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 125299 results
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Decision Reference DRN-3723951
4 Jan 2023 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3723951 The complaint Mr S complains about the outcome of a claim he made to Creation Consumer Finance Ltd (“Creation”) 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 ag... (2 pages)View decision -
Decision Reference DRN-3653100
4 Jan 2023 J D Williams & Company Limited UpheldConsumer CreditDRN-3653100 The complaint Miss M has complained that J D Williams & Company Limited irresponsibly lent to her. What happened Miss M opened a shopping account with J D Williams in March 2021. Her account limit was initially very low - £150. Over the course of the next nine months Miss M... (3 pages)View decision -
Decision Reference DRN-3733207
4 Jan 2023 Bank of China (UK) Ltd UpheldBanking and PaymentsDRN-3733207 The complaint X is unhappy Bank of China (UK) Ltd (BOC) won’t refund the money she lost as the result of a scam. What happened I’m not going to cover all the points raised in detail. The view of 26 September 2022 covered the details of X’s testimony. But briefly, X was approach... (4 pages)View decision -
Decision Reference DRN-3847537
4 Jan 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3847537 The complaint Mr M says he contacted HSBC UK Bank Plc (“HSBC”) in December 2021, as four payments of £49.99 were taken from his joint account without his authorisation. HSBC refunded the amounts taken from Mr M’s account, but then HSBC wrote to Mr M on 14 December 2021 to say i... (3 pages)View decision -
Decision Reference DRN-2996465
4 Jan 2023 Evelyn Partners Investment Management Services Limited UpheldPensions and AnnuitiesDRN-2996465 The complaint Mr B complains about time taken to transfer the proceeds of his Group Personal Pension (GPP) to an existing Self-Invested Personal Pension (SIPP) with Tilney Investment Management Services Limited trading as Bestinvest (“Tilney”). He considers that delays caused b... (9 pages)View decision -
Decision Reference DRN-3870527
4 Jan 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-3870527 The complaint Mr R1 and Mr R2 have complained about their car insurer Advantage Insurance Company Limited in respect of advice they received when looking to cancel their policy. Mr R1 is the main insured on the policy. For ease of reference, my decision will mainly refer to him... (2 pages)View decision -
Decision Reference DRN-3875461
4 Jan 2023 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-3875461 The complaint Ms S complains that The Co-operative Bank Plc (‘The Co-op’) failed to refund a payment from her account as a result of a scam. What happened What Ms S says Ms S was a live-in carer at the time of the incident. She looked after someone I’ll refer to as K. Whilst at... (6 pages)View decision -
Decision Reference DRN-3838814
4 Jan 2023 Lantern Debt Recovery Services Ltd UpheldConsumer CreditDRN-3838814 The complaint Miss B complains about problems accessing information about her account with Lantern Debt Recovery Services Ltd. What happened Last year, Lantern sent Miss B a Notice of Assignment to confirm it had purchased a debt in her name from another business I’ll call M. A... (2 pages)View decision -
Decision Reference DRN-3880747
4 Jan 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3880747 The complaint Mr and Mrs B have complained about Royal & Sun Alliance Insurance Limited’s (RSA’s) handling and settlement of a claim they made for damage to their home caused by an escape of water. What happened The details and background of this complaint are well known to... (10 pages)View decision -
Decision Reference DRN-3878091
4 Jan 2023 Link Financial Outsourcing Limited UpheldConsumer CreditDRN-3878091 The complaint Mr G complains about the way Link Financial Outsourcing Limited trading as Victoria Asset Finance collected direct debit payments for his hire agreement. What happened The background to this complaint and my initial conclusions were set out in my provisional decis... (3 pages)View decision
