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 121115 results
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Decision Reference DRN-3987651
19 Oct 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3987651 The complaint Mr R complains that Options UK Personal Pensions LLP (‘Options’ – formerly Carey Pensions) shouldn’t have accepted the transfer of his defined benefit (‘DB’) pension scheme into a self-invested personal pension (‘SIPP’). The parties involved Given there were sever... (44 pages)View decision -
Decision Reference DRN-4298438
19 Oct 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4298438 The complaint Mr O complains that HSBC UK Bank Plc (‘HSBC’) won’t refund his legal fees and costs following a scam claim. What happened Between 16 and 19 October 2020 Mr O made three payments of £10,000 for gold that he did not receive. He contacted HSBC to make a claim in Marc... (3 pages)View decision -
Decision Reference DRN-4195954
19 Oct 2023 Zopa Bank Limited UpheldConsumer CreditDRN-4195954 The complaint Mr N complains about the quality of a used car that was supplied through a hire purchase agreement with Zopa Bank Limited (Zopa). What happened In November 2022 Mr N acquired a used car through a hire purchase agreement with Zopa. The car was around six years old ... (4 pages)View decision -
Decision Reference DRN-3858224
19 Oct 2023 Starling Bank Limited UpheldBanking and PaymentsDRN-3858224 The complaint Mr B is unhappy that Starling Bank Limited is not refunding him after he fell victim to what he considers a scam. What happened The circumstances that led to this complaint are well known, so I won’t repeat them in detail here. I’ll recap the key points and focus ... (5 pages)View decision -
Decision Reference DRN-4401281
19 Oct 2023 British Gas Insurance Limited UpheldInsuranceDRN-4401281 The complaint Mrs C complains about damage to her home caused by British Gas Insurance Limited when they carried out repairs after she made a claim under her home insurance policy. What happened The background to this complaint is well known to both parties, so I’ll provide onl... (6 pages)View decision -
Decision Reference DRN-4208896
19 Oct 2023 TIDE PLATFORM LTD UpheldBanking and PaymentsDRN-4208896 The complaint Mr M, director of P (a limited company) and Mrs M (P’s company secretary) are unhappy Tide Platform Ltd won’t reimburse P for the money it lost when Mr M fell victim to a scam. What happened Mr M fell victim to a safe account scam. He received a text message, appa... (3 pages)View decision -
Decision Reference DRN-4392334
19 Oct 2023 Revolut Ltd UpheldBanking and PaymentsDRN-4392334 The complaint Mrs M, director of E (a limited company) is unhappy Revolut Ltd won’t reimburse E for the money it lost when she fell victim to a scam. What happened Mrs M (on behalf of E) is represented in this complaint by a solicitor, for simplicity I will refer to Mrs M throu... (3 pages)View decision -
Decision Reference DRN-4310565
19 Oct 2023 Avantcredit Of Uk, Llc UpheldConsumer CreditDRN-4310565 The complaint Mr R complains that AvantCredit of UK, LLC trading as AvantCredit irresponsibly lent to him. What happened AvantCredit lent Mr R a loan in April 2016, the loan was for £2,000 with 24 monthly instalments of around £113. The highest monthly instalment was £113.45. T... (2 pages)View decision -
Decision Reference DRN-4371936
19 Oct 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4371936 The complaint Miss C, through a representative, says NewDay Ltd, trading as Opus, irresponsibly lent to her. What happened Miss C applied for a credit card from NewDay in May 2018. It was approved with a limit of £900. She was then given four credit limit increases between June... (3 pages)View decision -
Decision Reference DRN-3822644
19 Oct 2023 Lighthouse Advisory Services Limited UpheldPensions and AnnuitiesDRN-3822644 The complaint Mr E complains about the advice Lighthouse Advisory Services Limited (‘Lighthouse’) gave to him to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme, the British Steel Pension Scheme (‘BSPS’) to a self-invested personal pension (‘SI... (10 pages)View decision
