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 370902 results
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Decision Reference DRN-4982924
30 Aug 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4982924 Complaint Miss H complains that Moneybarn No.1 Ltd (“Moneybarn”) unfairly entered into a conditional- sale agreement with her. She’s said the agreement was unaffordable for her. Background In December 2018, Moneybarn provided Miss H with finance for a used car. The cash pri... (3 pages)View decision -
Decision Reference DRN-4967222
30 Aug 2024 Chetwood Financial Limited Not upheldConsumer CreditDRN-4967222 Complaint Mr M has complained about a personal loan Chetwood Financial Limited (trading as “Better Borrow”) provided to him. He says the loan was unaffordable and shouldn’t have been provided to him. Background Better Borrow provided Mr M with a loan for £7,000.00 in May 20... (3 pages)View decision -
Decision Reference DRN-4993186
30 Aug 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4993186 The complaint Mr T is complaining about Lloyds Bank PLC because it didn’t acknowledge or respond to his requests for information within an appropriate timeframe. What happened On 8 December 2023, Mr T wrote to Lloyds with a Data Subject Access Request (DSAR) requesting the i... (2 pages)View decision -
Decision Reference DRN-4959976
30 Aug 2024 Hargreaves Lansdown Asset Management Limited Not upheldPensions and AnnuitiesDRN-4959976 The complaint Mr M complains about the transfer of his personal pension – a SIPP (“self-invested personal pension”) with Hargreaves Lansdown Asset Management Limited (“Hargreaves”) to the European Financial Planning Group Diamond Personal Pension Plan (“EFPG plan”), a Qualif... (14 pages)View decision -
Decision Reference DRN-4936519
30 Aug 2024 Frasers Group Financial Services Limited UpheldConsumer CreditDRN-4936519 The complaint Mrs R complains that Frasers Group Financial Services Limited (who I’ll call Frasers) trading as Studio, have failed to refund her for an item. What happened Mrs R didn’t receive an item she bought for £15 using her Frasers account. She requested a refund in Fe... (2 pages)View decision -
Decision Reference DRN-4970245
30 Aug 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4970245 The complaint Mr H has complained about his previous car insurer Admiral Insurance (Gibraltar) Limited. He believes it mis-sold him cover. What happened Mr H had a multicover policy with Admiral for a property and a car. The car “C” was involved in an accident that was Mr H... (3 pages)View decision -
Decision Reference DRN-4654658
30 Aug 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4654658 The complaint Mr G complains that Monzo Bank Ltd (‘Monzo’) won’t reimburse the money he lost when he says he fell victim to a scam. What happened Mr G is represented in this case but as the account with Monzo is in his name I’ll refer to Mr G throughout my decision. Mr G sa... (3 pages)View decision -
Decision Reference DRN-4992990
29 Aug 2024 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4992990 The complaint Ms A complains that Casualty & General Insurance Company (Europe) Ltd (‘CGIC’) unfairly declined her pet insurance claim and added a specific exclusion to her policy. My references to CGIC include its agents. What happened Ms A had pet insurance for her dog... (5 pages)View decision -
Decision Reference DRN-4991399
29 Aug 2024 Raylo Group Limited UpheldConsumer CreditDRN-4991399 The complaint Mrs S complains about the service she received from Raylo Group Limited (“RGL”) when she returned a mobile phone it had hired to her under a regulated consumer hire agreement. What happened I issued a provisional decision on Mrs S’s case on 15 August 2024, in w... (9 pages)View decision -
Decision Reference DRN-4936961
29 Aug 2024 HSBC UK Bank Plc UpheldConsumer CreditDRN-4936961 The complaint Mr H is unhappy with the information surrounding loan early repayment charges given to him by HSBC UK Bank Plc. What happened Mr H successfully applied to HSBC for a personal loan. Several months later, Mr H approached HSBC and asked for an early settlement fig... (3 pages)View decision
