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-4305737
17 Aug 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4305737 The complaint Mr M has complained that HSBC UK Bank Plc (“HSBC”) irresponsibly lent to him. What happened Mr M opened a credit card account with HSBC in October 2009. His credit limit was £3,000. HSBC increased Mr M’s credit limit on six occasions between November 2017 and Marc... (6 pages)View decision -
Decision Reference DRN-4296126
17 Aug 2023 Fairmead Insurance Limited UpheldInsuranceDRN-4296126 The complaint Mr J and Ms D complain on behalf of Mrs J that Fairmead Insurance Limited declined a claim made under her home insurance policy following damage caused by a water leak. Mr J has primarily dealt with things so, for simplicity, I’ll refer to him only. Reference to F... (3 pages)View decision -
Decision Reference DRN-4248435
17 Aug 2023 Studio Retail Limited UpheldConsumer CreditDRN-4248435 The complaint Ms R complains that Studio Retail Limited (“Studio”) provided her with a catalogue shopping account that she could not afford, and then increased the limit on it. What happened In November 2019 Studio approved a catalogue shopping account with an initial limit of ... (3 pages)View decision -
Decision Reference DRN-4172369
17 Aug 2023 Advanced Payment Solutions Limited UpheldBanking and PaymentsDRN-4172369 The complaint A company, which I’ll refer to as I, complains that Advanced Payment Solutions Limited (trading as Cashplus Bank) won’t refund a payment it didn’t make. Miss H, who is a director of I, brings the complaint on I’s behalf. What happened The details of this complaint... (2 pages)View decision -
Decision Reference DRN-4197151
17 Aug 2023 Specialist Motor Finance Limited UpheldConsumer CreditDRN-4197151 The complaint Miss S complains that a car acquired under a hire purchase agreement with Specialist Motor Finance Limited (SMF) wasn’t of satisfactory quality. What happened In February 2022, Miss S acquired a used car from SMF under a hire purchase agreement. The car was source... (5 pages)View decision -
Decision Reference DRN-4305860
17 Aug 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4305860 The complaint Ms G complains that National Westminster Bank Plc put a stop on her account and closed it down. What happened Ms G says she received a letter from NatWest asking her to contact them by 25 August 2022 to discuss her banking. The letter referred to transactions norm... (6 pages)View decision -
Decision Reference DRN-3587568
17 Aug 2023 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-3587568 The complaint Mr S complains about the advice given by The Prudential Assurance Company Limited (‘Prudential’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme with British Steel (‘BSPS2’) to a personal pension plan (‘PPP’). He says the advic... (12 pages)View decision -
Decision Reference DRN-4277999
17 Aug 2023 Motability Operations Limited UpheldConsumer CreditDRN-4277999 The complaint Mr S complains that Motability Operations Limited didn’t provide the service it should have. He says this meant he was unable to secure a vehicle through the Motability Operations scheme (the ‘Scheme) for an extended period of time which had a major impact on his ... (6 pages)View decision -
Decision Reference DRN-4267989
17 Aug 2023 Vitality Health Limited UpheldInsuranceDRN-4267989 The complaint Mr and Mrs M are unhappy with Vitality Health Limited’s handling of their claim. What happened Mr and Mrs M have private medical insurance with Vitality. In November 2022, Mrs M claimed on the policy as she was experiencing pelvic pain. She sent additional medical... (2 pages)View decision -
Decision Reference DRN-4222311
17 Aug 2023 Creation Financial Services Limited UpheldBanking and PaymentsDRN-4222311 The complaint Mr C complains that Creation Financial Services Limited closed his account and didn’t credit his points. He’d like compensation for the closure and the points returned. What happened Mr C had a credit card account with Creation. For an annual fee of £99 the card p... (3 pages)View decision