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 4196 results
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Decision Reference DRN0094225
26 Feb 2015 Allen Ford (UK) Limited Not upheldBanking and creditMrs G complains that Allen Ford (UK) Limited misled her about a Personal Contract Purchase (‘PCP’) agreement she entered into. She also says that the deposit she paid was too high and that she was charged for road tax in error.backgroundMrs G says that Allen Ford led her to believe that... (3 pages)View decision -
Decision Reference DRN-2612788
19 Feb 2021 AXA Insurance UK Plc UpheldInsuranceDRN-2612788 The complaint Mr V complains that AXA Insurance UK Plc (AXA) has poorly handled his motor insurance claim. What happened Following a road traffic accident AXA failed to collect Mr V’s vehicle which had been recovered by the police. As a result, it was prematurely disposed of wi... (6 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 DRN-3461099
28 Feb 2024 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-3461099 The complaint Mr W has complained about a transfer of his Scottish Widows Limited (“SWL”) personal pension to an occupational scheme in 2013. Mr W’s occupational scheme was subsequently found to be a vehicle for pension liberation, the process by which pensions are accessed in ... (5 pages)View decision -
Decision Reference DRN-5128043
6 Jan 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5128043 The complaint Mr R, who is a director of K, complains on their behalf that HSBC UK Bank Plc (‘HSBC’) won’t refund the money they say was lost as the result of a scam. What happened Mr R says he saw an advertisement for an investment with a company I’ll refer to as B, and at... (6 pages)View decision -
Decision Reference DRN-3691014
14 Oct 2022 ITI Capital Limited UpheldInvestmentsDRN-3691014 The complaint Mr P has complained that ITI Capital Limited (‘ITI’) won’t provide him with a share certificate for a company in liquidation in which he is a shareholder. What happened In July 2020 Mr P’s two accounts, which he held with a previous firm that had gone into adminis... (3 pages)View decision -
Decision Reference DRN-5168211
13 Dec 2024 Haven Insurance Company Limited Not upheldInsuranceDRN-5168211 The complaint Mr D complains that Haven Insurance Company Limited (“Haven”) mishandled his van insurance policy. What happened The subject matter of the insurance was a van that had first been registered in 2005. Mr D acquired the van. Mr D used an insurance intermediary ... (4 pages)View decision -
Decision Reference DRN3009751
26 Feb 2019 The Society of Lloyd's Not upheldInsurance (excluding PPI)Mr S complains the Society of Lloyd’s has unfairly declined his motor insurance claim when his car was stolen. backgroundMr S insures his car through the Society of Lloyd’s. He has insured it for £99,000 – a specified value. As a condition of Mr S’ insurance he mus... (3 pages)View decision -
Decision Reference DRN7750520
16 Sep 2019 Charter Court Financial Services Limited UpheldBanking and creditB Ltd complains that Charter Court Financial Services Limited trading as Precise Mortgages acted unfairly and unreasonably when dealing with its buy to let mortgage application. It wants a refund of the assessment and valuation fee and a goodwill gesture.background B Ltd applied for a buy ... (3 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
