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-4341690
11 Sep 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4341690 The complaint E, a limited company complains that HSBC UK Bank Plc (HSBC) unfairly closed its bank account leading to lost income. E is represented in its complaint by a director, Mr E. What happened In 2022, HSBC carried out a safeguarding review but didn’t hear back from E de... (2 pages)View decision -
Decision Reference DRN-4322324
11 Sep 2023 Loans 2 Go Limited UpheldConsumer CreditDRN-4322324 Complaint Mr M has complained that Loans 2 Go Limited (“L2G”) provided him with an unaffordable loan. Background L2G provided Mr M with a loan of £1,000.00 in May 2023. This loan had an APR of 770% and an 18-month term. This all meant the total amount repayable of £3.700.08, wh... (4 pages)View decision -
Decision Reference DRN-4328904
10 Sep 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4328904 The complaint Mr J complains that Advantage Insurance Company Limited unfairly cancelled his motor insurance policy. What happened In early 2022, Mr J had a car. He insured it on a comprehensive policy for the year from 1 March 2022. The policy was in the name of an insurance i... (4 pages)View decision -
Decision Reference DRN-4113378
8 Sep 2023 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4113378 The complaint Mr S complains about the quality of a used car that was supplied to him through a hire purchase agreement with BMW Financial Services (GB) Limited trading as ALPHERA Financial Services (BMWFS). What happened In May 2022 Mr S acquired a used car through a hire purc... (4 pages)View decision -
Decision Reference DRN-4298517
8 Sep 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4298517 The complaint Mr P complains about Admiral Insurance (Gibraltar) Limited’s handling of a claim he made under his home emergency policy. Admiral is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agent. As Admiral has accepted ... (3 pages)View decision -
Decision Reference DRN-4315906
8 Sep 2023 Advanced Payment Solutions Limited UpheldBanking and PaymentsDRN-4315906 The complaint A company, which I’ll refer to as W, complain that Advanced Payment Solutions Limited trading as Cashplus won’t refund an unauthorised payment taken from their account. Ms F, Mr F and Mr C, the directors of W, bring this complaint on W’s behalf. What happened The ... (2 pages)View decision -
Decision Reference DRN-4322304
8 Sep 2023 Assurant General Insurance Limited UpheldInsuranceDRN-4322304 The complaint Mr F complains about Assurant General Insurance Limited’s, trading as Assurant, settlement of his mobile phone insurance claim. My references to Assurant include its agents. What happened Mr F has mobile phone insurance through his bank account. The insurer is Ass... (5 pages)View decision -
Decision Reference DRN-4295585
8 Sep 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4295585 The complaint Mr M’s complaint concerns Bank of Scotland’s (BoS) actions surrounding his attempts to make payments to what he thought was a legitimate investment, but which turned out to be a scam. What happened The details of this complaint are well-known to both parties. And ... (3 pages)View decision -
Decision Reference DRN-4336090
8 Sep 2023 Inter Partner Assistance SA UpheldInsuranceDRN-4336090 The complaint Mrs W has complained about Inter Partner Assistance SA (IPA). She is unhappy about the way it dealt with a claim under her home emergency insurance policy. For ease of reading any reference to IPA includes its agents. What happened Mrs W made acclaim under her hom... (2 pages)View decision -
Decision Reference DRN-4063476
8 Sep 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4063476 The complaint Mr R complains that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) shouldn’t have accepted a transfer of his occupational pension scheme into a self-invested personal pension (‘SIPP’). What happened In early 2013, Mr R was contacted by a re... (42 pages)View decision
