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 120327 results
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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 -
Decision Reference DRN-3767771
30 Nov 2022 Gallium Fund Solutions Limited UpheldInvestmentsDRN-3767771 The complaint Mr K complains about a three year bond issued by Basset & Gold Plc (“B&G Plc”) he invested into. He says Gallium Fund Solutions Limited (“Gallium”) is responsible for the loss he has suffered from making this investment, as it was responsible for the sale ... (24 pages)View decision -
Decision Reference DRN-3806918
30 Nov 2022 Provident Personal Credit Limited UpheldConsumer CreditDRN-3806918 The complaint Miss B complains that Provident Personal Credit Limited trading as Satsuma Loans (“Provident”) is holding her liable for a loan in her name which she says she did not consent to. What happened The circumstances of this complaint are well known to both parties, so ... (3 pages)View decision -
Decision Reference DRN-3797798
30 Nov 2022 Morses Club PLC UpheldConsumer CreditDRN-3797798 The complaint Ms W, through her representative, complains that Morses Club PLC lent to her irresponsibly. What happened Using information Morses has provided, here is a brief table of the approved loans. Loan Start Date End Date Capital Amount Interest amount Term Repayment amo... (4 pages)View decision -
Decision Reference DRN-3766507
30 Nov 2022 Omni Capital Retail Finance Limited UpheldConsumer CreditDRN-3766507 The complaint Mr W complains that Omni Capital Retail Finance Limited (Omni) won’t refund to him the money that he’s paid under a fixed sum loan agreement for an HGV driving course which hasn’t been provided to him in full. What happened In June 2015, Mr W entered into a financ... (3 pages)View decision -
Decision Reference DRN-3823936
30 Nov 2022 AXA PPP Healthcare Limited UpheldInsuranceDRN-3823936 The complaint Miss B has complained that AXA PPP Healthcare Limited (‘AXA’) unfairly declined her claim. What happened Miss B bought a private medical insurance policy with AXA on 1 February 2021. She called AXA on 9 February 2021 to ask for cognitive behavioural therapy (CBT).... (4 pages)View decision
