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 366873 results
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Decision Reference DRN-5164134
25 Nov 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5164134 The complaint Miss J complains that Creation Consumer Finance Ltd reported missed payments to her credit file and incorrectly defaulted her account when she had a payment arrangement in place. What happened In April 2020, Miss J took out a running account credit agreement w... (5 pages)View decision -
Decision Reference DRN-5156386
25 Nov 2024 ReAssure Limited Not upheldPensions and AnnuitiesDRN-5156386 The complaint Mr B has complained to ReAssure Limited (ReAssure) about the transfer of his Group Personal Pension (GPP) to a small self-administered scheme (SSAS) in June 2015. Mr B’s SSAS was subsequently used to invest in an investment offered by The Resort Group (TRG). Th... (13 pages)View decision -
Decision Reference DRN-4896051
25 Nov 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4896051 The complaint Mr M complains that Revolut Ltd (‘Revolut’) won’t refund the money he lost after falling victim to a scam. What happened In December 2022, Mr M received an update on his phone which highlighted an advert for cryptocurrency trading which was endorsed by a well-... (8 pages)View decision -
Decision Reference DRN-4955397
25 Nov 2024 Brooks Macdonald Asset Management Limited UpheldPensions and AnnuitiesDRN-4955397 The complaint Mrs B complains that Brooks Macdonald Asset Management Limited (BMAM) caused avoidable delays to the transfer of her pension funds, leading to a loss. BMAM completed a loss calculation and said that the avoidable delays caused a loss of £12,382.35 on the assets... (9 pages)View decision -
Decision Reference DRN-4972092
25 Nov 2024 Healthcare Finance Limited Not upheldConsumer CreditDRN-4972092 The complaint Miss S complains that Healthcare Finance Limited (“HFL”) failed to pay out on a claim she made to it about the failure of a supplier to deliver the dental treatment which she paid for with credit it provided. What happened In May 2023 Miss S entered into a 25-m... (4 pages)View decision -
Decision Reference DRN-5066876
25 Nov 2024 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5066876 The complaint Mr P complains PayPal UK Ltd won’t refund him for purchases he didn’t receive. What happened Mr P says he bought two phones, from the same retailer, in two different transactions. Mr P says the retailer told him the orders were cancelled, and he never receive... (3 pages)View decision -
Decision Reference DRN-4804059
25 Nov 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4804059 The complaint Mrs H complains that HSBC UK Bank Plc (‘HSBC’) won’t reimburse the money she lost when she says she fell victim to a scam. What happened Mrs H says she was introduced to an investment opportunity with a company I’ll call G in this decision by an unregulated br... (3 pages)View decision -
Decision Reference DRN-5032381
25 Nov 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5032381 Complaint Mr L has complained about a credit card and subsequent limit increases which Clydesdale Bank Plc (trading as “Virgin Money”) provided to him. He says that the credit card and limit increases were unaffordable for him and so should never have been provided. Backgr... (5 pages)View decision -
Decision Reference DRN-5014564
25 Nov 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5014564 Complaint Mrs C has complained about an overdraft that Santander UK Plc (“Santander”) provided to her. She says the overdraft she was provided with, which then had its limit increased, was unaffordable for her and has exacerbated her debt position. Background Mrs C initial... (3 pages)View decision -
Decision Reference DRN-5120796
25 Nov 2024 FirstRand Bank Limited Not upheldConsumer CreditDRN-5120796 Complaint Mrs A complains that MotoNovo Finance Limited (trading as “MotoNovo” Finance) unfairly entered into a hire-purchase agreement with her. She’s said the agreement was unaffordable and so she shouldn’t have been accepted for it. Mrs A is being represented in her comp... (3 pages)View decision
