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-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-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 DRN3756364
8 Dec 2015 C.P.H. Ltd Not upheldInvestment and pensionsThis complaint is about the investment advice given to Mrs C by C.P.H. Ltd (“CPH”). In summary, the executors of Mrs C’s estate have said: The level of commission paid to CPH was disproportionate to the service provided. Also, the commission was not fully disclosed... (6 pages)View decision -
Decision Reference DRN-5429712
18 Jul 2025 Accord Mortgages Limited Not upheldMortgagesDRN-5429712 The complaint Mr and Mrs H complain that Accord Mortgages Limited unfairly demanded that a mortgage protection clause needed to be added to the lease of the mortgaged property, which delayed their mortgage drawdown. This put them in a difficult position that could have been ... (4 pages)View decision -
Decision Reference DRN-5593465
18 Jun 2025 RCI Financial Services Limited UpheldConsumer CreditDRN-5593465 The complaint Mr P complains about a car supplied to him on finance by RCI Financial Services Limited trading as Nissan Financial Services (‘RCI’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. I... (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 -
Decision Reference DRN-5715919
19 Jan 2026 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5715919 The complaint Mrs M complained about the quality of a car provided on finance by Santander Consumer (UK) Plc trading as Santander Consumer Finance. What happened Santander supplied Mrs M with a used car on a conditional sale agreement in November 2021. The cash price of the... (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 DRN8683449
13 Nov 2018 Covea Insurance plc UpheldInsurance (excluding PPI)Mr M has complained that Covea Insurance plc, his motor insurer, is refusing to pay for storage charges he incurred for his car after it was damaged in a road accident. backgroundI issued a provisional decision on this complaint earlier this month. An extract follows:... (10 pages)View decision -
Decision Reference DRN9245655
13 Jan 2020 BISL Limited UpheldInsurance (excluding PPI)Mr H complains that, following a car accident, BISL Limited won’t reimburse him for his costs of around £300 for taking a hire car to Europe while his own car was being repaired.backgroundI set out the background to this complaint and my provisional conclusions by way of a provisional deci... (5 pages)View decision