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-4101674
14 Jun 2023 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4101674 The complaint Mr W has complained about the cancellation by Royal & Sun Alliance Insurance Limited (‘RSA’) of his home insurance policy. For the avoidance of doubt, the term RSA includes its agents and representatives in this decision letter. What happened Mr W initially ma... (5 pages)View decision -
Decision Reference DRN-4227490
20 Jul 2023 Financial Administration Services Limited UpheldInvestmentsDRN-4227490 The complaint Mr D complained that Financial Administration Services Limited trading as Fidelity International (‘Fidelity’): failed to follow his instructions to invest £19,000 into an ISA, split between four funds and wrongly charged him fees when the money was in a cash acc... (7 pages)View decision -
Decision Reference DRN-3376935
22 Apr 2022 esure Insurance Limited UpheldInsuranceDRN-3376935 The complaint Mr O complains about esure Insurance Limited’s handling of a claim under his car insurance policy. What happened Mr O’s car was damaged by a third party. He made a claim to esure and was provided with a hire car. esure decided Mr O’s car was a write-off and confir... (6 pages)View decision -
Decision Reference DRN-2588244
15 Feb 2021 Novaloans Ltd UpheldConsumer CreditDRN-2588244 The complaint Mr Z complains that Novaloans Limited, trading as Cash4UNow, (“NL”), wrongly applied a default to his credit file. It hadn’t given him prior notice and it then took eight months for the notice to be removed. As a result of the default, he has suffered loss and is ... (6 pages)View decision -
Decision Reference DRN2630891
4 Jun 2020 Lloyds Bank PLC UpheldInvestment and pensionsMr W’s complaint is about the time taken to transfer his self-invested personal (SIPP) fromhis existing provider to a new SIPP provider and the delay in accessing his pension benefits,in particular his pension commencement lump sum (PCLS). Mr W’s SIPP held a commercial property which was s... (7 pages)View decision -
Decision Reference DRN-4316493
24 Aug 2023 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-4316493 The complaint Mr H complains about the quality of a car he acquired under a conditional sale agreement with Santander Consumer (UK) Plc (Santander). When I refer to what Mr H has said, and Santander have said, it should also be taken to include things said on their behalf. What... (6 pages)View decision -
Decision Reference DRN-3399338
30 Mar 2022 Startline Motor Finance Limited UpheldConsumer CreditDRN-3399338 The complaint Mr R has complained that STARTLINE MOTOR FINANCE LIMITED (‘Startline’) has recorded a default on his credit file and registered a marker against him at CIFAS – the national fraud database. What’s happened? Mr R entered into a hire purchase agreement with Startline... (6 pages)View decision -
Decision Reference DRN-4685619
18 Mar 2024 RCI Financial Services Limited Not upheldConsumer CreditDRN-4685619 The complaint Miss S has complained that RCI Financial Services Limited (“RCI”) wants to repossess the car that she acquired in December 2020 using a hire purchase agreement, even though she says there is an arrangement in place to repay arrears on the agreement. What happened ... (7 pages)View decision -
Decision Reference DRN1927055
18 Dec 2015 Lloyds Bank PLC Not upheldBanking and creditMr and Mrs W held a fee-free current account with Lloyds Bank PLC for many years. They upgraded this several times over the years to progressively more expensive packaged accounts. Mr and Mrs W paid a monthly fee for these accounts and in return they came with a pa... (6 pages)View decision -
Decision Reference DRN-3340957
14 Mar 2022 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-3340957 The complaint Mr C has complained that Clydesdale Bank PLC trading as Yorkshire Bank (Clydesdale) unfairly declined his claim under Section 75 (S.75) of the Consumer Credit Act 1974 (CCA). What happened Mr and Mrs C paid for membership of a holiday club (which I’ll call Club C)... (7 pages)View decision
