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 DRN2744877
12 Nov 2014 Honda Finance Europe Plc Not upheldBanking and creditMr C complains about a used car he acquired through a hire purchase agreement with Honda Finance Europe Plc. He says he had a number of issues with the car and he is unhappy that he has not been able to return the car and obtain a refund. backgroundThe complaint was considered by one of ... (2 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 DRN1452561
20 Dec 2019 Royal & Sun Alliance Insurance Plc UpheldInsurance (excluding PPI)Mr B complains that Royal & Sun Alliance Insurance Plc (‘RSA’) arranged repairs on his vehicle that were substandard, along with causing undue delay when deciding the liability of a claim he made on his motor insurance policy. backgroundOn 17 August 2018, Mr B was involved in a collisi... (5 pages)View decision -
Decision Reference DRN-4836260
12 Jun 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4836260 The complaint Ms R is unhappy that Santander UK Plc restricted her access to her account, and with the service she’s received surrounding that. Ms R suffers with early onset dementia and so her complaint is brought to this service by her son, who holds Power of Attorney for her... (6 pages)View decision -
Decision Reference DRN1273178
28 May 2019 Mercedes-Benz Financial Services UK Limited Not upheldBanking and creditMr T complains about the compensation that he’s been offered by Mercedes-Benz Financial Services UK Limited, trading as Mercedes-Benz Finance, for a car that he rejected.background Mr T paid £900 to a broker to find a car for him. And a nearly new car was supplied ... (3 pages)View decision -
Decision Reference DRN-5219324
18 Dec 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5219324 The complaint Mr A complains about the default that BMW Financial Services (GB) Limited, trading as BMW Financial Services, has recorded on his credit file relating to a hire purchase agreement under which a car was supplied to him. What happened I issued a provisional decis... (4 pages)View decision -
Decision Reference DRN3117147
29 Jan 2015 Ecclesiastical Insurance Office Plc UpheldInsurance (excluding PPI)The circumstances and background to this complaint were set out in my provisional decision of November 2014 which was in the following terms: complaintMr and Mrs S complain about the handling of their legal expenses claim by EcclesiasticalInsurance Office Plc. References to Ecclesiastic... (5 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-4476925
22 Feb 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4476925 The complaint Mr C complains that when he redeemed his mortgage with Bank of Scotland plc trading as Halifax it failed to return to him the title deeds to his property. Mr C said he’d complained about this since, but Halifax just wasn’t looking for the documents it had lost. Wh... (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