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-4425318
31 Oct 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4425318 The complaint Mr O complains that HSBC UK Bank Plc erroneously set up a Bounce Back Loan in his own name, rather than that of his company – meaning he is personally liable for its repayment. This issue has also left Mr O unable to obtain a term extension under the Loan Scheme’s... (5 pages)View decision -
Decision Reference DRN-4394471
30 Oct 2023 Zopa Bank Limited UpheldConsumer CreditDRN-4394471 The complaint Ms F has complained that Zopa Bank Limited is holding her liable for a loan which she says was taken out as the result of a scam and was not affordable. What happened Ms F responded to an investment advert. She was contacted by a scammer posing as a financial advi... (2 pages)View decision -
Decision Reference DRN-4003538
30 Oct 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4003538 The complaint Mr E complains that Options UK Personal Pensions LLP (“Options” - formerly Carey Pensions) accepted his investment into a self-invested personal pension (SIPP) when, he says, it shouldn’t have accepted business from the business who introduced him to Options; Cale... (42 pages)View decision -
Decision Reference DRN-4420178
30 Oct 2023 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4420178 The complaint Miss J is unhappy that a car supplied to her under a hire purchase agreement with BMW Financial Services (GB) Limited trading as Alphera Financial Services (‘BMW’) was of an unsatisfactory quality. What happened In June 2021, Miss J was supplied with a used car th... (5 pages)View decision -
Decision Reference DRN-3850849
30 Oct 2023 Shawbrook Bank Limited UpheldConsumer CreditDRN-3850849 The complaint Mr H has complained that Shawbrook Bank Limited rejected his claim against it under Section 75 of the Consumer Credit Act 1974. What happened Mr H bought solar panels for his home in 2015. The purchase was funded by a loan from Shawbrook, and that business is ther... (3 pages)View decision -
Decision Reference DRN-4393883
30 Oct 2023 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-4393883 The complaint Miss L complains about the way Marks & Spencer Financial Services Plc trading as M&S Bank (‘MSB’) handled a claim she made to it. What happened The background facts are well known to the parties so I will cover these briefly and focus on giving reasons fo... (4 pages)View decision -
Decision Reference DRN-4415120
30 Oct 2023 Inter Partner Assistance SA UpheldInsuranceDRN-4415120 The complaint Mr C complains, on behalf of himself and the estate of Mrs C, that Inter Partner Assistance SA (“IPA”) didn’t handle their repatriation, and claim, as it should have done. What happened Mr and Mrs C were covered by a travel insurance policy through a bank account,... (4 pages)View decision -
Decision Reference DRN-4423398
30 Oct 2023 Throgmorton Private Capital Ltd UpheldPensions and AnnuitiesDRN-4423398 The complaint Mr C complains, through his representative, that Throgmorton Private Capital Ltd gave him unsuitable advice to transfer his Personal Pension Plans to a Self-Invested Personal Pension (SIPP). What happened I issued my provisional decision on this complaint on 5 Oct... (6 pages)View decision -
Decision Reference DRN-4330860
30 Oct 2023 Aviva Insurance Limited UpheldInsuranceDRN-4330860 The complaint Mr W has complained about the way Aviva Insurance Limited handled his claim for the repairs to his van under his Mini Fleet insurance policy. Mr W is represented by Miss W. What happened Mr W’s van was damaged in an accident in May 2022. He made a claim under his ... (3 pages)View decision -
Decision Reference DRN-4420069
30 Oct 2023 Startline Motor Finance Limited UpheldConsumer CreditDRN-4420069 The complaint Mr C is unhappy that a car supplied to him under a hire purchase agreement with Startline Motor Finance Limited was of an unsatisfactory quality. What happened Startline. He paid a deposit of £1,200 and the agreement was for £13,045 over 58 months; with 57 monthly... (4 pages)View decision
