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 634 results
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Decision Reference DRN-3845790
30 Jan 2023 GE Money Consumer Lending Limited Not upheldConsumer CreditDRN-3845790 The complaint Ms E and Mr G complain that GE Money Consumer Lending Limited has rejected the claims that they’ve made under the Consumer Credit Act 1974. They’re being represented in their complaint by a legal adviser. What happened Ms E and Mr G had bought a trial membership o... (5 pages)View decision -
Decision Reference DRN-4778062
11 Sep 2024 North Edinburgh and Castle Credit Union Limited UpheldConsumer CreditDRN-4778062 The complaint Mr O has complained North Edinburgh and Castle Credit Union Limited, trading as Castle Community Bank is asking him to repay a personal loan he didn’t take out. What happened In September 2023, Mr O fell for a scam after being told his personal information had ... (3 pages)View decision -
Decision Reference DRN-4544210
8 Jan 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4544210 The complaint Mr S complains that Mitsubishi HC Capital UK plc, trading as Hitachi Capital, won’t refund to him the money that he paid for some holiday club membership points rights. His wife is also involved in his complaint and he’s being represented by a claims management co... (6 pages)View decision -
Decision Reference DRN5087462
6 Feb 2014 National Westminster Bank Plc Not upheldBanking and creditMr and Mrs L complain that National Westminster Bank Plc failed to contact them about the renewal of the overdraft facility for their partnership, M. As a result, they say that they were forced to close the business. They want the bank to write off M’s outstanding overdraft and pay finan... (3 pages)View decision -
Decision Reference DRN4738542
22 Apr 2020 Lloyds Bank PLC UpheldBanking and creditMr J complains that Lloyds Bank PLC has declined to refund the money he lost when he fell victim to a scam.backgroundMr J holds a current account with Lloyds. In March 2018, he received a text message that appeared to have originated with Lloyds. Mr J says the message appeared as part of t... (6 pages)View decision -
Decision Reference DRN-5082710
15 Oct 2024 IFG Pensions Limited UpheldPensions and AnnuitiesDRN-5082710 The complaint Mr W complains about the service he received from IFG Pensions Limited (IFG) when opening a Self-Invested Personal Pension (SIPP), carrying out an in-specie transfer (of investments held by Firm R) and making a withdrawal. What happened Mr W says he was a resi... (16 pages)View decision -
Decision Reference DRN-3696150
12 Sep 2022 Aviva Life & Pensions UK Limited Not upheldInvestmentsDRN-3696150 The complaint Mr N complained that Aviva Life & Pensions UK Limited (“Aviva”) declined his terminal illness benefit claim. Mr N is represented in making this complaint but, for ease, I’ll refer to all actions and comments as those of Mr N. What happened Mr N took out a leve... (3 pages)View decision -
Decision Reference DRN-3613368
6 Nov 2023 Diamond Resorts Financial Services Limited Not upheldConsumer CreditDRN-3613368 The complaint Mr F complains that Diamond Resorts Financial Services Limited has rejected the claims that he’s made under the Consumer Credit Act 1974. His wife is also involved in his complaint and he’s being represented by a claims management company. What happened Mr F and h... (5 pages)View decision -
Decision Reference DRN1874082
6 Jun 2014 Towry Limited Not upheldInvestment and pensionsMrs H complains about advice she was given by Towry Limited in 2010.She says that: She was introduced to Towry and Towry just assumed it was instructed. She was not given a choice of financial advisers. She feels the money was just taken from her and matters were not explained to ... (4 pages)View decision -
Decision Reference DRN-4170731
24 Jan 2024 Vacation Finance Limited Not upheldConsumer CreditDRN-4170731 The complaint Mrs A and Mr M complain that Vacation Finance Limited won’t refund to them the money that they paid for a holiday club membership. They’re being represented in their complaint by a legal adviser. What happened Mrs A and Mr M entered into a membership application a... (6 pages)View decision
