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 4212 results
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Decision Reference DRN-2934645
6 Sep 2021 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-2934645 The complaint Mr C complains that a car acquired with finance from Mercedes-Benz Financial Services UK Limited was registered to him before he acquired it. He’s also unhappy that he hasn’t received extras he purchased with the agreement. What happened In April 2018 Mr C was sup... (2 pages)View decision -
Decision Reference DRN-3042814
20 Sep 2021 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3042814 The complaint Mrs S complains on behalf of her mother’s estate that HSBC UK Bank Plc shouldn’t have registered a power of attorney as it allowed her mother to be taken advantage of. What happened Mrs S’s mother sadly passed away in September 2018. At the time, Mrs S’s brother w... (2 pages)View decision -
Decision Reference DRN9402299
20 Dec 2019 Lloyds Bank PLC Not upheldBanking and creditMr and Mrs G have complained that Lloyds Bank PLC failed to return their title deeds after they redeemed their mortgage.backgroundThe mortgage was repaid on 11 December 2007. Mr and Mrs G say they requested their title deeds over the years but never received them. They say this prevented t... (2 pages)View decision -
Decision Reference DRN9691658
15 Dec 2015 Exeter Friendly Society Limited Not upheldInsurance (excluding PPI)Mrs K has complained about Exeter Friendly Society Limited’s decision not to renew her annually-renewable private medical insurance (“PMI”) policy. backgroundMrs K held a policy with Exeter Friendly for many years. Then, in July 2014, Exeter Friendly wrote to Mrs K to s... (3 pages)View decision -
Decision Reference DRN-4717431
26 Jul 2024 Financial Administration Services Limited UpheldInvestmentsDRN-4717431 The complaint Mr B complains about Financial Administration Services Limited (“Fidelity”) refusing to action his request for partial transfer of cash held in his Individual Savings Account (ISA) to another provider. What happened In 2021 Mr B transferred several cash ISAs in... (8 pages)View decision -
Decision Reference DRN5745707
13 Aug 2015 Alliance Trust Savings Limited Not upheldInvestment and pensionsComplaintMrs A has complained about the forced sale by Alliance Trust Savings Limited (the firm) of the Verizon shares held within her self-invested personal pension (SIPP). Due to the late notification of the sale she argues that she was not given adequate time to find ... (4 pages)View decision -
Decision Reference DRN6491354
9 Jul 2018 PSA Finance UK Limited UpheldBanking and creditMr W complains that PSA Finance UK Limited ("PSA") misled him about the service fee. It has offered £150 compensation, but Mr W wants it to waive the excess mileage charge of £251.58.backgroundMr W hired a vehicle for 12 months on a hire agreement through... (1 page)View decision -
Decision Reference DRN3557003
30 Jun 2016 TSB Bank plc Not upheldBanking and creditMr L complains that TSB Bank plc is unfairly refusing to remove an entry on his CIFAS file. The entry is causing difficulties in his employment, finances and personal life. backgroundMr L says his previous employer made an error with his National Insurance (NI) nu... (2 pages)View decision -
Decision Reference DRN9612304
17 May 2016 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Mr H complains that Royal & Sun Alliance Insurance Plc (“RSA”) lost his personal information and hasn’t offered enough compensation.background RSA wrote to Mr H to apologise that it had lost his data that was contained on a hard drive. RSA couldn’t be sure whethe... (2 pages)View decision -
Decision Reference DRN2467164
29 Aug 2013 National Westminster Bank Plc UpheldBanking and creditMr W complains that National Westminster Bank Plc has sent him confidential information in the post, relating to over 40 different people. our initial conclusionsThe adjudicator recommended that the complaint should be upheld. She said that the bank should pay Mr W £200 for distr... (2 pages)View decision
