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 121262 results
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Decision Reference DRN-3774486
4 Nov 2022 Ikano Bank AB (publ) UpheldConsumer CreditDRN-3774486 Complaint Mr C has complained that Ikano Bank AB (publ) rejected his claim against it under Section 75 of the Consumer Credit Act 1974. Background Mr C bought solar panels for his home in 2016. The purchase was funded by a loan from Ikano, and that business is therefore liable ... (3 pages)View decision -
Decision Reference DRN-3633888
4 Nov 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3633888 The complaint Mr M complains that Portal Financial Services LLP gave him unsuitable advice to transfer two pension schemes to a Self-Invested Personal Pension. What happened Mr M’s complaint was considered by one of our investigators. He sent his assessment of it to both partie... (8 pages)View decision -
Decision Reference DRN-3652435
4 Nov 2022 National Westminster Bank Plc UpheldConsumer CreditDRN-3652435 The complaint Miss S and Miss W complain that National Westminster Bank Plc (‘NatWest’) have conducted credit searches which have left a footprint on their credit files without proper warning or instruction. They want these searches to be removed from their credit files. What h... (4 pages)View decision -
Decision Reference DRN-3764485
4 Nov 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3764485 Complaint Mr B says HSBC UK Bank plc (“HSBC”) irresponsibly provided him with an overdraft and allowed him to continue using it after it had already been made aware he was vulnerable and struggled to manage money. Mr B is being assisted and represented in his complaint by his m... (3 pages)View decision -
Decision Reference DRN-3776033
4 Nov 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3776033 The complaint Mr Z is unhappy that Monzo Bank Ltd won’t refund him money that he lost as a result of fraud. What happened The details of this case have been clearly set out by our investigator. As such, the facts are well-known to both parties, so I don’t need to repeat them at... (7 pages)View decision -
Decision Reference DRN-3734451
4 Nov 2022 British Gas Insurance Limited UpheldInsuranceDRN-3734451 The complaint Mr and Mrs F complain about British Gas Insurance Limited (BG) who carried out work on their boiler, which was unsuccessful, following a claim under their home emergency policy. What happened Mr and Mrs F contacted BG as there were error codes that were displaying... (3 pages)View decision -
Decision Reference DRN-3773047
4 Nov 2022 Novia Financial Plc UpheldPensions and AnnuitiesDRN-3773047 The complaint Mr J says Novia Financial Plc (Novia) failed to conduct a benefit crystallisation event (BCE) assessment when he reached 75, as required under the Lifetime Allowance (LTA) provisions. He says this meant there were delays when he wanted to switch to a different Sel... (6 pages)View decision -
Decision Reference DRN-3759458
4 Nov 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3759458 Complaint Mr P has complained about a personal loan Everyday Lending Limited (trading as “Everyday Loans”) provided to him. He says the loan was unaffordable. Background Everyday Loans provided Mr P with a second loan for £2,500.00 in June 2018. This loan had an APR of 199.6% a... (2 pages)View decision -
Decision Reference DRN-3750610
4 Nov 2022 Watford Insurance Company Europe Limited UpheldInsuranceDRN-3750610 The complaint Mr H complains his insurer Watford Insurance Company Europe Limited (“Watford”) declined his claim after an electric fire in his vehicle because the name on the V5 certificate wasn’t the same as the policyholder. What happened Mr H had motor vehicl... (3 pages)View decision -
Decision Reference DRN-3695114
4 Nov 2022 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3695114 The complaint Mr M complains that PayPal (Europe) Sarl et Cie SCA provided misleading information to him after he fell victim to a scam. What happened Mr M agreed to purchase a graphics card from an online marketplace. He made three payments totalling £640 from his PayPal accou... (2 pages)View decision
