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 119592 results
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Decision Reference DRN-3345464
15 Mar 2022 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3345464 Complaint Mr W has complained that Creation Consumer Finance Ltd (“Creation”) rejected his claim against it under Section 75 of the Consumer Credit Act 1974. Background Mr W bought solar panels for his home in 2015. The purchase was funded by a loan from Creation, and that busi... (2 pages)View decision -
Decision Reference DRN-3228249
15 Mar 2022 NRAM Limited UpheldMortgagesDRN-3228249 The complaint Mr and Mrs S have complained that NRAM Limited rejected their request for a borrow-back facility (“the facility”) on their mortgage. The request was later agreed, but Mr and Mrs S say they incurred costs as a result of the initial decline which they would like NRA... (4 pages)View decision -
Decision Reference DRN-3360262
14 Mar 2022 Madison CF UK Limited UpheldConsumer CreditDRN-3360262 The complaint Ms N complains that 118 Money didn’t inform her that she would need to take out a new loan, when she requested a payment holiday. She wants 118 Money to continue her previous loan and refund the additional interest charged. What happened Ms N has previously had lo... (4 pages)View decision -
Decision Reference DRN-3311002
14 Mar 2022 PayrNet Limited UpheldBanking and PaymentsDRN-3311002 The complaint Mr G complains PayrNet Limited blocked his Pockit account and haven’t released money held in the account back to him despite agreeing to do so. The Pockit account is a pre-paid payment card administered by PayrNet Limited. What happened Mr G had a Pockit account. ... (3 pages)View decision -
Decision Reference DRN-3353936
14 Mar 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3353936 The complaint A company, which I will refer to as H, complains that HSBC UK Bank Plc didn’t do enough to prevent them losing out financially as a result of an authorised push payment (‘APP’) fraud. What happened The background to the complaint is known to both parties and so I ... (5 pages)View decision -
Decision Reference DRN-3321357
14 Mar 2022 Loans 2 Go Limited UpheldConsumer CreditDRN-3321357 Complaint Mrs H has complained that Loans 2 Go Limited (“L2G”) provided her with an unaffordable loan. Background L2G provided Mrs H with a loan of £700.00 in May 2021. This loan had an APR of 1,013.2% and an 18-month term. This all meant the total amount repayable of £1,234.26... (4 pages)View decision -
Decision Reference DRN-3343133
14 Mar 2022 Target Servicing Limited UpheldMortgagesDRN-3343133 The complaint Mr T complains that Target Servicing Limited refused him a coronavirus payment deferral. And he complains that it has recorded incorrect information about arrears on his secured loan to the credit reference agencies. What happened Mr T has a secured loan, which ha... (5 pages)View decision -
Decision Reference DRN-3361283
14 Mar 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3361283 The complaint Mrs E complains that Portal Financial Services LLP gave her unsuitable advice to transfer her pension, go into income drawdown and to invest in high-risk investments. What happened I said in my provisional decision dated 11 February 2022, that I was intending to u... (9 pages)View decision -
Decision Reference DRN-3231493
14 Mar 2022 Aviva Insurance UK Limited UpheldInsuranceDRN-3231493 The complaint Mr and Mrs A complain about Aviva Insurance UK Limited’s handling and proposed settlement of their Buildings Insurance claim. All references to Aviva also include its agents. What happened The details of this complaint are well known to both parties, so I won’t re... (2 pages)View decision -
Decision Reference DRN-3370021
14 Mar 2022 Pi Financial Ltd UpheldPensions and AnnuitiesDRN-3370021 The complaint Mr S complains Pi Financial Limited trading as Alterno Financial failed to notice his pension savings had been de-linked from a managed investment portfolio, causing him a financial loss. And he’s unhappy with their customer service once they’d been made aware of ... (6 pages)View decision
