages)View decision -
Decision Reference DRN-2749930
13 Apr 2021 PSA Finance UK Limited UpheldConsumer CreditDRN-2749930 The complaint Ms L, who is represented by Mr W, complains that PSA Finance UK Limited refused to let her reject a faulty car. What happened In August 2018 Ms L acquired a new car costing £17,730 funded by a deposit of £4,000 and the balance by a finance agreement. Mr W says the... (6 pages)View decision -
Decision Reference DRN-3494529
1 Jun 2022 Shawbrook Bank Limited Not upheldConsumer CreditDRN-3494529 The complaint Ms M complains that Shawbrook Bank Limited (“Shawbrook”) has rejected the claim she made under sections 56, 75 and 140A of the Consumer Credit Act 1974 (“the Act”) in relation to a solar panel system she says was misrepresented to her by the supplier. Ms M is repr... (8 pages)View decision -
Decision Reference DRN-5020644
13 Sep 2024 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5020644 The complaint Mr B complains Mercedes-Benz Financial Services UK Limited (MBFS) supplied him with a car that he believes wasn’t of satisfactory quality. He also complains the car was mis- represented to him. What happened In January 2023, Mr B ... (6 pages)View decision -
Decision Reference DRN-3568693
29 Jun 2022 Shard Capital Partners LLP Not upheldInvestmentsDRN-3568693 The complaint Mr Z complains about delays in opening an account and in transferring shares with Shard Capital Partners LLP. He says this caused him financial loss. Mr Z also complains that Shard misled him about the opportunities it would offer him once he opened his account. D... (6 pages)View decision -
Decision Reference DRN-3450037
26 Apr 2022 Admiral Insurance Company Limited UpheldInsuranceDRN-3450037 The complaint Mr G complains Admiral Insurance Company Limited (Admiral) avoided his policy (treated it like it never existed) and declined his claim. Mr G wants his motor insurance policy reinstating and his claim paid. There are several parties and representatives of Admiral ... (7 pages)View decision -
Decision Reference DRN-2340668
1 Dec 2020 National Westminster Bank Plc UpheldBanking and PaymentsDRN-2340668 The complaint Miss B complains that National Westminster Bank plc didn’t allow her to have a payment arrangement to clear a debt outstanding on a joint overdraft account and then entered a default against her with credit reference agencies. Mr B, the joint account holder, has c... (6 pages)View decision -
Decision Reference DRN-4106526
25 May 2023 AJ Bell Securities Limited Not upheldPensions and AnnuitiesDRN-4106526 The complaint Mr V complains that AJ Bell Securities Limited (“AJ Bell”) is responsible for several failings regarding the handling of a corporate action connected to an investment held in his self- invested personal pension (“SIPP”). He says that this caused him to suffer inco... (6 pages)View decision -
Decision Reference DRN-3947268
17 Feb 2023 Tandem Bank Limited Not upheldConsumer CreditDRN-3947268 The complaint Mrs M complains that Tandem Bank Limited unfairly declined her claim under section 75 of the Consumer Credit Act 1974 (“CCA”) in respect of a holiday product she purchased in 2019. What happened In October 2019 Mrs M along with her husband purchased a points -base... (7 pages)View decision -
Decision Reference DRN4620954
13 Nov 2018 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs J are unhappy with Aviva Insurance Limited. Mr J had arranged home cover with it but, following a claim they made for damage caused by a water leak, it avoided the cover (treated it as though it had never existed). As a result the claim was declined.ba... (6 pages)View decision
