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 128312 results
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Decision Reference DRN-4925937
24 Jul 2024 Madison CF UK Limited UpheldConsumer CreditDRN-4925937 The complaint Mr G complains that the loans he had from Madison CF UK Limited (trading as 118 118 Money) were unaffordable to him. What happened Mr G was approved for the following loans from 118 118 Money between December 2018 and July 2021: Loan Date Amount Term Repaymen... (3 pages)View decision -
Decision Reference DRN-4806246
24 Jul 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4806246 The complaint Mr P complains about the quality of a car supplied to him by BMW Financial Services (GB) Limited trading as Alphera Financial Services (“BMWFS”). What happened Mr P acquired a used car under a hire purchase agreement with BMWFS in December 2022. The car cost £2... (5 pages)View decision -
Decision Reference DRN-4917457
24 Jul 2024 TIDE PLATFORM LTD UpheldBanking and PaymentsDRN-4917457 The complaint Ms A complains about a claim she made to TIDE PLATFORM LTD trading as TIDE (‘Tide’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my informal remit. Ms A is unhappy Tid... (3 pages)View decision -
Decision Reference DRN-4909716
24 Jul 2024 Zurich Insurance PLC UpheldInsuranceDRN-4909716 The complaint Mr H and Mr H complain that Zurich led them to believe their claim had been accepted and would be settled. However, it was subsequently declined, and significant costs have been incurred. For ease of reading, I’ll just refer to the one Mr H, but I have consider... (3 pages)View decision -
Decision Reference DRN-4862926
24 Jul 2024 National Westminster Bank Plc UpheldConsumer CreditDRN-4862926 The complaint Mrs T complains that National Westminster Bank Plc (“NWB”) failed to update her credit file as agreed. She says that this has impacted on her ability to obtain a mortgage. What happened Mrs T complained to NWB in 2019 because her loan account hadn’t been closed... (3 pages)View decision -
Decision Reference DRN-4924677
24 Jul 2024 HSBC UK Bank Plc UpheldConsumer CreditDRN-4924677 The complaint Mr D and Mrs H complain HSBC UK Bank Plc’s actions when dealing with administration events in relation to their accounts caused them financial detriment; and that its lack of customer service caused them distress and inconvenience. What happened Mr D and Mrs H ... (5 pages)View decision -
Decision Reference DRN-4313718
24 Jul 2024 London & Eastern LLP UpheldInvestmentsDRN-4313718 The complaint Mr S complains that London & Eastern LLP’s copy trader service led him to incur significantly larger losses than he expected because some of the trades were larger than they should have been. He wants London & Eastern to reimburse him for the additional... (3 pages)View decision -
Decision Reference DRN-4668424
24 Jul 2024 PayPal (Europe) S.à r.l et Cie, S.C.A. UpheldBanking and PaymentsDRN-4668424 The complaint Mr P complains PayPal (Europe) Sarl et Cie SCA failed to remove a default. What happened Mr P held an account with PayPal and the account was closed. The account defaulted and, as part of a previous complaint, PayPal agreed to remove the default. Sometime la... (3 pages)View decision -
Decision Reference DRN-4834852
24 Jul 2024 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-4834852 The complaint Mrs T has complained about the premium Red Sands Insurance Company (Europe) Limited charged for the renewal of her pet insurance policy. What happened In 2013 Mrs T took out a lifetime pet insurance policy for her dog. Her original insurer transferred the poli... (2 pages)View decision -
Decision Reference DRN-4926664
24 Jul 2024 True Potential Wealth Management LLP UpheldPensions and AnnuitiesDRN-4926664 The complaint Mr H is unhappy that True Potential Wealth Management LLP (True Potential) refused to provide him with transfer advice. What happened Mr H held a Section 32 pension with Firm P. He received a document containing a cash equivalent transfer valuation (CETV) from... (4 pages)View decision