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 120163 results
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Decision Reference DRN-3692482
6 Dec 2022 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3692482 The complaint Mrs E complains that a car acquired with finance from Creation Consumer Finance Ltd wasn’t of satisfactory quality. What happened In May 2021 Mrs E was supplied with a car and entered into a conditional sale agreement with Creation. Prior to delivery of the car, t... (3 pages)View decision -
Decision Reference DRN-3778496
6 Dec 2022 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-3778496 The complaint Mr W is unhappy with how Mercedes-Benz Financial Services UK Limited (MBFS) dealt with his request for help as a result of the Coronavirus (Covid-19) pandemic. What happened In March 2019, Mr W was supplied with a new car through a hire agreement with MBFS. The ag... (4 pages)View decision -
Decision Reference DRN-3845290
6 Dec 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3845290 The complaint Mr A complains about the advice given by Portal Financial Services LLP (‘Portal’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a self-invested personal pension (‘SIPP’). He says the advice was unsuitable for him and belie... (11 pages)View decision -
Decision Reference DRN-3264100
6 Dec 2022 Hargreaves Lansdown Asset Management Limited UpheldInvestmentsDRN-3264100 The complaint Mr H complains about the time taken to transfer his Fund and Share account and his stocks and shares Individual Savings Account (ISA). Mr H says Hargreaves Lansdown Asset Management Limited (Hargreaves) delayed the transfer of the stock in his account, which resul... (6 pages)View decision -
Decision Reference DRN-3715395
6 Dec 2022 Amtrust Europe Limited UpheldInsuranceDRN-3715395 The complaint Mrs A is unhappy with what Amtrust Europe Limited did after she made a claim on her legal expenses insurance policy. What happened Mrs A has legal expenses insurance with Amtrust as part of her home insurance. In December 2019 she contacted it to make a profession... (4 pages)View decision -
Decision Reference DRN-3820340
6 Dec 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3820340 The complaint Mr R complaints HSBC UK Bank Plc trading as first direct keeps stopping him being able to enjoy spending his own money. What happened Mr R has a first direct account and has been a customer for many years. In January 2022 Mr R contacted first direct to ask why it ... (3 pages)View decision -
Decision Reference DRN-3684345
6 Dec 2022 Nationwide Building Society UpheldConsumer CreditDRN-3684345 The complaint Mr M complains Nationwide Building Society discriminated against him because it wouldn’t allow him to apply for an unsecured personal loan as he was 80 years old. He also complains Nationwide Building Society should have considered his application on the merits, i... (7 pages)View decision -
Decision Reference DRN-3842455
6 Dec 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3842455 The complaint Mr B says the advice given and the arrangements made by Portal Financial Services LLP (Portal), to transfer his Occupational Pension Scheme (OPS) benefits into a Novia Self- invested Personal Pension (SIPP) and recommend investments in high risk and specialist hol... (11 pages)View decision -
Decision Reference DRN-3844855
6 Dec 2022 Arrow Global Limited UpheldBanking and PaymentsDRN-3844855 The complaint Mr C has complained that Arrow Global Limited did not honour an agreed settlement. What happened This complaint surrounds a defaulted credit card account, which was sold to Arrow in 2016. In July 2020, Mr C and Arrow agreed a settlement arrangement, where Mr C wou... (3 pages)View decision -
Decision Reference DRN-3770775
6 Dec 2022 Morses Club PLC UpheldConsumer CreditDRN-3770775 The complaint Ms R, through her representative, complains that Morses Club PLC lent to her irresponsibly. What happened Ms R was approved for six loans. Here is a brief loan table. There was a significant gap in lending between loans 5 and 6. Loan Start Date End Date Capital Am... (6 pages)View decision
