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 119592 results
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Decision Reference DRN-3833026
1 Dec 2022 Morses Club PLC UpheldConsumer CreditDRN-3833026 The complaint Miss J, through a representative complains that Morses Club PLC (Morses) didn’t carry out sufficient affordability checks before it granted her loans. What happened Miss J was advanced three home collected loans between November 2017 and May 2019. I’ve included so... (5 pages)View decision -
Decision Reference DRN-3828422
1 Dec 2022 Blue Motor Finance Ltd UpheldConsumer CreditDRN-3828422 The complaint Ms S has complained that she is unhappy with the quality of a car she acquired in September 2021 using a hire purchase agreement with Blue Motor Finance Ltd (“Blue Motor”). What happened Ms S acquired a used Nissan Qashqai in September 2021, using a hire purchase ... (5 pages)View decision -
Decision Reference DRN-3821314
30 Nov 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3821314 The complaint Mr and Mrs I complain about Santander UK Plc placing restrictions on their account following an information request. What happened Mr I says he received a telephone call from someone purporting to be from Santander asking him for personal information. He says he w... (3 pages)View decision -
Decision Reference DRN-3833441
30 Nov 2022 Aviva Insurance Limited UpheldInsuranceDRN-3833441 The complaint Mr A says Aviva Insurance Limited gave him misleading advice about uninsured expenses after he made a claim on his motor insurance policy. What happened After a non-fault accident, Mr A’s car had to be assessed to determine whether it was a total loss. A hire car ... (3 pages)View decision -
Decision Reference DRN-3830465
30 Nov 2022 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-3830465 The complaint Mrs R has complained that AA Underwriting Insurance Company Limited (AA UW) have refused to pay her claim under her motor insurance policy following the theft of her vehicle. Mrs R is represented by Mr R. What happened Mrs R bought a car in 2019 on finance for abo... (5 pages)View decision -
Decision Reference DRN-3762525
30 Nov 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3762525 The complaint Mrs B says HSBC UK Bank Plc has left her without full access to her bank account. What happened Mrs B failed security and so her HSBC telephone security number (TSN) was locked in 2021. For this to be reset she needed to complete and return a form, which she did. ... (2 pages)View decision -
Decision Reference DRN-3801095
30 Nov 2022 Tesco Underwriting Limited UpheldInsuranceDRN-3801095 The complaint Miss T complains Tesco Underwriting Limited (Tesco) caused unnecessary delays after she made a claim on her motor insurance policy. There are several parties and representatives of Tesco involved throughout the complaint but for the purposes of this complaint I’m ... (3 pages)View decision -
Decision Reference DRN-3823736
30 Nov 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3823736 The complaint Mr A complains about the service he received from HSBC UK Bank Plc (HSBC) when trying to trace a cheque that was paid from his account. What happened Mr A paid a cheque of £10,000 to a third party in January 2007. In 2021 the beneficiary told Mr A they hadn’t rece... (3 pages)View decision -
Decision Reference DRN-3643470
30 Nov 2022 Progressive Strategic Solutions LLP UpheldPensions and AnnuitiesDRN-3643470 The complaint Mrs K complains about advice she was given to transfer the benefits of a defined-benefit (DB) occupational pension scheme (OPS) to a self-invested personal pension (SIPP), in 2017. She says the advice was unsuitable for her and believes this has caused her a finan... (10 pages)View decision -
Decision Reference DRN-3834337
30 Nov 2022 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-3834337 The complaint The estate of Mr W complains about a hire purchase agreement Mr W took out with Toyota Financial Services (UK) Plc (“Toyota FS”). What happened The estate of Mr W is represented by Mr W’s executor and daughter Mrs W. Prior to Mr W’s death Mrs W was his representat... (9 pages)View decision
