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 4563 results
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Decision Reference DRN-3373133
16 Mar 2022 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-3373133 The complaint Mr G complains about charges for damage applied when he returned his car at the end of a hire purchase agreement provided by Mercedes-Benz Financial Services UK Limited (“MBFS”). What happened In March 2017, Mr G entered into a three year hire purchase agreement t... (6 pages)View decision -
Decision Reference DRN-4819083
16 Jul 2024 Aviva Insurance Limited UpheldInsuranceDRN-4819083 The complaint Ms W complains about how Aviva Insurance Limited (“Aviva”) handled a claim following the theft and recovery of her car. When I mention Aviva I also mean its suppliers and repairers. What happened Ms W had a motor insurance policy with Aviva covering her car. He... (6 pages)View decision -
Decision Reference DRN-5299246
31 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5299246 The complaint Mr B complains HSBC UK Bank Plc (“HSBC”) blocked and closed his current, credit card, and loan accounts without notice nor explanation. Mr B is unhappy HSBC demanded full payment of his overdraft and loan balances and didn’t let him agree a repayment plan. Mr B... (5 pages)View decision -
Decision Reference DRN-3264832
19 Jan 2022 Metro Bank PLC Not upheldBanking and PaymentsDRN-3264832 The complaint Mr M complains that Metro Bank PLC didn’t help recover the money he paid to a scam investment company. What happened Mr M says that he was interested in trading in the foreign exchange market and in February 2019, he came across an advertisement on social media fo... (5 pages)View decision -
Decision Reference DRN-3210924
14 Sep 2022 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-3210924 The complaint Mr C complains that St. James’s Place Wealth Management Plc (SJP) failed to provide him with information about his pension fund in a timely manner. He also complains about the system SJP uses to communicate with him. What happened Mr C had a pension fund with SJP.... (5 pages)View decision -
Decision Reference DRN-2381441
4 Dec 2020 Amtrust Europe Limited UpheldInsuranceDRN-2381441 The complaint Mr N complains that AmTrust Europe Limited mishandled his claim on a caravan insurance policy. What happened A manufacturer made a caravan in 2016 and Mr N bought it in October 2018. On about 25 October 2018, Mr N took out a caravan insurance policy under which Am... (7 pages)View decision -
Decision Reference DRN-4787781
7 Jun 2024 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4787781 The complaint Ms C and her representative complain that Santander Consumer (UK) Plc (“Santander”) irresponsibly granted her a conditional sale agreement she couldn’t afford to repay. What happened In April 2022 Ms C acquired a used car financed by way of a conditional sale agre... (5 pages)View decision -
Decision Reference DRN2367709
30 Mar 2021 Nationwide Building Society Not upheldBanking and creditComplaint Miss L complains Nationwide Building Society (Nationwide) won’t refund a cash withdrawal and an online bank transfer which she disputes to authorising. Background I sent Miss L and Nationwide my provisional decision on this matter on 5 March 2021. In my provisional decision - whi... (6 pages)View decision -
Decision Reference DRN6882829
24 Apr 2019 Loans 2 Go Limited Not upheldBanking and creditMr and Mrs C complain about a hire purchase agreement taken out with Loans 2 Go Limited.backgroundMr and Mrs C entered into a loan agreement with Loans 2 Go in September 2017. They sold a vehicle they already owned to the finance provider for cash and signed a ... (5 pages)View decision -
Decision Reference DRN-3785038
14 Feb 2023 Tier One Capital Ltd UpheldPensions and AnnuitiesDRN-3785038 The complaint Mr N complains about the advice given to him by Tier One Capital Ltd to invest funds in his self-invested personal pension (“SIPP”) in a property-backed lending trust. What happened Mr N was a client of Tier One. He had meetings with advisers from the firm, provid... (6 pages)View decision
