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-3313326
14 Feb 2022 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3313326 The complaint Mr H complains that furniture he bought with the help of finance from Creation Consumer Finance Ltd was not of satisfactory quality. He says that Creation is equally liable with the retailer. What happened In July 2019 Mr H bought a suite of furniture from a retai... (2 pages)View decision -
Decision Reference DRN-3166014
14 Feb 2022 Loans 2 Go Limited UpheldConsumer CreditDRN-3166014 The complaint Mr M has complained that Loans 2 Go Limited was irresponsible in lending to him. What happened In December 2019 Mr M took out a loan with Loans 2 Go for £500. The loan was taken out over 18 months with an APR of 1,013.2% and his monthly repayments were £114.28 mak... (3 pages)View decision -
Decision Reference DRN-3270983
14 Feb 2022 The Car Finance Company (2007) Ltd UpheldConsumer CreditDRN-3270983 The complaint Miss P complains that The Car Finance Company (2007) Ltd (“TCFC”) irresponsibly granted her a hire purchase she couldn’t afford to repay. What happened On 31 January 2017 Miss P acquired a used car financed by a hire purchase agreement from TCFC. The cash price of... (8 pages)View decision -
Decision Reference DRN-3313374
14 Feb 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3313374 The complaint Miss W complained that her claim was unreasonably delayed by Royal & Sun Alliance Insurance Limited (“RSA”) under her home insurance policy. What happened Miss W made a claim to RSA early in November 2020 when her kitchen was damaged by a leak from her dishwas... (3 pages)View decision -
Decision Reference DRN-3297215
14 Feb 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3297215 The complaint and background Mrs M has complained that HSBC UK Bank Plc unfairly continued applying charges to her current account which caused her financial difficulty. One of our adjudicators looked at Mrs M’s complaint and thought HSBC should have realised Mrs M’s overdraft ... (2 pages)View decision -
Decision Reference DRN-3133084
14 Feb 2022 J D Williams & Company Limited UpheldConsumer CreditDRN-3133084 The complaint Mr P has complained that JD Williams & Company Limited trading as Jacamo irresponsibly lent to him. What happened Mr P opened a shopping account with JD Williams in August 2016. His account limit was initially very low - £150. Over the course of the next three... (4 pages)View decision -
Decision Reference DRN-3309470
14 Feb 2022 Fairstone Financial Management Limited UpheldPensions and AnnuitiesDRN-3309470 The complaint Mr F complained that one of Fairstone Financial Management Limited’s advisors misled him into believing that it would continue managing his investments after he’d transferred his pension. What happened Mr F held five separate pensions – three were defined benefit ... (8 pages)View decision -
Decision Reference DRN-3235298
14 Feb 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3235298 The complaint Mr L, through his representative (a family member) complains that Bank of Scotland plc (BOS) has lent to him irresponsibly. Mr L has asked that BOS provides a full refund of all overdraft fees, charges & interest incurred over the period. Mr L says that the BO... (3 pages)View decision -
Decision Reference DRN-3116195
14 Feb 2022 Union Reiseversicherung AG UpheldInsuranceDRN-3116195 The complaint Miss J complains because Union Reiseversicherung AG (‘URV’) hasn’t paid a travel insurance claim for cutting her holiday short. All references to URV include the agents it has appointed to handle claims on its behalf. What happened Miss J held a single trip travel... (4 pages)View decision -
Decision Reference DRN-3203907
14 Feb 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3203907 The complaint B, a limited company, complains that Barclays Bank UK PLC has been charging it for an overdraft facility that it didn’t agree to or need. What happened The director of B says he received a letter in October 2019 about an overdraft facility on the company account. ... (2 pages)View decision
