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 125363 results
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Decision Reference DRN-3516818
4 Oct 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3516818 The complaint Miss M complains that HSBC UK Bank Plc lost her data when her father (Mr M) was applying to open a bank account for her and that has made her vulnerable to fraud. What happened Mr M was opening a bank account with HSBC for Miss M. As part of the application he was... (3 pages)View decision -
Decision Reference DRN-3630197
4 Oct 2022 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3630197 The complaint Mr H complains about adverse information recorded on his credit file by Creation Consumer Finance Ltd. What happened Mr H has a loan with Creation but fell into arrears due to the pandemic. Mr H successfully applied for a payment holiday under the Financial Conduc... (2 pages)View decision -
Decision Reference DRN-3416086
4 Oct 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3416086 The complaint Mr C complains that Portal Financial Services LLP (Portal) gave him unsuitable advice to transfer two of his Personal Pensions (PP) to a Self-Invested Personal Pension (SIPP). Mr C is being represented by a third party, but for ease I’ll refer to all representatio... (6 pages)View decision -
Decision Reference DRN-3729998
4 Oct 2022 AWP P&C SA UpheldInsuranceDRN-3729998 The complaint Mr and Mrs F are unhappy with the way AWP P&C SA dealt with a claim they made under their home emergency insurance policy. Mrs F has primarily dealt with things, so I’ll refer to her only for simplicity. Reference to AWP includes its agents and representatives... (3 pages)View decision -
Decision Reference DRN-3652164
4 Oct 2022 PrePay Technologies Limited UpheldBanking and PaymentsDRN-3652164 The complaint Miss L has complained that PrePay Technologies Limited registered a marker against her at CIFAS, the national fraud database. What happened This complaint surrounds a Monese branded account. In 2020, Miss L opened the account. It was then used to receive and pass ... (3 pages)View decision -
Decision Reference DRN-3639878
4 Oct 2022 Vauxhall Finance plc UpheldConsumer CreditDRN-3639878 The complaint Miss D complains that the car she acquired financed through a conditional sale agreement with Vauxhall Finance plc was of unsatisfactory quality. What happened In June 2021 Miss D acquired a used car financed through a conditional sale agreement with Vauxhall. Imm... (3 pages)View decision -
Decision Reference DRN-3680439
4 Oct 2022 Madison CF UK Limited UpheldConsumer CreditDRN-3680439 The complaint Miss H, through her representative, complains that Madison CF UK Limited, trading as 118 118 Money, lent to her when she could not afford it. Miss H says that she had to borrow to make the Madison repayments. What happened Using information from Madison here is a ... (5 pages)View decision -
Decision Reference DRN-3732733
4 Oct 2022 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3732733 The complaint Mr H and Mrs H have complained that Admiral Insurance (Gibraltar) Limited (‘Admiral’) have unfairly declined a claim for theft under their home insurance policy. I will normally only refer to Mr H, as he dealt with the claim and complaint. What happened Mr H adver... (4 pages)View decision -
Decision Reference DRN-3636849
4 Oct 2022 Bank of Ireland (UK) Plc UpheldBanking and PaymentsDRN-3636849 The complaint K complains the Bank of Ireland (UK) Plc (BoI) incorrectly processed a direct debit transaction. What happened K had set up, on the business account, a direct debit for ten payments payable at £219.53. While reconciling the account, K saw that in June 2021 £319.53... (3 pages)View decision -
Decision Reference DRN-3728670
4 Oct 2022 Nationwide Building Society UpheldBanking and PaymentsDRN-3728670 The complaint Mr F complains that an overdraft attached to his Nationwide Building Society current account was one where the charges and interest were too high. He considers them to have been unfair and wants them refunded. Later Mr F made it clear that he also complains about ... (4 pages)View decision
