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 125399 results
-
Decision Reference DRN-4230313
27 Mar 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4230313 The complaint Mr K complains BMW Financial Services (GB) Limited (BMW) irresponsibly entered into two hire purchase agreements because it failed to complete reasonable and proportionate checks to ensure the agreement was affordable for him. What happened On 16 August 2019, Mr K... (6 pages)View decision -
Decision Reference DRN-4709536
27 Mar 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4709536 The complaint Mrs S complains about HSBC UK Bank Plc’s response to her attempts to recover money she’d paid using her debit card for a holiday that didn’t go ahead due to the insolvency of her holiday provider. Background to this decision I recently issued a provisional decisio... (4 pages)View decision -
Decision Reference DRN-4512657
27 Mar 2024 Vauxhall Finance plc UpheldConsumer CreditDRN-4512657 The complaint Mr X complains about the quality of a vehicle he acquired from Vauxhall Finance plc (“Vauxhall”) What happened Mr X acquired a vehicle through a conditional sale agreement with Vauxhall in October 2021. It was around one year old and had travelled around 23,000 mi... (6 pages)View decision -
Decision Reference DRN-4707042
27 Mar 2024 Epayments Systems Ltd UpheldBanking and PaymentsDRN-4707042 The complaint G complain Epayments Systems Ltd (“Epayments”) should compensate them for being unfairly deprived of their funds. What happened On 11 February 2020 the regulator, The Financial Conduct Authority (FCA) placed limitations on Epayments. As a result Epayments were not... (3 pages)View decision -
Decision Reference DRN-4695821
27 Mar 2024 Metro Bank PLC UpheldConsumer CreditDRN-4695821 The complaint Mrs B says Metro Bank PLC, trading as RateSetter, lent irresponsibly when providing her with a loan in 2023. What happened In April 2023, Metro loaned Mrs B £19,500 over a 60-month term. The purpose of the loan was to fund home improvements. The interest rate on t... (3 pages)View decision -
Decision Reference DRN-4648804
27 Mar 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4648804 The complaint Mr G complains that Barclays Bank UK PLC incorrectly closed the bank account he used for his sole trader business, which I’ll refer to as B, without warning. What happened B has banked with Barclays for over 33 years. In early November 2022, Mr G tried to access B... (5 pages)View decision -
Decision Reference DRN-4710929
27 Mar 2024 Nationwide Building Society UpheldMortgagesDRN-4710929 The complaint Mrs J complains that Nationwide Building Society caused delay and then withdrew a mortgage offer, which caused her to lose the property she wanted to buy. What happened Mrs J applied, through a broker, for a mortgage with Nationwide. She was looking to sell her ex... (8 pages)View decision -
Decision Reference DRN-4480922
27 Mar 2024 QIC Europe Ltd UpheldInsuranceDRN-4480922 The complaint Mr L complains QIC Europe Ltd’s handling of his property insurance claim has been unsatisfactory. QIC’s been represented by agents for the claim and complaint. For simplicity I’ve referred to the agents’ actions as being QIC’s own. What happened In December 2022 M... (7 pages)View decision -
Decision Reference DRN-4535617
27 Mar 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4535617 The complaint Miss D complains that a car supplied with finance from BMW Financial Services (GB) Limited trading as Alphera Financial Services (“BMWFS”) wasn’t of satisfactory quality. What happened In May 2021 Miss D was supplied with a car and entered into a hire purchase agr... (4 pages)View decision -
Decision Reference DRN-4711452
27 Mar 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4711452 The complaint Mr S has a self-invested personal pension (“SIPP”) with Options UK Personal Pensions LLP (“Options”), formerly Carey Pensions UK LLP (“Carey”). Mr S transferred his existing personal pensions to the SIPP to invest in a property-based investment scheme in Cape Verd... (26 pages)View decision
