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 120614 results
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Decision Reference DRN-3673454
31 Aug 2022 The Car Finance Company (2007) Ltd UpheldConsumer CreditDRN-3673454 The complaint Miss B complains that a used car she got with a hire purchase agreement (HPA) from The Car Finance Company (2007) Limited (TCFC) was of unsatisfactory quality. And she doesn’t think she should have to pay anything further towards the finance because she rejected t... (5 pages)View decision -
Decision Reference DRN-3412183
31 Aug 2022 Morses Club PLC UpheldConsumer CreditDRN-3412183 The complaint Ms C, through her representative, complains that Morses Club PLC lent to her irresponsibly. What happened Using information from Morses, here is a brief loan table of the approved loans for Ms C. Loan Date Taken Date Repaid Instalments Amount Repayment 1 19/05/201... (6 pages)View decision -
Decision Reference DRN-3598262
31 Aug 2022 The Baxendale Insurance Company UpheldInsuranceDRN-3598262 The complaint Mr D has complained that The Baxendale Insurance Company have not offered a fair settlement for replacing his damaged piano. What happened Mr D held international move insurance with Baxendale. In August 2020 Mr D moved house and his piano was damaged in transit.... (3 pages)View decision -
Decision Reference DRN-3500177
31 Aug 2022 Marks & Spencer Financial Services plc UpheldConsumer CreditDRN-3500177 The complaint Mr B complains that Marks & Spencer Financial Services Plc (M&S) recorded adverse information on his credit file. What happened The details of this complaint are well known to both parties, so I won’t repeat them here. Instead, I’ll focus on the reasons fo... (3 pages)View decision -
Decision Reference DRN-3672854
31 Aug 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3672854 The complaint The estate of Mr R (“The Estate”) is unhappy that Bank of Scotland plc (“BOS”) released the proceeds of an account to someone who wasn’t entitled to them. What happened Sadly, in February 2018, Mr R died. At that time, a will written in 2017 named Mr R’s partner a... (4 pages)View decision -
Decision Reference DRN-3634151
31 Aug 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3634151 The complaint Miss T complains that Monzo Bank Ltd has recorded a marker at CIFAS, the national fraud database. What happened Miss T says that she found out about the marker when she tried to apply for a product at a different financial business. And this led to her other bank ... (3 pages)View decision -
Decision Reference DRN-3423743
31 Aug 2022 Punter Southall SIPP Limited UpheldPensions and AnnuitiesDRN-3423743 The complaint Mr H complains that PSFM SIPP Limited (PSFM) failed to carry out sufficient checks when accepting his application for a Self-Invested Personal Pension (SIPP) and allowed his investment in a high-risk illiquid investment. Mr H says he has suffered a loss and consid... (25 pages)View decision -
Decision Reference DRN-3541860
31 Aug 2022 INTERESTME FINANCIAL PLANNING LIMITED UpheldPensions and AnnuitiesDRN-3541860 The complaint Mrs E’s complaint is about advice given by InterestMe Financial Planning Limited (then Wise Pension Group Limited) to transfer her personal pension plan to a self invested personal pension (SIPP) and to invest via a discretionary fund manager (DFM). For ease, I’ve... (5 pages)View decision -
Decision Reference DRN-3674290
31 Aug 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3674290 Complaint Mrs C has complained that Lloyds Bank PLC (“Lloyds”) irresponsibly provided her with an overdraft which it unfairly continued to applying charges even when she had a persistently overdrawn balance. Background When it initially investigated Mrs C’s complaint, Lloyds ag... (3 pages)View decision -
Decision Reference DRN-3670858
31 Aug 2022 Mercer Limited UpheldPensions and AnnuitiesDRN-3670858 The complaint Mrs H complains that Mercer Limited formerly trading as JLT Investment Management Limited (“Mercer”), caused delays in the service it was providing to her which cost Mrs H the opportunity to transfer her defined benefit pension (as an insistent client) because Mer... (10 pages)View decision
