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 120936 results
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Decision Reference DRN-4134284
6 Sep 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4134284 The complaint Mr C complains that Monzo Bank Ltd won’t refund money he lost when he was the victim of a scam. Mr C is represented by a firm that I’ll refer to as ‘S’. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key... (5 pages)View decision -
Decision Reference DRN-4335330
6 Sep 2023 N.I.I.B. Group Limited UpheldConsumer CreditDRN-4335330 The complaint Mr M complains about the quality of a car supplied to him under a personal contract purchase (PCP) agreement with NIIB Group Limited, trading as Northridge Finance (“Northridge”). What happened In April 2021 Mr M took out a PCP agreement with Northridge. This was ... (6 pages)View decision -
Decision Reference DRN-4327449
6 Sep 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4327449 Complaint Miss L is unhappy that HSBC UK Bank Plc didn’t reimburse her in full after she fell victim to a safe account scam. Background In November 2021, Miss L received a text message which purported to be from HSBC. It asked her to confirm whether a particular card transactio... (6 pages)View decision -
Decision Reference DRN-4335500
6 Sep 2023 Nationwide Building Society UpheldConsumer CreditDRN-4335500 The complaint Mr S complains about delays and problems when submitting loan applications to Nationwide Building Society. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: In November 2022 Mr S completed an... (3 pages)View decision -
Decision Reference DRN-4334746
6 Sep 2023 Great Lakes Insurance SE UpheldInsuranceDRN-4334746 The complaint Mr P complains about how Great Lakes Insurance SE dealt with a claim against his travel insurance policy. Reference to Great Lakes includes its agents. What happened In March 2022, Mr P bought a single trip travel insurance policy underwritten by Great Lakes. He ... (4 pages)View decision -
Decision Reference DRN-4335054
6 Sep 2023 Quilter Mortgage Planning Limited UpheldPensions and AnnuitiesDRN-4335054 The complaint Mr N complains about the actions of Mr X of Harton Mortgage Services Ltd (Harton) – formerly an appointed representative of Quilter Mortgage Planning Limited (Quilter Mortgage). He says Mr X gave him unsuitable advice to move two pensions to a self- invested perso... (11 pages)View decision -
Decision Reference DRN-4329816
6 Sep 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-4329816 The complaint Miss L is unhappy with Nationwide Building Society’s response to a breach of contract claim she’s made under section 75 of the Consumer Credit Act 1974 (“section 75”). What happened I recently issued a provisional decision setting out the background to this compla... (6 pages)View decision -
Decision Reference DRN-4071577
6 Sep 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4071577 The complaint Mr S has complained about his motor insurer Admiral Insurance (Gibraltar) Limited because it has accused him of fraud, cancelled his policy, declined his claim for theft of his car’s wheel and is demanding its outlay of around £2,500 be reimbursed. What happened I... (4 pages)View decision -
Decision Reference DRN-4299441
6 Sep 2023 Equifax Limited UpheldConsumer CreditDRN-4299441 The complaint Mr M complains that third party information was recorded on his credit file by Equifax Limited trading as Equifax. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: Last year, Mr M looked at ... (4 pages)View decision -
Decision Reference DRN-4298781
6 Sep 2023 Solutions Financial Services UpheldPensions and AnnuitiesDRN-4298781 The complaint Mr G’s complaint is that Solutions Financial Services (SFS) didn't give him suitable advice about transferring his pensions to a SIPP (self invested personal pension) and investing in The Resort Group (TRG), Store First and Dolphin Trust, all of which investm... (8 pages)View decision
