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 4777 results
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Decision Reference DRN-5475724
10 Apr 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5475724 The complaint Mr E has complained about the quality of a car provided on finance by Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (VWFS). What happened VWFS supplied Mr E with a used car on a hire purchase agreement in June 2024. The cash pri... (4 pages)View decision -
Decision Reference DRN1688873
27 Apr 2020 Barclays Bank UK PLC UpheldBanking and creditComplaintMr A complains that Barclays Bank UK PLC blocked and then closed his accounts. He also says Barclays unfairly placed a Credit Industry Fraud Avoidance System (CIFAS) marker against his name. He wants Barclays to compensate him for the distress and inconvenience this caused.Backgro... (4 pages)View decision -
Decision Reference DRN0080567
17 Dec 2019 Zurich Insurance PLC Not upheldInsurance (excluding PPI)Mrs B complains that Zurich Insurance PLC (Zurich) unfairly declined her commercial insurance claim. To put things right, Mrs B wants Zurich to pay her claim in accordance with the terms of her policy, to pay interest on the settlement amount, and compensation for the trouble and upset she... (6 pages)View decision -
Decision Reference DRN-4873704
2 Jul 2024 U K Insurance Limited UpheldInsuranceDRN-4873704 The complaint Mr A complains that U K Insurance Limited trading as Churchill Insurance is responsible for mishandling a claim on his motor insurance policy. What happened The subject matter of the claim and the complaint is a sports utility vehicle. It was made by a manufacture... (6 pages)View decision -
Decision Reference DRN-3636494
26 Mar 2024 St James's Place UK plc Not upheldPensions and AnnuitiesThe complaint Mr D complained about a transfer from his personal pension with St James's Place UK plc (SJP), to a Self Invested Personal Pension (SIPP), in 2012. The SIPP to which Mr D transferred was used to invest in two very high-risk investment funds. These funds then failed co... (5 pages)View decision -
Decision Reference DRN-3135417
2 Nov 2021 PRA Group (UK) Limited Not upheldConsumer CreditDRN-3135417 The complaint Mr J is unhappy with PRA Group (UK) Limited’s handling of a credit card debt. Mr J says PRA have no authority to report the default as the court concluded the debt was unenforceable and PRA have failed to show they legally own the debt. What happened I issued my p... (5 pages)View decision -
Decision Reference DRN-3470818
24 Aug 2022 Halifax Share Dealing Limited Not upheldInvestmentsDRN-3470818 The complaint Mrs and Mr P complain about the service provided by Halifax Share Dealing Limited (HSDL) whilst trying to open and account during the transfer of their ISA from a third-party to HSDL. Mr P say they’ve suffered financial loss. What happened On 31 December 2019 Mr P... (5 pages)View decision -
Decision Reference DRN-4066542
18 Apr 2023 ReAssure Limited UpheldPensions and AnnuitiesDRN-4066542 The complaint Mr N complains about delays in transferring his pension from ReAssure Limited (ReAssure) to a new provider. Mr N says he suffered financial loss in consequence of the delays. What happened I don’t think what happened is disputed. Mr N wanted to transfer his pensio... (5 pages)View decision -
Decision Reference DRN-2864381
8 Nov 2021 Hargreaves Lansdown Asset Management Limited UpheldPensions and AnnuitiesDRN-2864381 The complaint Mr W says Hargreaves Lansdown Asset Management Limited, trading as Hargreaves Lansdown (‘HL’), delayed the outward transfers of his stocks and shares Individual Savings Account (‘ISA’) and Self-Invested Personal Pension (‘SIPP’) and, as a result, caused him financ... (5 pages)View decision -
Decision Reference DRN-5822155
11 Nov 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5822155 The complaint Miss J has complained about the quality of a car provided on finance by Startline Motor Finance Limited. What happened The events surrounding this complaint are well known to both parties, so I’ll only summarise what happened briefly here. Startline supplied M... (5 pages)View decision