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 121115 results
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Decision Reference DRN-4374194
30 Jan 2024 Skyline Direct Limited UpheldConsumer CreditDRN-4374194 The complaint Miss W, who is represented by a third party, has complained to us about home credit borrowing she took out with Skyline Direct Limited (“Skyline”) between May 2019 and August 2020. What happened Miss W, who is represented by a third party, complains that the loans... (3 pages)View decision -
Decision Reference DRN-4580659
30 Jan 2024 True Potential Wealth Management LLP UpheldPensions and AnnuitiesDRN-4580659 The complaint Mr B complains about the advice True Potential Wealth Management LLP (‘True Potential’) gave to him to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a self-invested personal pension (‘SIPP’). He says the advice might not have... (5 pages)View decision -
Decision Reference DRN-4586807
30 Jan 2024 Coutts & Company UpheldBanking and PaymentsDRN-4586807 The complaint Mr and Mrs S complain that Coutts & Company (Coutts) won’t refund the money they lost as a result of an investment scam. They’re also unhappy about the customer service they then received. They’re being supported by a representative. To keep things simple, I’l... (5 pages)View decision -
Decision Reference DRN-4587368
30 Jan 2024 Bank of Scotland Plc UpheldPensions and AnnuitiesDRN-4587368 The complaint Mrs N has complained that the advice she received from Bank of Scotland plc trading as Halifax (‘Halifax’) to purchase a Stakeholder pension, rather than make additional contributions to her occupational pension, was unsuitable and has caused financial loss. Mrs N... (5 pages)View decision -
Decision Reference DRN-4506514
30 Jan 2024 Hastings Insurance Services Limited UpheldInsuranceDRN-4506514 The complaint Mr and Mrs W complain that Hastings Insurance Services Limited (Hastings) mis-sold their home insurance policy. What happened Mr and Mrs W bought a home insurance policy with Hastings, via a price comparison website. They said that during the purchase of the polic... (3 pages)View decision -
Decision Reference DRN-4529859
30 Jan 2024 Chaucer Insurance Company Designated Activity Company UpheldInsuranceDRN-4529859 The complaint Mr and Mrs H complain that Chaucer Insurance Company Designated Activity Company has unfairly declined their claim under their travel insurance policy. What happened In October 2021, Mr and Mrs H booked a trip abroad, departing on 13 June 2022. They took out a sin... (4 pages)View decision -
Decision Reference DRN-4307422
30 Jan 2024 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-4307422 The complaint Mr W complains that Shop Direct Finance Company Limited provided him with a catalogue shopping account, and increased the limit on it, when he couldn’t afford it. What happened In December 2018 Shop Direct approved Mr W for a catalogue shopping account with a limi... (3 pages)View decision -
Decision Reference DRN-4427374
30 Jan 2024 Blue Motor Finance Ltd UpheldConsumer CreditDRN-4427374 The complaint Mr P is unhappy that a car supplied to him under a hire purchase agreement with Blue Motor Finance Ltd (‘BMF’) was of an unsatisfactory quality. What happened In January 2023, Mr P was supplied with a used car through a hire purchase agreement with BMF. The agreem... (4 pages)View decision -
Decision Reference DRN-4554531
30 Jan 2024 Zopa Bank Limited UpheldConsumer CreditDRN-4554531 The complaint Mr J has complained that Zopa Bank Limited trading as Zopa acted irresponsibly when it approved him for a £6,000 loan in June 2023. Background Mr J applied for a £6,000 loan with Zopa on 3 June 2023. He said that he has struggled with compulsive gambling and the l... (2 pages)View decision -
Decision Reference DRN-4246203
30 Jan 2024 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-4246203 The complaint Mr J complains about PayPal (Europe) Sarl et Cie SCA. He says that PayPal didn’t do enough to protect him when he became the victim of a scam and would like PayPal to refund him the money he has lost. What happened Mr J was contacted via Facebook by an individual ... (4 pages)View decision
