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 119142 results
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Decision Reference DRN-3554149
22 Jun 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3554149 The complaint Mrs M complains that NewDay Ltd trading as House Of Fraser (“NewDay”) unfairly declined her claim under the Consumer Credit Act 1974 (“CCA”). What happened In September 2015, Mrs M, along with her husband, bought membership with a holiday club called “E” 1 . The t... (6 pages)View decision -
Decision Reference DRN-3549609
22 Jun 2022 Haven Insurance Company Limited UpheldInsuranceDRN-3549609 The complaint Mr C complains about the valuation Haven Insurance Company Limited (Haven) placed on his van after it was stolen under his commercial vehicle insurance policy. What happened In October 2021 Mr C had his van stolen. He made a claim to Haven, which it accepted and c... (4 pages)View decision -
Decision Reference DRN-3554598
22 Jun 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3554598 The complaint Mr J is unhappy that HSBC UK Bank Plc stopped and then reversed two transfers that he’d made from his HSBC account to an account he held in his name with a third-party bank. What happened Mr J made two transfers from his HSBC bank account to an account held in his... (3 pages)View decision -
Decision Reference DRN-3331952
22 Jun 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3331952 The complaint Ms R, through a representative, says NewDay Ltd irresponsibly lent to her. What happened Ms R took out a credit card from NewDay in October 2016, she was given a credit limit of £250. In October 2017 NewDay increased this to £500. Ms R says the lending was never a... (3 pages)View decision -
Decision Reference DRN-3555491
22 Jun 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3555491 The complaint Ms K complained that her claim was unnecessarily delayed by AXA Insurance UK Plc (“AXA”) under her “block” home insurance policy, which caused her to lose rental income on her property. The policy was taken out by Ms K’s management company, but she benefitted as a... (4 pages)View decision -
Decision Reference DRN-3225135
22 Jun 2022 Nationwide Building Society UpheldBanking and PaymentsDRN-3225135 The complaint Ms F has complained that Nationwide Building Society (“Nationwide”) acted unfairly by continuing to apply changes to her account when she was in financial difficulty. What happened Ms F complained to Nationwide about the excessive charges she was incurring on her ... (2 pages)View decision -
Decision Reference DRN-3451591
22 Jun 2022 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3451591 The complaint Ms E complains that Creation Consumer Finance Ltd rejected her claim under section 75 of the Consumer Credit Act 1974. What happened In August 2019 Ms E purchased some new furniture from a supplier and entered into a fixed sum loan agreement with Creation. Ms E di... (3 pages)View decision -
Decision Reference DRN-3034700
22 Jun 2022 Better Retirement Group Ltd UpheldPensions and AnnuitiesDRN-3034700 The complaint Mrs D complains about the suitability of the advice provided by Better Retirement Group Ltd (“BRG”), trading as Fiducia Prosperity, in January 2018 to invest the value of her self- personal pension plan (“SIPP”) in the ‘SVS Securities Growth portfolio’ managed by ... (26 pages)View decision -
Decision Reference DRN-3165213
21 Jun 2022 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-3165213 The complaint Miss A is unhappy about the way Tesco Personal Finance PLC handled her claim under section 75 of the Consumer Credit Act 1974. What happened Miss A ordered a new kitchen to be supplied and fitted and paid using her Tesco credit card. The purchase price was £8600.4... (3 pages)View decision -
Decision Reference DRN-3489526
21 Jun 2022 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3489526 The complaint Mr S has complained that Creation Consumer Finance Ltd added late payment charges to his account. What happened Creation charged Mr S a late payment fee of £30 – it said that his direct debit had been cancelled. Mr S has said that the direct debit wasn’t cancelled... (2 pages)View decision
