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 120436 results
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Decision Reference DRN-3166974
30 May 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3166974 The complaint Miss F complains that HSBC UK Bank Plc won’t refund money she lost when she fell victim to a scam. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them all here. But briefly, both parties accept that, in September 2020... (5 pages)View decision -
Decision Reference DRN-3504687
30 May 2022 Omni Capital Retail Finance Limited UpheldConsumer CreditDRN-3504687 The complaint Mr S says Omni Capital Retail Finance Limited (‘Omni’) has unfairly declined his claim under section 75 of the Consumer Credit Act 1974 (‘CCA’). What happened In January 2018, Mr S borrowed £15,000 from Omni to pay for some dental procedures for his friend, Mr K. ... (4 pages)View decision -
Decision Reference DRN-3459664
30 May 2022 Hastings Insurance Services Limited UpheldInsuranceDRN-3459664 The complaint Mr M complained that Hastings Insurance Services Limited renewed his motor insurance policy without his consent. What happened Hastings emailed Mr M in October 2021 saying they’d renewed his car insurance for the forthcoming year. But Mr M said he hadn’t asked the... (2 pages)View decision -
Decision Reference DRN-3506308
30 May 2022 Bank of Scotland Plc UpheldMortgagesDRN-3506308 The complaint Mr C complains that Bank of Scotland plc (trading as Birmingham Midshires) rescinded an offer to extend the term of his buy to let mortgage and apply a preferential interest rate. What happened Mr C has an interest only buy to let mortgage with Birmingham Midshire... (3 pages)View decision -
Decision Reference DRN-3487596
30 May 2022 Loans 2 Go Limited UpheldConsumer CreditDRN-3487596 The complaint Miss M complained that Loans 2 Go Limited lent to her irresponsibly and provided her with a loan that was unaffordable. What happened In May 2019, Miss M had arranged to borrow £750 from Loans 2 Go. That loan was cancelled the same day it was arranged so Miss M di... (5 pages)View decision -
Decision Reference DRN-3506093
30 May 2022 1plus1 Loans Limited UpheldConsumer CreditDRN-3506093 The complaint Mr I has complained that 1Plus1 Loans Limited (“1Plus1 Loans”) did not conduct an adequate affordability assessment before granting him a loan which he says was unaffordable for him. What happened Mr I is represented by a Claims Management Company but for clarity ... (4 pages)View decision -
Decision Reference DRN-3504790
30 May 2022 Creation Financial Services Limited UpheldBanking and PaymentsDRN-3504790 The complaint Mrs R is unhappy with the response of Creation Financial Services Limited (‘Creation’) in respect of a claim she made to it under Section 75 of the Consumer Credit Act 1974 (‘Section 75’). What happened In March 2019 Mrs R purchased a cruise with her partner (‘Mr ... (5 pages)View decision -
Decision Reference DRN-3474133
30 May 2022 Sesame Limited UpheldInvestmentsDRN-3474133 The complaint Mr and Mrs B complain an appointed representative of Sesame Limited gave them unsuitable advice to surrender money from two bonds they held and use the funds to invest in a high risk unregulated collective investment scheme (UCIS). What happened Mr and Mrs B’s fin... (13 pages)View decision -
Decision Reference DRN-3505563
30 May 2022 Zurich Insurance PLC UpheldInsuranceDRN-3505563 The complaint Mr J complains Zurich Insurance Plc (Zurich) unfairly settled his claim on his car hire excess insurance policy. There are several parties and representatives of Zurich involved throughout the complaint but for the purposes of this complaint I’m only going to refe... (4 pages)View decision -
Decision Reference DRN-3235297
30 May 2022 TICORP Ltd UpheldInsuranceDRN-3235297 The complaint Mr and Mrs D complain because they were unable to contact TICORP Limited in response to an offer to add travel disruption extension (‘TDE’) cover to their travel insurance policy. Staysure is a trading name of TICORP Limited and I’ve referred to TICORP Limited as ... (4 pages)View decision
