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 128535 results
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Decision Reference DRN-4020701
24 Apr 2023 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-4020701 The complaint Mr S complains that The Prudential Assurance Company Limited failed to provide him with timely, or accurate, information about his pension savings. What happened Mr S holds pension savings with Prudential. Those savings are held in two pension plans. Over the year... (3 pages)View decision -
Decision Reference DRN-4092791
24 Apr 2023 Connells Limited UpheldMortgagesDRN-4092791 The complaint Mr and Mrs G complain that Connells Limited wrongly told them that their existing mortgage offer could be extended. They ended up paying much more each month, because it couldn’t. What happened Mr and Mrs G obtained a mortgage offer through a broker, Connells, in ... (4 pages)View decision -
Decision Reference DRN-4011235
24 Apr 2023 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4011235 The complaint Mrs K complains that a car acquired with finance from Creation Consumer Finance Ltd wasn’t of satisfactory quality. What happened In July 2022 Mrs K was supplied with a car and entered into a hire purchase agreement with Creation. At the point of supply the car wa... (3 pages)View decision -
Decision Reference DRN-3820691
24 Apr 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3820691 The complaint Mr F complains that HSBC UK Bank Plc (HSBC) is refusing to refund him the amount he lost as the result of a scam. Mr F is being represented by a third party, to keep things simple I will refer to Mr F throughout my decision. What happened The background of this co... (3 pages)View decision -
Decision Reference DRN-4094078
24 Apr 2023 Inter Partner Assistance SA UpheldInsuranceDRN-4094078 The complaint Mr and Mrs S complain about the settlement that Inter Partner Assistance SA (IPA) has offered for a claim they made on a travel insurance policy. What happened The background to this complaint is well-known to both parties, so I’m simply setting out a brief summar... (4 pages)View decision -
Decision Reference DRN-4082104
24 Apr 2023 Quilter Life & Pensions Limited UpheldPensions and AnnuitiesDRN-4082104 The complaint Mr J complains that Quilter Life & Pensions Limited (Quilter) failed to follow his instructions to make a transfer of his pension policy. What happened Mr J said he contacted Quilter in February 2021 to request a transfer to a new provider. He didn’t hear anyt... (7 pages)View decision -
Decision Reference DRN-4070669
24 Apr 2023 Intrum UK Limited UpheldConsumer CreditDRN-4070669 The complaint Miss W complains that Intrum UK Limited gave the wrong outstanding balance in a Notice of Assignment (NOA) it sent. What happened Miss W had an account with another business I’ll call L that was sold to Intrum. On 4 November 2022 Intrum sent Miss W a NOA that said... (2 pages)View decision -
Decision Reference DRN-4094548
24 Apr 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4094548 The complaint Miss E has complained that HSBC UK Bank Plc (“HSBC”) acted irresponsibly by allowing her to increase her overdraft limit and feels this led to her getting into financial difficulty. What happened Miss E held an account with an overdraft facility with HSBC. Miss E’... (4 pages)View decision -
Decision Reference DRN-4094590
24 Apr 2023 West Bay Insurance Plc UpheldInsuranceDRN-4094590 The complaint Mr M complains about how West Bay Insurance Plc handled a glass claim made on his commercial motor insurance policy. He wants to be reimbursed for his repair costs. What happened Mr M made a claim for glass replacement for his front windscreen and sliding door gla... (3 pages)View decision -
Decision Reference DRN-4071777
24 Apr 2023 Advanced Payment Solutions Limited UpheldBanking and PaymentsDRN-4071777 The complaint A company, which I’ll refer to as J, complains that Advanced Payment Solutions Limited (trading as Cashplus Bank) won’t refund a payment it didn’t make. Mr N, who is a director or J, brings the complaint on J’s behalf. What happened The details of this complaint a... (2 pages)View decision