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 122624 results
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Decision Reference DRN-3734610
4 Oct 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3734610 The complaint Mr P complains that Lloyds Bank PLC (“Lloyds”) unnecessarily converted funds into a foreign currency, causing him loss. What happened In 2021, Mr P bought an item through a private sale and paid the seller by bank transfer. The seller was based outside the UK, but... (3 pages)View decision -
Decision Reference DRN-3516818
4 Oct 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3516818 The complaint Miss M complains that HSBC UK Bank Plc lost her data when her father (Mr M) was applying to open a bank account for her and that has made her vulnerable to fraud. What happened Mr M was opening a bank account with HSBC for Miss M. As part of the application he was... (3 pages)View decision -
Decision Reference DRN-3630197
4 Oct 2022 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3630197 The complaint Mr H complains about adverse information recorded on his credit file by Creation Consumer Finance Ltd. What happened Mr H has a loan with Creation but fell into arrears due to the pandemic. Mr H successfully applied for a payment holiday under the Financial Conduc... (2 pages)View decision -
Decision Reference DRN-3416086
4 Oct 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3416086 The complaint Mr C complains that Portal Financial Services LLP (Portal) gave him unsuitable advice to transfer two of his Personal Pensions (PP) to a Self-Invested Personal Pension (SIPP). Mr C is being represented by a third party, but for ease I’ll refer to all representatio... (6 pages)View decision -
Decision Reference DRN-3729998
4 Oct 2022 AWP P&C SA UpheldInsuranceDRN-3729998 The complaint Mr and Mrs F are unhappy with the way AWP P&C SA dealt with a claim they made under their home emergency insurance policy. Mrs F has primarily dealt with things, so I’ll refer to her only for simplicity. Reference to AWP includes its agents and representatives... (3 pages)View decision -
Decision Reference DRN-3652164
4 Oct 2022 PrePay Technologies Limited UpheldBanking and PaymentsDRN-3652164 The complaint Miss L has complained that PrePay Technologies Limited registered a marker against her at CIFAS, the national fraud database. What happened This complaint surrounds a Monese branded account. In 2020, Miss L opened the account. It was then used to receive and pass ... (3 pages)View decision -
Decision Reference DRN-3639878
4 Oct 2022 Vauxhall Finance plc UpheldConsumer CreditDRN-3639878 The complaint Miss D complains that the car she acquired financed through a conditional sale agreement with Vauxhall Finance plc was of unsatisfactory quality. What happened In June 2021 Miss D acquired a used car financed through a conditional sale agreement with Vauxhall. Imm... (3 pages)View decision -
Decision Reference DRN-3680439
4 Oct 2022 Madison CF UK Limited UpheldConsumer CreditDRN-3680439 The complaint Miss H, through her representative, complains that Madison CF UK Limited, trading as 118 118 Money, lent to her when she could not afford it. Miss H says that she had to borrow to make the Madison repayments. What happened Using information from Madison here is a ... (5 pages)View decision -
Decision Reference DRN-3732733
4 Oct 2022 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3732733 The complaint Mr H and Mrs H have complained that Admiral Insurance (Gibraltar) Limited (‘Admiral’) have unfairly declined a claim for theft under their home insurance policy. I will normally only refer to Mr H, as he dealt with the claim and complaint. What happened Mr H adver... (4 pages)View decision -
Decision Reference DRN-3636849
4 Oct 2022 Bank of Ireland (UK) Plc UpheldBanking and PaymentsDRN-3636849 The complaint K complains the Bank of Ireland (UK) Plc (BoI) incorrectly processed a direct debit transaction. What happened K had set up, on the business account, a direct debit for ten payments payable at £219.53. While reconciling the account, K saw that in June 2021 £319.53... (3 pages)View decision
