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 118878 results
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Decision Reference DRN-3546107
16 Jun 2022 Startline Motor Finance Limited UpheldConsumer CreditDRN-3546107 The complaint Mr R complains that Startline Motor Finance Limited (Starline) recorded an arrangement to pay on his credit file, after he missed a payment. What happened Mr R entered into a hire purchase agreement with Starline to acquire a used car in September 2017. In July 20... (4 pages)View decision -
Decision Reference DRN-3514143
15 Jun 2022 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3514143 The complaint Ms A has complained that Casualty and General Insurance Company (Europe) Ltd (CGI) has rejected her claim for veterinary treatment for her dog. What happened Ms A has a dog that I’ll refer to as “M” which has been insured by CGI since 27 March 2021. In May 2021, M... (5 pages)View decision -
Decision Reference DRN-3544324
15 Jun 2022 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3544324 The complaint Mr M is unhappy with the service he’s received from PayPal (Europe) Sarl et Cie SCA surrounding his request to reset the password on his PayPal account. What happened Mr M contacted PayPal via their online chat feature to request a password reset on one of his Pay... (3 pages)View decision -
Decision Reference DRN-3517949
15 Jun 2022 Madison CF UK Limited UpheldConsumer CreditDRN-3517949 The complaint Mr M complains about three loans provided to him by Madison CF UK Limited, trading as 118 118 Money, (“118 118”), which he says were unaffordable. The complaint is brought to this service on Mr M’s behalf by a claims’ management company. But for ease, I shall refe... (6 pages)View decision -
Decision Reference DRN-3444637
15 Jun 2022 Arrow Global Limited UpheldConsumer CreditDRN-3444637 The complaint Mr G has complained about Arrow Global Limited pursuing him for a debt which they were unable to evidence he owed. What happened Both sides are most familiar with the case, so I’ll summarise things in brief. This complaint surrounds a credit card account which was... (2 pages)View decision -
Decision Reference DRN-3408830
15 Jun 2022 Shawbrook Bank Limited UpheldConsumer CreditDRN-3408830 The complaint Mr D has complained that Shawbrook Bank Limited (“Shawbrook”) rejected his claim against it under section 75 of the Consumer Credit Act 1974 in relation to his purchase of some solar panels. Mr D is represented by a claims management company (“the CMC”). Backgroun... (2 pages)View decision -
Decision Reference DRN-3543668
15 Jun 2022 TSB Bank plc UpheldBanking and PaymentsDRN-3543668 The complaint Mr C complains that TSB Bank Plc didn’t do enough to protect him when he fell victim to an investment scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here... (6 pages)View decision -
Decision Reference DRN-3545717
15 Jun 2022 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-3545717 The complaint Mr H received financial advice from an appointed representative of St. James's Place Wealth Management Plc (SJP), (Vitty Alexander Wealth Management). He is unhappy with the suitability of the advice. What happened Mr H met with the appointed representative o... (11 pages)View decision -
Decision Reference DRN-3545543
15 Jun 2022 Sovereign Money Matters Ltd UpheldPensions and AnnuitiesDRN-3545543 The complaint Mr J complains that Sovereign Money Matters Ltd (“SMM”) has failed to invest his pension contributions in line with his instructions. What happened I issued a provisional decision on this complaint in May 2022. In that decision I explained why I thought the compla... (4 pages)View decision -
Decision Reference DRN-3189165
15 Jun 2022 Central Markets Investment Management Limited UpheldPensions and AnnuitiesDRN-3189165 The complaint Mrs M has complained that she was unsuitably advised by Central Markets Investment Management Ltd (CMIM), as a trustee of her Small Self-Administered Scheme (SSAS), to make investments within the scheme including a discretionary managed portfolio and a Cape Verde ... (14 pages)View decision
