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-4796305
21 Jun 2024 Quidie Limited UpheldConsumer CreditDRN-4796305 The complaint Mr Y complains that had Quidie Limited trading as Fernovo (Fernovo) done the proper checks it would have realised he could not afford this loan. What happened Mr Y took one loan for £350 on 3 December 2022. It was due to be repaid over three instalments. The total... (7 pages)View decision -
Decision Reference DRN-4864008
20 Jun 2024 Mortgage Agency Services Number Five Limited UpheldMortgagesDRN-4864008 The complaint Mr and Mrs D complain that Mortgage Agency Services Number Five Limited (MAS5) unfairly increased the interest rate on their mortgage, meaning they were overcharged interest over many years. They complain it’s taken advantage of them because they’re unable to move... (7 pages)View decision -
Decision Reference DRN-4615842
20 Jun 2024 Lex Autolease Ltd UpheldConsumer CreditDRN-4615842 The complaint Mr E complains about a car he got under a consumer hire agreement with Lex Autolease Ltd. He says that over time the car has presented significant problems and this has caused him to lose confidence in it, along with unsuccessful efforts to fix the car. He is also... (4 pages)View decision -
Decision Reference DRN-4626368
20 Jun 2024 QIC Europe Ltd UpheldInsuranceDRN-4626368 The complaint Mr J has complained that QIC Europe Ltd declined a claim he made on his home insurance policy for subsidence. Reference to QIC includes its agents and representatives. What happened The circumstances of this complaint aren’t in dispute, so I’ll summarise the main ... (3 pages)View decision -
Decision Reference DRN-4865088
20 Jun 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4865088 The complaint Miss S has complained that HSBC UK Bank Plc (‘HSBC’) reviewed and then closed her accounts with immediate effect. She wants the accounts to be reopened. What happened Miss S had current and savings accounts with HSBC which she opened in October 2023. She says that... (4 pages)View decision -
Decision Reference DRN-4758539
20 Jun 2024 HARBOUR ROCK CAPITAL LIMITED UpheldPensions and AnnuitiesDRN-4758539 The complaint Mr P complains about the advice given by HARBOUR ROCK CAPITAL LIMITED trading as Portafina (‘Portafina’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a self-invested personal pension (‘SIPP’). Portafina processed the tran... (11 pages)View decision -
Decision Reference DRN-4864962
20 Jun 2024 Assurant General Insurance Limited UpheldInsuranceDRN-4864962 The complaint Mr Y complains about the way Assurant General Insurance Limited handled a claim under his mobile phone insurance policy. What happened The detailed background to this complaint is well known to both parties, so I’ll only summarise the key events here. Mr Y has mob... (4 pages)View decision -
Decision Reference DRN-4653513
20 Jun 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4653513 The complaint M, a company, complains that Revolut Ltd won’t refund payments it didn’t make. Mrs S, a director of M, brings the complaint on M’s behalf. What happened Mrs S’s phone was stolen. She’s said she reported the matter to the police, her network provider and put the ph... (2 pages)View decision -
Decision Reference DRN-4864169
20 Jun 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4864169 The complaint H, a limited company, complains that HSBC UK Bank Plc unreasonably withheld funds paid into its account, which affected the running of the business. It would like to be compensated for the disruption, and to be given a written exoneration. What happened The facts ... (4 pages)View decision -
Decision Reference DRN-4707249
20 Jun 2024 esure Insurance Limited UpheldInsuranceDRN-4707249 The complaint Mr H has complained about the length of time it has taken esure Insurance Limited to settle a claim he made under his car insurance policy. What happened Mr H made a claim to his insurer, esure in August 2022 for damage to his car caused by an incident with a thir... (3 pages)View decision