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 370904 results
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Decision Reference DRN-5138967
13 Nov 2024 Black Horse Limited UpheldConsumer CreditDRN-5138967 The complaint Mrs H is unhappy with the quality of a caravan supplied under a hire purchase agreement provided by Black Horse Limited. What happened Around the beginning of June 2023 Mrs H acquired a brand new caravan under a hire purchase agreement with Black Horse. The car... (7 pages)View decision -
Decision Reference DRN-5041280
13 Nov 2024 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5041280 The complaint Mr C complains that Scottish Widows Limited (SWL) used the two pension funds he held with it to buy annuities after he’d told them he didn’t want to purchase annuities. What happened Mr C had two with-profit pension policies with SWL. SWL wrote to Mr C on 22 Ap... (7 pages)View decision -
Decision Reference DRN-4492261
13 Nov 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4492261 The complaint Mrs P has complained about the way Shawbrook Bank Limited responded to claims she’d made under section 75 (“s.75”) of the Consumer Credit Act 1974 (the “CCA”) and in relation to an alleged unfair relationship taking into account section 140A (“s.140A”) of the C... (4 pages)View decision -
Decision Reference DRN-5066077
13 Nov 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5066077 The complaint Miss O says Revolut Ltd (“Revolut”) refuses to refund her for transactions on her account she says she didn’t authorise. What happened Miss O says she was preparing to return home from Turkey when she noticed an approval request on her phone for a transaction s... (2 pages)View decision -
Decision Reference DRN-5095921
13 Nov 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5095921 The complaint Mr P complained that Admiral Insurance (Gibraltar) Limited (“Admiral”) didn’t complete the repairs to his car following an incident with another vehicle. Admiral was providing a motor insurance policy. What happened Mr P made a claim to Admiral when he was invo... (2 pages)View decision -
Decision Reference DRN-5064560
13 Nov 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5064560 The complaint Mrs W complains National Westminster Bank Plc (NatWest) failed to make a payment she requested and has placed restrictions on withdrawals from her account. Mrs W is represented by Mr L. What happened The details of the complaint are well known to both parties, ... (2 pages)View decision -
Decision Reference DRN-4964549
13 Nov 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4964549 The complaint Mr A complains that HSBC UK Bank Plc declined his Section 75 claim. What happened In June 2022 Mr A purchased an Apple watch from a supplier and paid using his HSBC credit card. The purchase price of the watch was £364. In September 2023 Mr A noticed that the s... (2 pages)View decision -
Decision Reference DRN-5145283
13 Nov 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-5145283 The complaint Mr K has complained that Advantage Insurance Company Limited unfairly and unreasonably cancelled his motor policy because it believed he hadn’t disclosed a modification to his car. What happened Advantage reviewed Mr K’s policy midway through the policy year. ... (4 pages)View decision -
Decision Reference DRN-5076186
13 Nov 2024 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-5076186 The complaint Miss R complains that Specialist Motor Finance Limited (SMFL) was irresponsible in its lending to her. She wants all interest, fees and charges she paid under her hire purchase agreement refunded along with statutory interest. What happened SMFL provided Miss R... (3 pages)View decision -
Decision Reference DRN-4993083
13 Nov 2024 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-4993083 The complaint Mr B has complained about the transfer of his The Royal London Mutual Insurance Society Limited personal pension to a small self-administered scheme (“SSAS”) in May 2014. Mr B’s SSAS was subsequently used to invest in a commercial overseas property investment c... (9 pages)View decision
