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 4361 results
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Decision Reference DRN8809392
16 Jan 2015 Black Horse Limited Not upheldBanking and creditMr L complains about a hire purchase agreement Black Horse Limited is asking him to repay. He says the vehicle that the hire purchase agreement relates to was bought for cash and he should not therefore have to repay the hire purchase agreement. backgroundMr L says he went to a supplier... (2 pages)View decision -
Decision Reference DRN-2599489
9 Jul 2021 Automobile Association Insurance Services Limited Not upheldInsuranceDRN-2599489 The complaint Ms A has complained that Automobile Association Insurance Services Limited (AA) unreasonably refused to pay her partner’s claim under this breakdown repair policy. Ms A is represented by her partner Mr A so I shall just refer to him throughout. What happened Mr A ... (2 pages)View decision -
Decision Reference DRN-3153088
24 Jan 2022 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-3153088 The complaint Mr K complains that Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (VWFS) didn’t pay the first three months’ instalments on his hire purchase agreement (HPA) as had been agreed. What happened Mr K entered into a HPA with VWFS in Sept... (2 pages)View decision -
Decision Reference DRN-3122268
2 Nov 2021 The Mortgage Works (UK) Plc Not upheldMortgagesDRN-3122268 The complaint Mr and Mrs M complain that The Mortgage Works (UK) Plc (TMW) lost the title deeds to their property. What happened Mr and Mrs M took out a mortgage with Morgan Stanley Bank International Limited, trading as Advantage, on 22 March 2007. In July 2007, the mortgage ... (2 pages)View decision -
Decision Reference DRN-4342400
28 Sep 2023 West Bay Insurance Plc Not upheldInsuranceDRN-4342400 The complaint Mr R complains about the settlement he received from West Bay Insurance Plc after he made a claim under his motorcycle insurance policy. West Bay is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As West... (2 pages)View decision -
Decision Reference DRN-5006938
6 Sep 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5006938 The complaint Mr M complains about how his insurer, Admiral Insurance (Gibraltar) Limited (Admiral), handled a claim under his motor insurance policy following the theft of his vehicle. Any reference to Admiral in this decision includes their agents. What happened Mr M had... (3 pages)View decision -
Decision Reference DRN5046609
29 Sep 2020 Phoenix Wealth Services Limited UpheldInvestment and pensionsComplaintMr and Mrs P have complained that after setting up their Family SunTrust, Phoenix Wealth Services Limited (Phoenix), previously known as AXA Wealth Services Limited (AXA) withdrew an important facility of the scheme - the non-proportionate allocation of investment growth facility.... (6 pages)View decision -
Decision Reference DRN3088657
21 Mar 2014 HSBC Bank plc UpheldBanking and creditMr N complains that HSBC Bank plc should remove a default from his credit file and pay him compensation.background Around the time their marriage broke down, Mr N and his wife had an overdrawn joint account with HSBC. Mr N says that - without warning - HSBC registered a default which ... (3 pages)View decision -
Decision Reference DRN-4654016
29 Feb 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4654016 The complaint Mr M has complained that Bank of Scotland plc (trading as Halifax) registered a marker against him at CIFAS, the national fraud database. What happened In 2019, Mr M received £4,750 in bank transfers, which he then quickly withdrew in cash or transferred to an acc... (3 pages)View decision -
Decision Reference DRN-5031574
9 Oct 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5031574 The complaint Mr B has complained about the way Santander UK Plc handled fraud. What happened Both sides are most familiar with the case, so I’ll summarise things in brief. Fraudsters stole Mr B’s identity, set up a mail redirect, opened a Santander account in his name, and ... (3 pages)View decision
