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 125267 results
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Decision Reference DRN-3833001
5 Jan 2023 Indigo Michael Limited UpheldConsumer CreditDRN-3833001 The complaint Mr R (through a representative) has complained that Indigo Michael Limited (trading as Safety Net Credit (SNC)) didn’t complete enough affordability checks before providing him with the facility. What happened Mr R approached SNC for a Safety Net facility in Septe... (4 pages)View decision -
Decision Reference DRN-3766339
5 Jan 2023 Studio Retail Limited UpheldConsumer CreditDRN-3766339 The complaint Ms S believes Studio Retail Limited trading as Ace acted irresponsibly by agreeing a revolving credit account she’d applied for. What happened On 29 November 2018, Ms S opened a revolving credit account with Ace. They provided her with a credit limit of £200 which... (3 pages)View decision -
Decision Reference DRN-3883350
5 Jan 2023 ReAssure Limited UpheldPensions and AnnuitiesDRN-3883350 The complaint Mr F complains that he was given incorrect information by ReAssure Limited about the life insurance cover on his pension policy. What happened Mr F asked ReAssure in January 2021 when his life cover would expire. ReAssure responded to say there was no expiry date ... (3 pages)View decision -
Decision Reference DRN-3883220
5 Jan 2023 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-3883220 The complaint Miss S complains that Volkswagen Financial Services (UK) Limited trading as Volkswagen Financial Services (VFS) refused to let her reject a faulty car. What happened In September 2020 Miss S acquired a new car cost £26,824 funded by a deposit and a hire purchase a... (3 pages)View decision -
Decision Reference DRN-3883010
5 Jan 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3883010 The complaint Mrs C complains that an international transfer she made through HSBC UK Bank Plc was returned to them and she had significant delays in receiving the money back into her account. What happened Mrs C attempted an international transfer on 26 April 2022, through HSB... (4 pages)View decision -
Decision Reference DRN-3883046
5 Jan 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3883046 The complaint Mr M has complained that Barclays Bank UK PLC has unreasonably and unfairly refused to refund him varying transactions on his bank account following the theft of his phone and wallet. What happened Mr M said he was on a tube in the London Underground at around 5am... (4 pages)View decision -
Decision Reference DRN-3818822
5 Jan 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3818822 The complaint Mr S complains about Barclays Bank UK PLC (“Barclays”) handling of a claim he made to them under section 75 of the Consumer Credit Act 1974 (“section 75”). What happened The details of this complaint are well known to both parties, so I won’t repeat them again her... (2 pages)View decision -
Decision Reference DRN-3880228
5 Jan 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-3880228 The complaint Mr W is unhappy with the liability decision Advantage Insurance Company Limited reached on his motor insurance claim and with the service they provided. What happened In May 2021 Mr W was involved in a collision with another vehicle. He was exiting a car park via ... (3 pages)View decision -
Decision Reference DRN-3882900
5 Jan 2023 British Gas Insurance Limited UpheldInsuranceDRN-3882900 The complaint Mr and Mrs R complains that British Gas Insurance Limited (BG) failed to provide an adequate service under their HomeCare policy and gave them very poor customer service. What happened I set out the background to the complaint within my provisional decision and al... (4 pages)View decision -
Decision Reference DRN-3744712
5 Jan 2023 True Potential Wealth Management LLP UpheldPensions and AnnuitiesDRN-3744712 The complaint Mr M complains about the advice given by True Potential Wealth Management LLP to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a self- invested personal pension (‘SIPP’). Mr M says that the alternatives he had were not fully ... (12 pages)View decision
