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 130332 results
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Decision Reference DRN-5007241
6 Sep 2024 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5007241 The complaint Mr and Mrs C have complained about Mitsubishi HC Capital UK Plc’s (‘Mitsubishi’) response to a claim he made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’) and in relation to allegations of an unfair relationship taking in to account Sect... (5 pages)View decision -
Decision Reference DRN-5004103
6 Sep 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5004103 The complaint Mr G complains that Vanquis Bank Limited (“Vanquis”) sent his new credit card and other documents to the wrong address, which led to fraudulent activity on his account and fraudulent credit applications being made in his name. What happened Mr G holds a credi... (3 pages)View decision -
Decision Reference DRN-5003069
6 Sep 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5003069 The complaint Mr B has complained about Creation Consumer Finance Ltd (‘Creation’)’s response to a claim he made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’) What happened In January 2014, Mr B bought a solar panel system (‘the system’), from a compa... (6 pages)View decision -
Decision Reference DRN-4962614
6 Sep 2024 ReAssure Limited UpheldInsuranceDRN-4962614 The complaint Mr L complains that ReAssure Limited has failed to respond satisfactorily to a series of queries he’s raised regarding his Assured Protection Plan, which it now administers. What happened This matter has been ongoing for several years. As such, I won’t provide ... (3 pages)View decision -
Decision Reference DRN-5005361
6 Sep 2024 West Bay Insurance Plc UpheldInsuranceDRN-5005361 The complaint Miss B and Mr M complain about how West Bay Insurance plc (“West Bay”) handled a claim on their car insurance policy. What happened Miss B and Mr M had a car insurance policy with West Bay. The policy was purchased via an insurance broker. In April 2023 Mr M wa... (5 pages)View decision -
Decision Reference DRN-4958339
6 Sep 2024 Marks & Spencer Financial Services plc UpheldConsumer CreditDRN-4958339 The complaint Mr H complains that Marks & Spencer Financial Services Plc trading as M&S Bank gave him misinformation about a loan expiry date. What happened Mr H says that on 14 March 2024 he applied for an M&S Bank personal loan, and he received a confirmation f... (3 pages)View decision -
Decision Reference DRN-4977558
6 Sep 2024 Western Circle Ltd UpheldConsumer CreditDRN-4977558 The complaint Mr A has complained that Western Circle Ltd trading as Cashfloat (“Cashfloat”) gave him loans he couldn’t afford to repay and which pushed him further into debt. What happened A summary of Mr A’s borrowing can be found in the table below. loan number loan amo... (5 pages)View decision -
Decision Reference DRN-5004688
6 Sep 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5004688 The complaint A company I’ll call H complains that HSBC Bank UK PLC (HSBC) blocked then closed its account and recalled its Bounce Back Loan (BBL), without explaining why. And that it used the balance of the account funds to pay down the BBL. H is represented by its directo... (5 pages)View decision -
Decision Reference DRN-5005004
6 Sep 2024 Vision Independent Financial Planning Ltd UpheldPensions and AnnuitiesDRN-5005004 The complaint Mr B complains that Vision Independent Financial Planning Ltd gave him unsuitable advice about his pension which has led to him incurring a tax charge. What happened I issued my provisional decision on this complaint on 21 August 2024. The background and circu... (10 pages)View decision -
Decision Reference DRN-4918950
6 Sep 2024 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-4918950 The complaint Mr B, on behalf of his late mother – the estate of Mrs B – has complained that the actions of St James’s Place Wealth Management Plc (‘SJP’) have led to the estate incurring a larger inheritance tax (‘IHT’) bill than it would otherwise have done. Mr B wants the... (12 pages)View decision