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 121262 results
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Decision Reference DRN-4401908
15 Nov 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4401908 The complaint Mr B complains that Bank of Scotland Plc trading as Halifax won’t refund all the unauthorised transactions that they should. Mr B has used a representative to bring his complaint. But for ease of reading, I’ll mostly just refer to Mr B himself. What happened The d... (3 pages)View decision -
Decision Reference DRN-4362811
15 Nov 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4362811 The complaint Mr S complains that HSBC UK Bank Plc mishandled his chargeback claim. What happened In or around December 2021 Mr S entered into a contract with a merchant for the supply and installation of a costal unit heat pump, a 250L solar cylinder, a 10-year parts and labou... (4 pages)View decision -
Decision Reference DRN-4453685
15 Nov 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4453685 The complaint Mr W complains that Lloyds Bank PLC has refused to refund the money he lost as a result of an authorised push payment (APP) scam. What happened Mr W invested £6,878 in a company (G) that he had found via a Facebook advert. He set up an account with a cryptocurrenc... (3 pages)View decision -
Decision Reference DRN-4457674
15 Nov 2023 Openwork Limited UpheldMortgagesDRN-4457674 The complaint Mr P complains that Openwork Limited wrongly disclosed information to his wife, Mrs P, with whom he jointly holds a mortgage. What happened Openwork was Mr and Mrs P’s mortgage broker. In early 2023, Mr P contacted it for information and guidance about their mortg... (2 pages)View decision -
Decision Reference DRN-3803910
15 Nov 2023 Inspirational Financial Management Ltd UpheldPensions and AnnuitiesDRN-3803910 The complaint Mr R complains about the suitability of the advice provided by Inspirational Financial Management Ltd (“IFM”) in November 2017 to transfer the value of his safeguarded benefits in the British Steel Pension Scheme (“BSPS”) to a personal pension plan (“PPP”). Mr R i... (11 pages)View decision -
Decision Reference DRN-4322748
15 Nov 2023 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-4322748 The complaint Mr R complains that a new car he acquired via a hire purchase agreement with Toyota Financial Services (UK) PLC wasn’t of satisfactory quality and he wishes to now reject it. What happened In February 2022 Mr R ordered a new car from a dealer using his old car in ... (4 pages)View decision -
Decision Reference DRN-4457415
15 Nov 2023 Tesco Underwriting Limited UpheldInsuranceDRN-4457415 The complaint Mrs M complains about ineffective repairs and delays in Tesco Underwriting Limited’s (Tesco) handling of her claim for storm damage to her roof, under her home buildings insurance policy. Mrs M is represented by her son in law, Mr A. But I’ll refer to Mrs M in my ... (4 pages)View decision -
Decision Reference DRN-4034617
15 Nov 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4034617 The complaint Mr S complains that Options UK Personal Pensions LLP (‘Options’ – formerly Carey Pensions) shouldn’t have accepted the transfer of his defined benefit (‘DB’) and defined contribution (‘DC’) schemes into a self-invested personal pension (‘SIPP’). The parties involv... (45 pages)View decision -
Decision Reference DRN-4446006
15 Nov 2023 Gain Credit LLC UpheldConsumer CreditDRN-4446006 The complaint Miss S complains that Gain Credit LLC trading as Lending Stream (“Lending Stream”) allowed her to take out loans which she couldn’t afford to repay. What happened A summary of Miss S’s borrowing can be found in the table below. loan number loan amount agreement da... (5 pages)View decision -
Decision Reference DRN-4457262
15 Nov 2023 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4457262 The complaint Mr and Mrs J complain about Accredited Insurance (Europe) Ltd’s (Accredited) handling of their claim for damage caused by an escape of water, under their home buildings insurance policy. Mr and Mrs J are represented by their daughter Ms L in their complaint. What ... (5 pages)View decision
