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 246785 results
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Decision Reference DRN-4141570
28 Sep 2023 MotoNovo Finance Limited Not upheldConsumer CreditDRN-4141570 The complaint Mr B complains about a used car he acquired through a hire purchase agreement with MotoNovo Finance Limited. He is unhappy about faults he’s experienced with the car and would now like to reject the car and end his agreement with MotoNovo. What happened In Novembe... (2 pages)View decision -
Decision Reference DRN-3786387
28 Sep 2023 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3786387 The complaint Mrs N complains that Bank of Scotland plc trading as Halifax (“Halifax”) have failed to refund £2,395 she lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. In... (2 pages)View decision -
Decision Reference DRN-4342336
28 Sep 2023 Advantage Finance Ltd Not upheldConsumer CreditDRN-4342336 Complaint Mr H complains that Advantage Finance Ltd (“Advantage Finance”) unfairly entered into a hire-purchase agreement with him. He’s said he was in financial difficulty when he applied for the credit and so shouldn’t have been accepted for it. Background In November 2017, A... (3 pages)View decision -
Decision Reference DRN-4140449
27 Sep 2023 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-4140449 The complaint Mr R complains that he received inadequate and delayed responses from Aegon to questions he had about how his personal pension plan worked. This came at a critical time when he was considering whether to transfer away. He considers that Aegon’s actions either caus... (11 pages)View decision -
Decision Reference DRN-4261010
27 Sep 2023 N.I.I.B. Group Limited Not upheldConsumer CreditDRN-4261010 The complaint Mrs D complains that a car acquired with finance from NIIB Group Limited wasn’t of satisfactory quality. What happened In October 2019 Mrs D was supplied with a brand-new car and entered into a hire purchase agreement with NIIB. In August 2021 Mrs D experienced is... (3 pages)View decision -
Decision Reference DRN-4335911
27 Sep 2023 AXA PPP Healthcare Limited Not upheldInsuranceDRN-4335911 The complaint Mr A has complained about the private medical insurance policy he has through his employer with AXA PPP Healthcare Limited. What happened Mr A is a member of the scheme, as is his young son. Specifically, his complaint is that AXA only allows one parent access to ... (2 pages)View decision -
Decision Reference DRN-4267546
27 Sep 2023 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4267546 The complaint Mr S has complained that HSBC UK Bank Plc registered a marker against him at CIFAS, the national fraud database. What happened In 2019, Mr S’s HSBC account received a series of credits totalling around £5,000, which were then quickly forwarded on via his mobile ap... (3 pages)View decision -
Decision Reference DRN-4336573
27 Sep 2023 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-4336573 The complaint Mr I complains about Fortegra Europe Insurance Company Ltd’s (“Fortegra”) handling of his claim under his appliance insurance policy. What happened The background to this complaint is well known to the parties so I won’t go into detail but will summarise the key p... (3 pages)View decision -
Decision Reference DRN-4126873
27 Sep 2023 PayPal (Europe) Sarl et Cie SCA Not upheldBanking and PaymentsDRN-4126873 The complaint Miss M complains that PayPal (Europe) Sarl et Cie SCA (PayPal) unfairly recorded a missed payment on her credit file. What happened Miss M has a revolving credit account with PayPal with a £200 limit. Miss M’s statements are set to be sent out in the post each mon... (3 pages)View decision -
Decision Reference DRN-4296172
27 Sep 2023 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-4296172 The complaint Miss K complains about repairs carried out on her vehicle by AA Underwriting Insurance Company Limited (AA) after making a claim on her car insurance policy. Any reference to AA in this final decision includes its respective agents unless specified otherwise. What... (3 pages)View decision
