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 DRN2162730
28 Apr 2020 Phoenix Wealth Services Limited Not upheldInvestment and pensionsComplaintMr W and Ms B have complained about the decision by Phoenix Wealth Services Limited (Phoenix), previously known as AXA Wealth Services Limited (AXA), to withdraw an important aspect of the Family SunTrust that they had set up.BackgroundThe Family SunTrust Scheme was a self-investe... (7 pages)View decision -
Decision Reference DRN2170451
17 Jul 2017 Automobile Association Insurance Services Limited Not upheldInsurance (excluding PPI)Mrs G has complained that Automobile Association Insurance Services Limited (AA) restarted her breakdown policy without permission and then automatically renewed when she didn’t want it to.backgroundIn 2009 Mrs G said she asked AA to cancel her policy as she’d got free c... (2 pages)View decision -
Decision Reference DRN3504139
15 Jul 2015 Lloyds Bank PLC Not upheldBanking and creditMrs S complains that Lloyds Bank plc unfairly closed her account and made a registration with a fraud prevention database, following a fraudulent payment being received into her account.backgroundMrs S had a current account with Lloyds. An international electronic transfer... (3 pages)View decision -
Decision Reference DRN-2968062
26 Jul 2022 SOVEREIGN PENSION SERVICES (UK) LIMITED Not upheldPensions and AnnuitiesDRN-2968062 The complaint Mr M says Sovereign Pension Services (UK) Limited (Sovereign) was responsible for a delay in acting on his instruction to disinvest from the funds in his Self-invested Personal Pension (SIPP). He says this resulted in substantial financial detriment to him. Mr M i... (5 pages)View decision -
Decision Reference DRN-4630358
20 Mar 2024 Equifax Limited Not upheldConsumer CreditDRN-4630358 The complaint Mrs K complains about information recorded on her credit file by Equifax Limited. What happened Mrs K has told us that in February 2023 she applied for car finance but was declined. The merchant advised that information on Mrs K’s credit file had led to her applic... (2 pages)View decision -
Decision Reference DRN3551658
26 Apr 2017 Black Horse Limited UpheldBanking and creditMr K complains that the car he acquired through a hire purchase agreement (HPA) with Black Horse Limited (the business) was not of satisfactory quality.backgroundMr K entered into a HPA to acquire a new car. The car was delivered in October 2015. A month later Mr K rais... (3 pages)View decision -
Decision Reference DRN0337507
3 Jun 2016 Volkswagen Financial Services (UK) Limited UpheldBanking and creditMiss F complains about a car she financed with a hire purchase agreement from Volkswagen Financial Services (UK) Limited (‘VWFS’).backgroundMiss F says she has had lots of problems with the car since financing it in May 2015. In particular with creaking and wind nois... (3 pages)View decision -
Decision Reference DRN-2804903
2 Jun 2021 Financial Administration Services Limited Not upheldInvestmentsDRN-2804903 The complaint Mrs J complained about Financial Administration Services Limited’s (trading as Fidelity) actions in transferring in her ISA investments from another provider. What happened Mrs J believes it didn’t handle this process fairly or correctly and that it withheld infor... (3 pages)View decision -
Decision Reference DRN-3118664
22 Feb 2022 Utmost Life and Pensions Limited Not upheldPensions and AnnuitiesDRN-3118664 The complaint Mr H complains that Utmost Life and Pensions Limited didn’t carry out adequate due diligence before it transferred his pension to another pension provider in 2013. He says that Utmost did not give him any warnings about the transfer or set out any risks. It also d... (3 pages)View decision -
Decision Reference DRN-4119194
7 Jul 2023 Trinity Lane Insurance Company Limited Not upheldInsuranceDRN-4119194 The complaint Mr E complains about Trinity Lane Insurance Company Limited’s decision to accept liability following a claim under his motor insurance policy What happened In early September 2021 Mr E said he received police notification about an accident that happened on 21 Augu... (3 pages)View decision
