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-3713532
30 Aug 2023 Hunter Mills Limited UpheldPensions and AnnuitiesDRN-3713532 The complaint Mr H complains about the advice given by Hunter Mills Limited to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme with British Steel (‘BSPS’) to a personal pension. He says the advice was unsuitable for him and believes this has ca... (11 pages)View decision -
Decision Reference DRN-4322852
30 Aug 2023 Oakbrook Finance Limited UpheldConsumer CreditDRN-4322852 The complaint Mr C complains that Oakbrook Finance Limited trading as Likely Loans irresponsibly lent to him. What happened I issued a provisional decision on this complaint on 3 August 2023 where I set out a background to this complaint and my provisional findings. That decisi... (3 pages)View decision -
Decision Reference DRN-4183877
30 Aug 2023 Clydesdale Bank Plc UpheldMortgagesDRN-4183877 The complaint Mr S complains that Clydesdale Bank Plc trading as Virgin Money unfairly declined his mortgage application. Following a valuation Virgin Money required an ESW1 (“External Wall System”) form which it said should be uploaded to the Fire Industry Building Safety Port... (3 pages)View decision -
Decision Reference DRN-4322918
29 Aug 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4322918 The complaint Miss M complains about Bank of Scotland plc (trading as Halifax). She says that Bank of Scotland didn’t do enough to protect her when she became the victim of a scam and would like Bank of Scotland to refund her the money she has lost as a result. What happened In... (5 pages)View decision -
Decision Reference DRN-4322511
29 Aug 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4322511 The complaint Ms N complains that Admiral Insurance (Gibraltar) Ltd mishandled her claim on a motor insurance policy. What happened The subject matter of the claim and the complaint is a sports utility vehicle, made by a premium brand manufacturer and first registered in 2018. ... (4 pages)View decision -
Decision Reference DRN-4319996
29 Aug 2023 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-4319996 The complaint Miss S complains that a car she acquired via a hire purchase agreement with Mercedes- Benz Financial Services UK Limited trading as Mercedes-Benz Finance (“MBFS”) wasn’t of satisfactory quality. What happened In October 2021 Miss S entered into a four-year hire pu... (5 pages)View decision -
Decision Reference DRN-4036553
29 Aug 2023 Oodle Financial Services Limited UpheldConsumer CreditDRN-4036553 The complaint Mr C complains that the car he acquired financed through a hire purchase agreement with Oodle Financial Services Limited, trading as Oodle Car Finance, wasn't of satisfactory quality. What happened A used car was supplied to Mr C under a hire purchase agreeme... (4 pages)View decision -
Decision Reference DRN-4323430
29 Aug 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4323430 The complaint Mr B complains that Bank of Scotland plc trading as Halifax declined some transactions, he tried to make using his credit card account. What happened I previously issued a provisional decision on this case. It was my intention to come to a different outcome to the... (4 pages)View decision -
Decision Reference DRN-4305582
29 Aug 2023 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-4305582 The complaint Mr R believes PayPal (Europe) Sarl et Cie SA acted irresponsibly by agreeing a revolving credit account he’d applied for. What happened On 13 January 2019, Mr R opened a revolving credit account with PayPal. And they provided him with a credit limit of £2,500. The... (4 pages)View decision -
Decision Reference DRN-4068701
29 Aug 2023 Metro Bank PLC UpheldBanking and PaymentsDRN-4068701 The complaint Mr K complains that an inward payment was delayed by Metro Bank PLC (Metro). What happened On 5 August 2022, Mr K’s solicitors made a CHAPS payment for £275,940.20 to Mr K’s account at Metro. It was credited to his account on 10 August 2022. Mr K visited a branch ... (2 pages)View decision