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 DRN-3997791
3 Mar 2023 First Response Finance Ltd Not upheldConsumer CreditDRN-3997791 The complaint Mr B complains about a used car he acquired through a hire purchase agreement with First Response Finance Ltd. Mr B is unhappy that he has experienced issues with the car shortly after taking possession of it. Mr B believes the car was not of satisfactory quality ... (6 pages)View decision -
Decision Reference DRN-3832184
20 Jan 2023 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-3832184 The complaint Mr V is unhappy he’s been charged an early termination charge and for excess mileage when he terminated his hire agreement with Volkswagen Financial Services (UK) Limited trading as Volkswagen Finance. What happened In April 2016, Mr V was supplied with a new car ... (7 pages)View decision -
Decision Reference DRN5421293
23 Jan 2015 The Society of Lloyd's UpheldInsurance (excluding PPI)Mr and Mrs D complain about the handling of their legal expenses claim by Society of Lloyd’s. They are unhappy that they were not able to pursue their case and were not given any other options.backgroundI issued a Provisional Decision on this complaint in November 2014, an extract fr... (7 pages)View decision -
Decision Reference DRN-4000184
4 Apr 2023 Great Lakes Insurance SE UpheldInsuranceDRN-4000184 The complaint Mr G complains that Great Lakes Insurance SE avoided his motor insurance policy and refused to pay his claim. He also complains that it disposed of his car without his consent. What happened In November 2021 Mr G had a car accident, for which he accepted fault. He... (6 pages)View decision -
Decision Reference DRN-3026019
26 Apr 2022 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-3026019 The complaint Mr A complains that Clydesdale Bank Plc (trading as Yorkshire Bank) unfairly declined his claim under section 75 of the Consumer Credit Act 1974 (“CCA”) relating to a holiday product he purchased in 2016. What happened In 2016, a Spanish company (“Company A”) sold... (6 pages)View decision -
Decision Reference DRN9585441
31 Dec 2019 NewDay Ltd UpheldBanking and creditMs Q is unhappy about a default which NewDay Ltd, trading as Aqua, registered on her credit record.backgroundI set out the background to this complaint and my provisional conclusions by way of a provisional decision – a copy of which is attached and forms part of this final decision. For t... (11 pages)View decision -
Decision Reference DRN-4807121
21 May 2024 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-4807121 The complaint Mr H complains about The Prudential Assurance Company Limited’s delay in transferring his with-profits guaranteed annuity to the Britannia Retirement Scheme, a Qualifying Recognised Overseas Pension Scheme (QROPS) with New Zealand Britannia (NZ Britannia). What ha... (11 pages)View decision -
Decision Reference DRN8741906
9 Feb 2021 Marks & Spencer Financial Services plc Not upheldBanking and creditMr G complains that Marks & Spencer Financial Services Plc (M&S) won’t refund several transactions that were made on his credit card. He says he didn’t authorise them. background Mr G’s complaint involves a complicated background with several business and professional relationships... (12 pages)View decision -
Decision Reference DRN-3875137
28 Dec 2022 BW SIPP LLP UpheldPensions and AnnuitiesDRN-3875137 The complaint Mr A complains that BW SIPP LLP (BW) failed to undertake proper checks in relation to the investment he made. He also thinks BW failed to let him know about issues with the investment before it was valued at £0. What happened Mr A transferred his existing pension ... (14 pages)View decision -
Decision Reference DRN-5058529
9 Oct 2024 ReAssure Limited Not upheldPensions and AnnuitiesDRN-5058529 The complaint Mr A has complained, with the help of a professional representative, about a transfer of his ReAssure Limited personal pension to a small self-administered scheme (SSAS) in November 2014. Mr A’s SSAS was subsequently used to invest in an overseas property with ... (13 pages)View decision
