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-3306993
28 Apr 2022 Lex Autolease Ltd UpheldConsumer CreditDRN-3306993 The complaint Mrs L has complained about the way Lex Autolease Ltd trading as Jaguar Contract Hire (Lex) administered a hire agreement. What happened Mrs L entered into a 49 month hire agreement with Lex to acquire a car in March 2018. The agreement had an initial rental of £2,... (4 pages)View decision -
Decision Reference DRN-3171225
28 Apr 2022 MotoNovo Finance Limited UpheldConsumer CreditDRN-3171225 The complaint Mr S is unhappy that MotoNovo Finance Limited (“MotoNovo”) didn’t reinstate his Direct Debit following a payment deferral. He complains this led to MotoNovo reporting adverse information to credit reference agencies. What happened Mr S acquired a car under a 49 mo... (3 pages)View decision -
Decision Reference DRN-3435122
28 Apr 2022 ReAssure Limited UpheldPensions and AnnuitiesDRN-3435122 The complaint Mrs H complains about the misleading information ReAssure Limited gave her about a family income benefit plan her late husband took out. She also complains about the very poor customer service she received when the payments stopped in mid-2018. Mrs H has explained... (17 pages)View decision -
Decision Reference DRN-3445640
28 Apr 2022 Loans 2 Go Limited UpheldConsumer CreditDRN-3445640 The complaint Mr W complained that Loans 2 Go Limited didn’t do proper affordability checks and so lent to him irresponsibly and provided loans that were unaffordable. What happened Mr W took out loans with Loans 2 Go as follows: Loan Date taken Loan amount Monthly instalments ... (4 pages)View decision -
Decision Reference DRN-3035332
28 Apr 2022 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-3035332 The complaint Mr S complained that Scottish Equitable Plc, trading as Aegon, caused delays in transferring his pension into a new Aegon plan, for the purposes of releasing tax free cash. What happened Mr S wanted to transfer three pensions he held with Scottish Equitable into a... (4 pages)View decision -
Decision Reference DRN-3402392
28 Apr 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3402392 The complaint Mr M is unhappy HSBC UK Bank Plc won’t refund money he lost as a result of a scam. What happened The details of this case have been clearly set out by our investigator when he wrote to the bank upholding Mr M’s complaint. As such, the facts are well-known to both ... (3 pages)View decision -
Decision Reference DRN-2819395
28 Apr 2022 Sun Life Assurance Company of Canada (U.K.) Limited UpheldPensions and AnnuitiesDRN-2819395 The complaint Mr S complains that, in 1997, Sun Life Assurance Company of Canada (U.K.) Limited (“Sun Life”) failed to provide him with appropriate advice and information about making additional contributions to his pension savings. What happened Mr S has been assisted in makin... (5 pages)View decision -
Decision Reference DRN-3446383
28 Apr 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3446383 The complaint Mr C complains that Everyday Lending Limited, trading as Everyday Loans, lent to him irresponsibly and without carrying out proper affordability checks. He would like all the fees and charges associated with the loan refunded. What happened In July 2010 Everyday L... (4 pages)View decision -
Decision Reference DRN-3452480
28 Apr 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3452480 The complaint Mr B complains about the poor level of service provided by Royal & Sun Alliance Limited when he made a claim following a water leak in his home. He wants to be reimbursed for the cost of a surveyor’s report he obtained. What happened Mr B has buildings and con... (6 pages)View decision -
Decision Reference DRN-3453489
28 Apr 2022 Home Retail Group Card Services Limited UpheldConsumer CreditDRN-3453489 The complaint Mrs H complains that Home Retail Group Card Services Limited, trading as Argos, acted irresponsibly by increasing the limit on her credit card several times. She says the lending was unaffordable for her. Mrs H is represented in this complaint by her daughter. For... (4 pages)View decision
