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 125716 results
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Decision Reference DRN-4219622
29 Sep 2023 Next Retail Limited UpheldConsumer CreditDRN-4219622 The complaint Ms J has complained that Next Retail Limited (“Next”), irresponsibly lent to her. What happened Ms J opened a shopping account with Next in September 2019. Her account limit was initially low - £600. Over the course of the next two years Ms J’s account limit was i... (4 pages)View decision -
Decision Reference DRN-4037055
29 Sep 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4037055 The complaint Mr A complains that Lloyds Bank PLC hasn’t refunded him after he fell victim to an investment scam. What happened The facts of this complaint are well known to all parties and so I won’t go into extensive detail about what happened here, especially considering how... (3 pages)View decision -
Decision Reference DRN-4370243
29 Sep 2023 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-4370243 The complaint Mr and Mrs L, trading as a partnership I will refer to as F, complain about the sale of their commercial insurance policy by The National Farmers' Union Mutual Insurance Society Limited (NFUM). They say that as a result of NFUM’s failure to sell them a suitab... (4 pages)View decision -
Decision Reference DRN-4375669
29 Sep 2023 esure Insurance Limited UpheldInsuranceDRN-4375669 The complaint Mr W is unhappy about how esure Insurance Limited trading as Sheila’s Wheels (“esure”) dealt with a claim he made on his motor insurance policy when his car was stolen. He also complains about esure settling the claim proportionately.... (5 pages)View decision -
Decision Reference DRN-4275916
29 Sep 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4275916 The complaint Mrs R complains that HSBC UK Bank Plc trading as first direct won’t refund money she lost as a result of a scam. What happened Mrs R was in the process of purchasing a property. Unfortunately, her email account was compromised. This led to her communicating with f... (5 pages)View decision -
Decision Reference DRN-3706282
29 Sep 2023 Shawbrook Bank Limited UpheldConsumer CreditDRN-3706282 The complaint Mr and Mrs B have complained that Shawbrook Bank Limited (“Shawbrook”) rejected their claim against it under Section 75 of the Consumer Credit Act 1974. What happened Mr and Mrs B bought a solar panel system (“the system”) for their home in 2015. The purchase was ... (3 pages)View decision -
Decision Reference DRN-4365412
29 Sep 2023 Society of Lloyd's UpheldInsuranceDRN-4365412 The complaint The partners of a business I will refer to as M, complain about the settlement of their business interruption insurance claim, made as a result of the COVID-19 pandemic, by Society of Lloyd’s. Specifically, they complain about the settlement offer including a dedu... (4 pages)View decision -
Decision Reference DRN-4280553
29 Sep 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4280553 The complaint Mr S complains that Options UK Personal Pensions LLP (‘Options’) shouldn’t have accepted his application to transfer his defined benefit pension into a self-invested personal pension (‘SIPP’) and invest his funds in a Friends Provident International (‘FPI’) bond. ... (40 pages)View decision -
Decision Reference DRN-4266395
29 Sep 2023 Tuto Money Limited UpheldPensions and AnnuitiesDRN-4266395 The complaint Mrs S complains about the advice given by Tuto Money Limited to transfer the benefits from her defined-benefit (‘DB’) occupational pension scheme to a personal pension. She says the advice was unsuitable for her and believes this has caused a financial loss. What ... (7 pages)View decision -
Decision Reference DRN-4357689
29 Sep 2023 Startline Motor Finance Limited UpheldConsumer CreditDRN-4357689 The complaint Miss G complains that Startline Motor Finance Limited irresponsibly approved a hire purchase agreement with her that she couldn’t afford. What happened In September 2017 Miss G traded her car in and – with a hire purchase agreement from Startline – acquired a used... (5 pages)View decision
