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 128535 results
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Decision Reference DRN-4448525
23 Nov 2023 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4448525 The complaint Mr B complains Creation Consumer Finance Ltd (“Creation”) hasn’t dealt fairly with a claim he brought under section 75 of the Consumer Credit Act 1974 (“CCA”) in respect of some home improvement works. What happened I issued a provisional decision on this case on ... (5 pages)View decision -
Decision Reference DRN-4473958
23 Nov 2023 esure Insurance Limited UpheldInsuranceDRN-4473958 The complaint Mr L has complained that esure Insurance Limited has turned down his claim under his car insurance policy for the theft of his car. What happened Mr L made a claim on 20 October 2022 following the theft of his car, which he said took place between 14 and 19 Octobe... (7 pages)View decision -
Decision Reference DRN-4030412
23 Nov 2023 Omni Capital Retail Finance Limited UpheldConsumer CreditDRN-4030412 The complaint Mr K complains that Omni Capital Retail Finance Limited (“Omni”), has rejected the claim he made under sections 75 and 140 and of the Consumer Credit Act 1974 (“the Act”) in relation to a solar panel system, hot water controller and voltage optimiser (“the system”... (4 pages)View decision -
Decision Reference DRN-4365733
23 Nov 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4365733 The complaint Mr L complains that HSBC UK Bank Plc (“HSBC”) didn’t provide him with requested information and so, he says this resulted in him losing an appeal in court. What happened In June 2019, Mr L paid a company I’ll call “S” to provide a training course to him. Payments ... (4 pages)View decision -
Decision Reference DRN-3321957
23 Nov 2023 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-3321957 The complaint Mr R has complained about the quality of a car he acquired under a conditional sale agreement with Santander Consumer (UK) Plc trading as McLaren Financial Services (SCUK). Both Mr R and SCUK have had representatives at times but, to keep things simple, I’ll mainl... (34 pages)View decision -
Decision Reference DRN-4438838
23 Nov 2023 Chaucer Insurance Company Designated Activity Company UpheldInsuranceDRN-4438838 The complaint Mr and Mrs R are unhappy that Chaucer Insurance Company Designated Activity Company (Chaucer) didn’t fully settle their travel insurance claim. Any reference to Chaucer includes all its agents. What happened Mr and Mrs R took out an annual multi-trip travel insura... (4 pages)View decision -
Decision Reference DRN-4471238
23 Nov 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-4471238 The complaint Mrs M complains that Nationwide Building Society failed to notify her that her credit card was due to expire, resulting in her account being closed. What happened Mrs M had a credit card account with Nationwide. She lives overseas but uses her credit card to purch... (3 pages)View decision -
Decision Reference DRN-4473691
23 Nov 2023 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-4473691 The complaint Mr M complains about the advice he received from St. James’s Place Wealth Management Plc (SJP) regarding the transfer of his personal pension plan (PPP). He says its advice not to transfer has affected his retirement plans and means he is now unable to pay off his... (8 pages)View decision -
Decision Reference DRN-4474759
23 Nov 2023 Freeway UK Insurance Services Limited UpheldInsuranceDRN-4474759 The complaint Mr J has complained that Freeway UK Insurance Services Limited failed to tell him his Taxi Insurance policy was not going to renew and that this led to him having to stop working as a taxi driver for nearly a month. What happened Mr J renewed his policy with an in... (4 pages)View decision -
Decision Reference DRN-3881401
23 Nov 2023 Quantock Analytical Ltd UpheldPensions and AnnuitiesDRN-3881401 The complaint Mr P complains about the advice given by Quantock Analytical Ltd (‘Quantock’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme, the British Steel Pension Scheme (‘BSPS’) and another DB pension, to a personal pension arrangement.... (9 pages)View decision