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 121058 results
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Decision Reference DRN-3504334
31 May 2022 U K Insurance Limited UpheldInsuranceDRN-3504334 The complaint Mr A has complained about U K Insurance Limited’s (UKI) handling and settlement of a claim he made for an escape of water at his home. What happened I issued a provisional decision on this complaint in April 2022, explaining that I was intending to partially uphol... (10 pages)View decision -
Decision Reference DRN-3153751
31 May 2022 Capital Professional Limited UpheldPensions and AnnuitiesDRN-3153751 The complaint Mr S complains about the advice given by Capital Professional Limited trading as Ascot Lloyd (Ascot) to opt out of his defined-benefit (‘DB’) occupational pension scheme. He did this so he could transfer the value of it to a personal pension. He says the advice wa... (5 pages)View decision -
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
