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 119923 results
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Decision Reference DRN-4436496
3 Nov 2023 Shawbrook Bank Limited UpheldConsumer CreditDRN-4436496 The complaint Mr W has complained that Shawbrook Bank Limited (“Shawbrook”) rejected his claim against it under section 75 of the Consumer Credit Act 1974. What happened Mr W bought a solar panel system (“the system”) for his home in 2016. The purchase was funded by a loan from... (8 pages)View decision -
Decision Reference DRN-4377651
3 Nov 2023 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4377651 The complaint Mr R complains that Tesco Personal Finance PLC trading as Tesco Bank re-debited the amount it had refunded him in response to his chargeback claim. What happened Mr R travelled abroad in August 2022. Before travelling he paid to hire a car and bought premium insur... (3 pages)View decision -
Decision Reference DRN-4141469
3 Nov 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4141469 The complaint Mr and Mrs R complain that HSBC UK Bank Plc won’t refund the money they lost when they were the victims of a scam. What happened In September 2020, Mr and Mrs R say they received an email with an advert where a number of celebrities discussed investing online. As ... (5 pages)View decision -
Decision Reference DRN-3661874
3 Nov 2023 CST Wealth Management Limited UpheldPensions and AnnuitiesDRN-3661874 The complaint Mr L’s representative has complained, on his behalf, that CST Wealth Management Limited (CST) gave him unsuitable advice to transfer his defined benefits from his occupational pension scheme (OPS) – the British Steel Pension Scheme (BSPS) – to a Self Invested Pers... (19 pages)View decision -
Decision Reference DRN-4436067
3 Nov 2023 West Bay Insurance Plc UpheldInsuranceDRN-4436067 The complaint Mr Y has complained about his car insurer West Bay Insurance Plc because it hasn’t adjusted his premium for 2022 following an accident in 2021 and it, in 2022, closing the claim allowing his no claims bonus. What happened In November 2021, just prior to renewal of... (4 pages)View decision -
Decision Reference DRN-4384980
3 Nov 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4384980 The complaint Mr L complains that Santander gave him mis-leading information about his current account. In particular, he says he was given incorrect information about the balance of his account. What happened Mr L holds a current account with Santander. In March he called Sant... (2 pages)View decision -
Decision Reference DRN-4435593
3 Nov 2023 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4435593 The complaint Mr H complains Liverpool Victoria Insurance Company Limited (LV) sent emails informing him that his motor insurance policy was going to be cancelled to the wrong email address. He says this resulted in him receiving a fine and points on his driving licence for dri... (4 pages)View decision -
Decision Reference DRN-3996594
3 Nov 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3996594 The complaint Mr F complains that Options UK Personal Pensions LLP (‘Options’) shouldn’t have accepted his application to transfer his defined benefit pension into a self-invested personal pension (‘SIPP’) and invest his funds in a Friends Provident International (‘FPI’) bond. ... (41 pages)View decision -
Decision Reference DRN-4430905
3 Nov 2023 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4430905 The complaint Miss I complains that BMW Financial Services (GB) Limited (“BMWFS”) provided her with car finance that she couldn’t afford to repay. She believes BMWFS acted irresponsibly in approving the finance. Background to this decision I recently issued my provisional decis... (6 pages)View decision -
Decision Reference DRN-3935852
3 Nov 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3935852 The complaint Mr S complains that Options UK Personal Pensions LLP (“Options” – formerly Carey Pensions UK LLP) shouldn’t have accepted his application to transfer his occupational pension scheme into an Options self-invested personal pension (“SIPP”). He says Options failed to... (44 pages)View decision
