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 121074 results
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Decision Reference DRN-3481971
31 May 2022 Avantcredit Of Uk, Llc UpheldConsumer CreditDRN-3481971 The complaint Mr C says AvantCredit of UK, LLC irresponsibly lent to him. What happened This complaint is about a loan AvantCredit provided to Mr C in January 2016. The loan was for £4200 and was due to be repaid for Mr C over 36 months. The loan was outstanding at the time Mr ... (3 pages)View decision -
Decision Reference DRN-3504059
31 May 2022 Alexander David Securities Limited UpheldPensions and AnnuitiesDRN-3504059 The complaint Mr W has complained, through his representative, about the shares he bought through Templeton Securities Limited (an appointed representative of Alexander David Securities Limited). The representative has said that the firm’s failings resulted in Mr W investing in... (22 pages)View decision -
Decision Reference DRN-2672987
31 May 2022 Better Retirement Group Ltd UpheldPensions and AnnuitiesDRN-2672987 The complaint Mr C complains about the advice Better Retirement Group Ltd (‘BRG’) gave to transfer the benefits from one of his defined–benefit (‘DB’) occupational pension schemes, from his time working for a former employer, to a self-invested personal pension (‘SIPP’). He say... (10 pages)View decision -
Decision Reference DRN-3494000
31 May 2022 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3494000 The complaint Miss M complains that Casualty & General Insurance Company (Europe) Ltd unfairly declined her pet insurance claim. What happened Miss M made a claim on her pet insurance policy after her dog required treatment for a limp. Casualty & General declined the cl... (3 pages)View decision -
Decision Reference DRN-3499748
31 May 2022 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3499748 The complaint Mrs H complains about the quality of a car she has been financing through an agreement with Creation Consumer Finance Ltd (“Creation”). What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead I’ll focu... (2 pages)View decision -
Decision Reference DRN-3506496
31 May 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3506496 The complaint Mr K complains that HSBC UK Bank Plc failed to prevent an unidentified third party from impersonating him and allowed them to open an account in his name. What happened Mr K noticed a second current account had been added to his banking profile and contacted HSBC ... (4 pages)View decision -
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
