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 369227 results
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Decision Reference DRN-4958337
13 Mar 2025 Specialist Motor Finance Limited UpheldConsumer CreditDRN-4958337 The complaint Mr F complains about a car acquired through a Hire Purchase agreement with Specialist Motor Finance Limited (‘Specialist’). Mr F has had problems with the car from the start and it’s been in for repairs multiple times. He wants to hand the car back and his paym... (6 pages)View decision -
Decision Reference DRN-5306827
13 Mar 2025 Accord Mortgages Limited Not upheldMortgagesDRN-5306827 The complaint Mr B complains about the lack of support provided by Accord Mortgages Limited during a period of financial difficulty and ill health which affected his ability to make his mortgage payments. What happened In 2019 Mr B bought a property and took out a repayment... (4 pages)View decision -
Decision Reference DRN-5392897
13 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5392897 The complaint Mr K complains Santander UK plc (Santander) unfairly declined his section 75 Consumer Credit Act 1974 (CCA) claim for issues with a pet travel service. What happened Mr K wanted to transport his fiancée’s pet dog from the USA to the UK. He hired a pet travel s... (8 pages)View decision -
Decision Reference DRN-5361256
13 Mar 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5361256 The complaint Mr C complains that Royal & Sun Alliance Insurance Limited (“RSA”) has unfairly handled a claim made under his property owners policy. Any reference to Mr C or RSA includes respective agents or representatives. What happened The background of this complaint... (3 pages)View decision -
Decision Reference DRN-5395428
13 Mar 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5395428 The complaint Mr K has complained, via his representatives, about a transfer of his Aviva Life & Pensions UK Limited personal pension to a Qualifying Recognised Overseas Pension Scheme (QROPS) in June 2016. Mr K’s QROPS was subsequently used to invest in various investme... (16 pages)View decision -
Decision Reference DRN-4876178
13 Mar 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4876178 The complaint Mr D complains that Lloyds Bank PLC (Lloyds’) won’t reimburse the money he lost when he fell victim to a scam. What happened Mr D says that he wanted to invest the proceeds of the sale of his home and pension funds and came across a company I’ll refer to as K ... (8 pages)View decision -
Decision Reference DRN-5390537
13 Mar 2025 N.I.I.B. Group Limited UpheldConsumer CreditDRN-5390537 The complaint Mr A is unhappy that a car supplied to him under a hire purchase agreement with N.I.I.B. Group Limited trading as Northridge Finance (Northridge) was of an unsatisfactory quality. When I refer to what Mr A or Northridge have said or done, it should also be take... (6 pages)View decision -
Decision Reference DRN-5395660
13 Mar 2025 James Hay Administration Company Ltd Not upheldPensions and AnnuitiesDRN-5395660 The complaint Mr F had a self-invested personal pension (‘SIPP’) with James Hay Administration Company Limited (‘James Hay’). Mr F complains that, before allowing it, James Hay didn’t carry out sufficient due diligence on an investment made within his SIPP and this has cause... (10 pages)View decision -
Decision Reference DRN-5362206
13 Mar 2025 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-5362206 The complaint Mrs W complains that Cabot Credit Management Group Limited trading as Cabot Financial (Europe) Limited (Cabot) harassed her about a debt that wasn’t hers and failed to accept the evidence she provided that the account opened fraudulently. Mrs W is represented i... (4 pages)View decision -
Decision Reference DRN-5328364
13 Mar 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5328364 The complaint Mr G complained that Legal and General Assurance Society Limited (L&G) declined a claim on his life and critical illness policy. What happened Mr G took out a life and critical illness policy with L&G in 2013. I was sorry to hear that in July 2023 Mr G ... (4 pages)View decision
