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 121668 results
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Decision Reference DRN-4567581
18 Jan 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4567581 The complaint Miss M has complained that Bank of Scotland plc (“BoS”) acted irresponsibly when it provided her with an overdraft facility in October 2019. She says the bank should’ve realised she was in financial difficulty, not managing her overdraft correctly and proactively ... (3 pages)View decision -
Decision Reference DRN-4566484
18 Jan 2024 Hyundai Capital UK Limited UpheldConsumer CreditDRN-4566484 The complaint Miss J complains about a car she hires from Hyundai Capital UK Limited (HCUL). She has referred to experiencing a number of issues and faults with the car and says she has now lost all faith in the car, so would like to reject it and end her agreement with HCUL. W... (5 pages)View decision -
Decision Reference DRN-4534044
18 Jan 2024 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-4534044 The complaint Mr K complains that Phoenix Life Limited hasn’t paid him the full amount he was entitled to receive from his pension policies. What happened Mr K had two pension policies with Phoenix (policy ***153 and policy ***154). The policies were originally taken out in 198... (10 pages)View decision -
Decision Reference DRN-4565026
18 Jan 2024 Brent Shrine Credit Union Limited UpheldConsumer CreditDRN-4565026 The complaint Mr P complains that Brent Shrine Credit Union Limited trading as My Community Bank (“BSCU”) irresponsibly gave him a fixed sum loan agreement he couldn’t afford to repay. What happened In November 2022, Mr P applied for a personal loan with BSCU. The credit agreem... (5 pages)View decision -
Decision Reference DRN-4554469
18 Jan 2024 Great Lakes Insurance SE UpheldInsuranceDRN-4554469 The complaint Mr F complains that Great Lakes Insurance SE rejected a claim on his landlord’s insurance policy for damage caused by his tenants. Where I refer to Great Lakes Insurance SE, this includes its agents and claims handlers acting on its behalf. What happened Mr F owns... (4 pages)View decision -
Decision Reference DRN-4553272
18 Jan 2024 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-4553272 The complaint Mr T complains that The Royal bank of Scotland Plc (RBS) has failed to make reasonable adjustments for his disability, meaning he has been unable to properly use his account. What happened Mr T has on many occasions made transfers from his RBS account to another a... (4 pages)View decision -
Decision Reference DRN-4529328
18 Jan 2024 HSBC UK Bank Plc UpheldConsumer CreditDRN-4529328 The complaint Mr J has complained that HSBC UK Bank Plc acted irresponsibly when it provided him with two high value personal loans in 2019. He also believes it has failed in its obligations to adequately support him as a vulnerable consumer. Background Mr J is a compulsive gam... (5 pages)View decision -
Decision Reference DRN-4513621
18 Jan 2024 Acromas Insurance Company Limited UpheldInsuranceDRN-4513621 The complaint Mrs W complains about how Acromas Insurance Company Limited (“Acromas”) handled a claim under her motor insurance policy. When I mention Acromas I also mean its suppliers and repairers. What happened Mrs W had a motor insurance policy with Acromas covering her car... (3 pages)View decision -
Decision Reference DRN-4563416
18 Jan 2024 MotoNovo Finance Limited UpheldConsumer CreditDRN-4563416 The complaint Mr Y is unhappy that a car supplied to him under a hire purchase agreement with MotoNovo Finance Limited was of an unsatisfactory quality. What happened In November 2022, Mr Y was supplied with a used car through a hire purchase agreement with MotoNovo. The agreem... (5 pages)View decision -
Decision Reference DRN-4544202
18 Jan 2024 Quilter Financial Services Ltd UpheldPensions and AnnuitiesDRN-4544202 The complaint Mr B complains that some advice he received about making pension contributions, from Quilter Financial Services Ltd (“Quilter”), was incorrect. What happened Mr B, along with other family members, was a director of a limited company. He first approached Quilter in... (4 pages)View decision
