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 128535 results
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Decision Reference DRN-4918119
5 Sep 2024 Go Car Credit Limited UpheldConsumer CreditDRN-4918119 The complaint Ms L complains that Go Car Credit Limited (“Go Car”) didn’t take reasonable steps to ensure she could afford the repayments towards a hire purchase agreement. What happened In December 2019, Go Car provided Ms L with finance for a used car which had a retail p... (4 pages)View decision -
Decision Reference DRN-3439331
5 Sep 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3439331 The complaint Mr M complains that in 2012, Options UK Personal Pensions LLP (‘Options’, trading as Carey Pensions UK LLP at the relevant time) didn’t carry out adequate due diligence when it accepted his Self-Invested Personal Pension (‘SIPP’) application and allowed him to ... (47 pages)View decision -
Decision Reference DRN-5004332
5 Sep 2024 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5004332 The complaint Miss L complains that Red Sands Insurance Company (Europe) Limited unfairly declined a claim under her pet insurance policy. Where I refer to Red Sands, this includes the actions of its agents and claims handlers for which it takes responsibility. What happen... (3 pages)View decision -
Decision Reference DRN-4957189
5 Sep 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-4957189 The complaint Mr J complains that Marshmallow Insurance Limited cancelled his motor insurance policy and despite later accepting this was done in error, has failed to compensate him properly. What happened Mr J took out a motor insurance policy with Marshmallow which started... (3 pages)View decision -
Decision Reference DRN-4956769
5 Sep 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4956769 The complaint Mr S complains that HSBC UK Bank Plc won’t refund the money he lost when he was the victim of a scam. Mr S’s complaint has been brought by a representative on his behalf but, for clarity, I will mostly refer to Mr S in this decision. What happened In mid-2021... (7 pages)View decision -
Decision Reference DRN-4834562
4 Sep 2024 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-4834562 The complaint Mr M has complained about the way that The Co-operative Bank Plc handled fraud on his account. What happened In December 2023, Mr M’s account was taken over by fraudsters, who used it to receive and try to forward on the proceeds of fraud. The Co-op blocked the... (2 pages)View decision -
Decision Reference DRN-5003980
4 Sep 2024 Interactive Investor Services Limited UpheldInvestmentsDRN-5003980 The complaint Mr P complained about Interactive Investor Services Limited (Interactive). He said it shouldn’t have transferred one of his investments from his individual savings account (ISA) to his trading account. He said it was clear that it was his intention to transfer ... (6 pages)View decision -
Decision Reference DRN-5003133
4 Sep 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5003133 The complaint Mr A complains that a number of credit cards and loans given to him by National Westminster Bank Plc (NatWest) were unaffordable for him. He argues therefore that they should not have been given to him. What happened Mr A was granted two credit cards by NatWes... (8 pages)View decision -
Decision Reference DRN-4584492
4 Sep 2024 MotoNovo Finance Limited UpheldConsumer CreditDRN-4584492 The complaint Ms A is unhappy that a motorbike supplied to her under a hire purchase agreement with MotoNovo Finance Limited was of an unsatisfactory quality. What happened In May 2022, Ms A was supplied with a new bike through a hire purchase agreement with MotoNovo. She p... (3 pages)View decision -
Decision Reference DRN-3716940
4 Sep 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3716940 The complaint The estate of Mr A complains that, before it accepted Mr A’s application to transfer his occupational defined benefit (‘DB’) pension scheme into a self-invested personal pension (‘SIPP’), Options UK Personal Pensions LLP (‘Options’, formerly Carey Pensions) did... (43 pages)View decision