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 5520 results
-
Decision Reference DRN-4821551
25 Jun 2024 Oakbrook Finance Limited Not upheldConsumer CreditDRN-4821551 The complaint Miss T complains that Oakbrook Finance Limited (“Oakbrook”) lent to her in an irresponsible manner. What happened Miss T was given two loans by Oakbrook. She first borrowed £1,500 in January 2022 that she agreed to repay in 12 monthly instalments of £137.72. Miss ... (3 pages)View decision -
Decision Reference DRN3822660
3 Feb 2020 Provident Personal Credit Limited UpheldBanking and creditMr W says that Provident Personal Credit Limited, trading as Satsuma, lent to him irresponsibly.backgroundSatsuma approved 6 instalment loans for Mr W between August 2017 and September 2018. Mr W said that he was in financial difficulty and had issues with gambling and the lending made his... (3 pages)View decision -
Decision Reference DRN5647305
15 Jan 2014 Bank of Scotland Plc Not upheldInsurance (excluding PPI)Mr and Mrs L are unhappy as they feel their buildings and contents insurance policy was mis-sold to them. The policy was sold by Bank of Scotland plc.backgroundMr and Mrs L made a claim following a burglary at their home. When they made the claim they say they became aware of the policy... (2 pages)View decision -
Decision Reference DRN-4249207
29 Sep 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4249207 The complaint Mr T complains that Lloyds Bank PLC refuses to refund the money he lost to an investment scam. What happened Mr T came across an advertisement online for a binary options company I’ll call ‘D’, he said their website looked professional and they had a lot of positi... (6 pages)View decision -
Decision Reference DRN-2752518
31 Mar 2022 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-2752518 The complaint Mr F has complained about how The Prudential Assurance Company Limited handled the switch of the investments in his pension. What happened Mr F’s pension was held with Prudential and his money was invested in a fund that was categorised as higher risk. In March 20... (4 pages)View decision -
Decision Reference DRN4947879
15 Aug 2014 Martin-Howard Consultants Not upheldInvestment and pensionsMr N’s complaint concerns the advice he received from Martin-Howard Consultants to set up an Annuity Growth Account (“AGA”). Mr N says the advice was flawed, as the AGA did not meet his cautious attitude to risk, and the high risk of the plan was not made clear to him. He is also unh... (6 pages)View decision -
Decision Reference DRN4044241
3 Oct 2019 TFS Loans Limited UpheldBanking and creditMr B has complained that TFS Loans Limited (“TFS”) irresponsibly provided him with an unaffordable guarantor loan. He says that he shouldn’t have been given the loan due to his situation and the risk that he posed bearing in mind his existing debt and gambling addiction. backgroundTFS prov... (12 pages)View decision -
Decision Reference DRN5838966
11 Aug 2021 HSBC UK Bank Plc UpheldBanking and creditI issued a provisional decision in this complaint about HSBC UK Bank plc (trading as First Direct) on 6 July 2021. It contains the relevant background information and sets out my provisional findings. For completeness, a copy is annexed to this final decision. background In brief summary, ... (15 pages)View decision -
Decision Reference DRN0439906
15 Nov 2017 MEM Consumer Finance Limited UpheldBanking and creditMrs G complains that MEM Consumer Finance Limited (trading as Payday UK) lent hermoney she couldn’t afford to repay. She says if Payday had carried out proper checks itwould have seen this, so it acted irresponsibly when it lent to her.backgroundI issued a provisiona... (4 pages)View decision -
Decision Reference DRN-1629427
12 Jun 2020 HSBC UK Bank Plc Not upheldConsumer CreditThe complaint Mr T complains that HSBC UK Bank Plc irresponsibly lent him two loans that he couldn’t afford to repay. What happened Mr T successfully applied for two loans with HSBC – one in 2016 and one in 2018. Towards the end of 2018 he fell into arrears as he could no longer meet the r... (3 pages)View decision