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 121115 results
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Decision Reference DRN-3395258
24 Mar 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3395258 The complaint Mr E complained about the service provided by Portal Financial Services LLP (Portal). He said they had not done what they ought to have done, he been unsuitably advised and as a consequence suffered a loss. What happened In 2013 Mr E received a letter from Portal ... (8 pages)View decision -
Decision Reference DRN-3337066
24 Mar 2022 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3337066 The complaint Mr M complains that Creation Consumer Finance Ltd lent irresponsibly when it approved his loan application. What happened In March 2018, Mr M applied for a £5,000 loan over a four year term with Creation. In his application, Mr M said he had an income of £1,650 a ... (2 pages)View decision -
Decision Reference DRN-3394387
24 Mar 2022 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-3394387 The complaint Mr W complains that American Express Services Europe Limited (AESEL) charged interest on his credit card during an agreed payment holiday, which he believes they shouldn’t have. What happened Mr W has a credit card account with AESEL. In or around March 2020, Mr W... (3 pages)View decision -
Decision Reference DRN-3105687
24 Mar 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3105687 Complaint Mr M is unhappy that Lloyds Bank PLC didn’t refund him the money he lost to a scam. Background Mr M has an account with Lloyds. In March 2020, he was cold called by someone who persuaded him to invest his money in cryptocurrency. The caller told him they could trade i... (3 pages)View decision -
Decision Reference DRN-3311833
24 Mar 2022 Avantcredit Of Uk, Llc UpheldConsumer CreditDRN-3311833 The complaint Mrs K complained that AvantCredit of UK, LLC lent to her irresponsibly and provided her with unaffordable lending. What happened AvantCredit provided loans to Mrs K as follows: Date taken Capital loan amount Term Typical monthly repayment Total amount repayable Lo... (4 pages)View decision -
Decision Reference DRN-3392517
24 Mar 2022 Great Lakes Insurance SE UpheldInsuranceDRN-3392517 The complaint Mr S has complained about the way Great Lakes Insurance SE (‘Great Lakes’) has dealt with his claim. All reference to Great Lakes includes its agents. What happened Mr S had a group income protection insurance policy, underwritten by Great Lakes. He made a claim b... (2 pages)View decision -
Decision Reference DRN-3385165
24 Mar 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3385165 The complaint Mr B complains that he needs to have a mobile phone to use Santander UK Plc’s online banking services. He’s told us that his lifestyle does not require a mobile phone. He thinks it’s unfair of Santander to deny him access to online banking services because of this... (10 pages)View decision -
Decision Reference DRN-3393328
24 Mar 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3393328 The complaint Ms K complaints that HSBC UK Bank Plc won’t refund money she lost when she fell victim to a scam. What happened In February 2019, Ms K was contacted by someone claiming to be from HMRC, but it turned out this person was a scammer. Ms K says the caller told her tha... (11 pages)View decision -
Decision Reference DRN-3390643
24 Mar 2022 Unum Ltd UpheldInsuranceDRN-3390643 The complaint Mr A is unhappy Unum Ltd declined his claim on his income protection policy. What happened Mr A is a dentist. He became unwell and signed off work from 27 May 2019 due to anxiety and depression. So he made a claim on his income protection policy which would pay a ... (3 pages)View decision -
Decision Reference DRN-3382055
24 Mar 2022 PSA Finance UK Limited UpheldConsumer CreditDRN-3382055 The complaint Mr F complains about the quality of a car supplied to him by PSA Finance UK Limited (“PSA”). What happened Mr F is represented in his complaint by his partner, who I will refer to as “Ms W”. In September 2019 Mr F entered into a hire purchase agreement with PSA. U... (8 pages)View decision
