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 368546 results
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Decision Reference DRN-5028440
19 Feb 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5028440 The complaint Mrs F complains that Motability Operations Limited (“MOL”) are at fault for what she believes is misleading information about the advance payment on a hire agreement she held with them to acquire a car. What happened Mrs F referred a complaint to us along with... (3 pages)View decision -
Decision Reference DRN-5183386
19 Feb 2025 Wesleyan Assurance Society UpheldPensions and AnnuitiesDRN-5183386 The complaint Ms G complains that Wesleyan Assurance Society (“Wesleyan”) has failed to administer her pension plan in a professional manner. What happened Ms G has held a pension plan with Wesleyan since August 2021. The plan was originally opened to receive monthly contrib... (3 pages)View decision -
Decision Reference DRN-5123000
19 Feb 2025 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5123000 The complaint Mr L complains that J.P. Morgan Europe Limited blocked his accounts without providing an explanation and without good reason. What happened Mr L held a number of accounts with Chase. Each had a very low balance and all but one appear to have had minimal activit... (2 pages)View decision -
Decision Reference DRN-5304166
19 Feb 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5304166 The complaint Mr S complains that HSBC UK Bank Plc provided him with incorrect information when he contacted them to query the available balance on his credit card. What happened Mr S holds a credit card account with HSBC. In November 2024 Mr S contacted HSBC to query the av... (2 pages)View decision -
Decision Reference DRN-5341699
19 Feb 2025 British Gas Insurance Limited UpheldInsuranceDRN-5341699 The complaint Miss M has complained about the way British Gas Insurance Limited (‘British Gas’) dealt with claims she made on her home emergency policy as well as the quality of the repairs it carried out. British Gas is the underwriter of this policy i.e., the insurer. Dur... (7 pages)View decision -
Decision Reference DRN-5005188
19 Feb 2025 Mortgage Agency Services Number Five Limited Not upheldMortgagesDRN-5005188 The complaint Mr L complains about how Mortgage Agency Services Number Five Limited (MAS5) has administered his mortgage account. Specifically, he complains about the following: • The interest rate charged on the mortgage has been unfair. • The way MAS5 has handled the repo... (3 pages)View decision -
Decision Reference DRN-5341497
19 Feb 2025 Volvo Car UK Ltd UpheldConsumer CreditDRN-5341497 The complaint Mr G is unhappy with the way Volvo Car UK Ltd (VCUK) brokered a conditional sale agreement. What happened In 2023, Mr G had an existing finance agreement which was due to end in April 2024, so he wanted to use the car he acquired under that agreement as part e... (6 pages)View decision -
Decision Reference DRN-5318993
19 Feb 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5318993 The complaint Mrs S complains as executor of the estate of Ms M, that TSB Bank plc allowed her brother to make frequent withdrawals of cash from the late Ms M's account under a power of attorney PoA). What happened Ms M passed away in July 2022. Prior to that Mrs S advi... (3 pages)View decision -
Decision Reference DRN-5298805
19 Feb 2025 esure Insurance Limited UpheldInsuranceDRN-5298805 The complaint Mr W complains that esure Insurance Limited trading as Sheilas' Wheels is responsible for mishandling his claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a car, first registered in 2017.... (3 pages)View decision -
Decision Reference DRN-5303823
19 Feb 2025 LeasePlan UK Limited UpheldConsumer CreditDRN-5303823 The complaint Mr S complains about a van supplied to him using a hire purchase agreement taken out with LeasePlan UK Limited (“LeasePlan”). Mr S also complains about the outstanding balance that LeasePlan believe is owed on the account. What happened In February 2019, Mr S ... (6 pages)View decision
