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 125400 results
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Decision Reference DRN-3746154
10 Oct 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3746154 The complaint Mrs T has complained that National Westminster Bank Plc (NatWest) won’t refund transactions she says she didn’t make or otherwise authorise. What happened Between March 2018 and January 2020, several hundred online purchases were made from Mrs T’s NatWest account ... (4 pages)View decision -
Decision Reference DRN-3713163
10 Oct 2022 TSB Bank plc UpheldBanking and PaymentsDRN-3713163 The complaint Miss H and Mr H have complained that TSB Bank plc (“TSB”) didn’t inform them that the fee- waiver that was applicable to their Gold account was being removed. What happened In response to the complaint, TSB refunded the Gold account fees that were applied to Miss ... (3 pages)View decision -
Decision Reference DRN-3693575
10 Oct 2022 Great Lakes Insurance SE UpheldInsuranceDRN-3693575 The complaint Mr and Mrs K complain that Great Lakes Insurance SE has turned down a cancellation claim they made on their travel insurance policy. What happened On 20 October 2021, Mr and Mrs K booked a trip abroad. They were due to depart on 13 November 2021. On 21 October 202... (4 pages)View decision -
Decision Reference DRN-3377086
10 Oct 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3377086 The complaint Miss B complains that NewDay Ltd trading as Aqua gave her credit that she couldn’t afford to pay back. What happened Miss B applied for a credit card in May 2017. It was approved with an initial limit of £300. Miss B was given five further credit increases. In Sep... (3 pages)View decision -
Decision Reference DRN-3697298
10 Oct 2022 Shawbrook Bank Limited UpheldConsumer CreditDRN-3697298 The complaint Miss M has complained that Shawbrook Bank Limited (“Shawbrook”) rejected her claim against it under section 75 of the Consumer Credit Act 1974 in relation to her purchase of some solar panels. Background Miss M bought solar panels for her home in December 2015. Th... (3 pages)View decision -
Decision Reference DRN-3685788
10 Oct 2022 Acorn Insurance & Financial Services Ltd UpheldInsuranceDRN-3685788 The complaint Miss T complains that Acorn Insurance & Financial Services Limited mishandled her motor insurance policy. Where I refer to “Acorn”, I refer to the above-named company and I include employees and others insofar as I hold Acorn responsible for their acts or omis... (3 pages)View decision -
Decision Reference DRN-3745587
10 Oct 2022 Marsh Finance & Commercial Ltd UpheldConsumer CreditDRN-3745587 The complaint Miss M complains that she was supplied with a car which wasn’t of satisfactory quality under a hire purchase agreement with Marsh Finance & Commercial Ltd (“Marsh”). What happened Miss M entered into a hire purchase agreement with Marsh on 26 October 2021 to f... (4 pages)View decision -
Decision Reference DRN-3672386
10 Oct 2022 TenetConnect Limited UpheldPensions and AnnuitiesDRN-3672386 The complaint Mr E complains about advice he was given to transfer the benefits of two defined-benefit (DB) occupational pension schemes (OPS) to a personal pension plan. He says the advice was unsuitable for him and believes this has caused him a financial loss. Tenet Connect ... (10 pages)View decision -
Decision Reference DRN-3675717
10 Oct 2022 Marsh Finance Ltd UpheldConsumer CreditDRN-3675717 The complaint Mr G complains that a used car he got with a hire purchase agreement (HPA) from Marsh Finance Ltd was of unsatisfactory quality. What happened Mr G acquired this car near the end of August 2021. He had problems not long after - an engine management light (EML) ill... (6 pages)View decision -
Decision Reference DRN-3745461
10 Oct 2022 The Car Finance Company (2007) Ltd UpheldConsumer CreditDRN-3745461 The complaint Miss C complains that The Car Finance Company (2007) Ltd irresponsibly granted her a hire purchase agreement she couldn’t afford to repay. What happened In February 2017, Miss C acquired a used car financed by a hire purchase agreement from TCFC. Miss C was requir... (4 pages)View decision
