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 128312 results
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Decision Reference DRN-3862219
16 Mar 2023 Startline Motor Finance Limited UpheldConsumer CreditDRN-3862219 The complaint Mr B complains about the quality of a car that was supplied to him under a hire purchase agreement with Startline Motor Finance Limited. What happened On 14 January 2022 Mr B took out a hire purchase agreement with Startline for a used car. The car was around six ... (5 pages)View decision -
Decision Reference DRN-3991988
16 Mar 2023 Creative Benefit Wealth Management Limited UpheldPensions and AnnuitiesDRN-3991988 The complaint Mr R complains Creative Benefit Wealth Management Limited (‘Creative’) misled him into paying for full advice about transferring his defined benefit (‘DB’) occupational pension and gave him poor customer service. What happened Mr R was introduced to Creative by a ... (6 pages)View decision -
Decision Reference DRN-3997811
16 Mar 2023 Experian Limited UpheldConsumer CreditDRN-3997811 The complaint Mr P complains that Experian Limited merged his brother’s data with his credit file. Mr P also complains about a hard credit search he didn’t consent to being recorded on his Experian credit file. Mr P further complains that Experian failed to respond when he init... (3 pages)View decision -
Decision Reference DRN-3824350
16 Mar 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3824350 The complaint Mr R complains that HSBC UK Bank Plc hasn’t refunded him after he fell victim to an impersonation scam. What happened Mr R received a message from a number he didn’t have saved on his phone. It began with, ‘Hi mum its me x I have a new phone this is my new number.... (4 pages)View decision -
Decision Reference DRN-4019959
16 Mar 2023 Target Servicing Limited UpheldMortgagesDRN-4019959 The complaint Mr V complains that Target Servicing Limited delayed the redemption of his help to buy shared equity loan, which meant he had to pay more to repay the loan. What happened Mr V bought his property with the assistance of a help to buy loan. Help to buy loans are a g... (7 pages)View decision -
Decision Reference DRN-4027807
16 Mar 2023 TSB Bank plc UpheldBanking and PaymentsDRN-4027807 The complaint Mr H complains TSB Bank plc didn’t do enough to help him with a debit card dispute and provided poor customer service. What happened The details of this complaint were well known to both parties, so rather than repeat them, I focussed on the reasons for my decisio... (2 pages)View decision -
Decision Reference DRN-3955262
16 Mar 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3955262 The complaint Ms L complains that HSBC UK Bank Plc unfairly blocked and closed her account. Ms L says this made things very difficult for her and she wants HSBC to pay her compensation. What happened The detailed background to this complaint is well known to both parties. As su... (4 pages)View decision -
Decision Reference DRN-3994692
16 Mar 2023 Skyfire Insurance Company Limited UpheldInsuranceDRN-3994692 The complaint Mrs M complains about Skyfire Insurance Company Limited’s handling of her car insurance claim. All references to Skyfire also include its appointed agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them again her... (3 pages)View decision -
Decision Reference DRN-3939878
16 Mar 2023 Marsh Finance Ltd UpheldConsumer CreditDRN-3939878 The complaint Mrs R is complaining about the charges for damage when she gave her car back following a hire purchase agreement with Marsh Finance Ltd (“Marsh”). What happened Mrs R entered into a hire purchase agreement with Marsh in January 2019 for a used car. The agreement w... (3 pages)View decision -
Decision Reference DRN-4023470
16 Mar 2023 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-4023470 The complaint Mr B complained that Aviva Life and Pensions UK Limited (Aviva) caused a significant delay in him being able to access his pension benefits. He says this delay caused a financial loss in terms of his funds remaining invested in holding funds during a time of incre... (8 pages)View decision