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 371633 results
-
Decision Reference DRN-5000438
3 Sep 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5000438 The complaint Mr T has complained about Creation Consumer Finance Ltd’s (“Creation”) response to a claim he made under the Consumer Credit Act 1974 (the “CCA”) and his request for money back. What happened In October 2014, Mr T bought a solar panel system (‘the system’) for... (5 pages)View decision -
Decision Reference DRN-5000740
3 Sep 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5000740 The complaint Mr H opened a self-invested personal pension (“SIPP”) with Carey Pensions UK LLP now Options UK Personal Pensions LLP (“Options”). Mr H switched his existing personal pension to the SIPP but then switched to another SIPP operator soon after. Mr H’s complaint is... (16 pages)View decision -
Decision Reference DRN-4934898
3 Sep 2024 Countrywide Assured Plc UpheldInvestmentsDRN-4934898 The complaint Mr K’s complaint is about the administration of a mortgage endowment policy he and an ex-partner took out with Countrywide Assured Plc. He has stated the ownership of the policy was transferred to him when they split up in 1991, but Countrywide didn’t change th... (3 pages)View decision -
Decision Reference DRN-4878350
3 Sep 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4878350 The complaint Mr W complains about the price quoted by Liverpool Victoria Insurance Company Limited (“LV”) for a motor insurance policy. What happened Mr W received a quote for a policy which he says was almost double what he’d paid the previous year. Mr W says he queried t... (3 pages)View decision -
Decision Reference DRN-4923575
3 Sep 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4923575 The complaint Mrs N complains that Lloyds Bank PLC trading as Lloyds Bank has incorrectly calculated the outstanding balance on her credit card account. And she further complains that the bank has failed to treat her fairly when she faced financial difficulties and was unabl... (3 pages)View decision -
Decision Reference DRN-4995444
3 Sep 2024 HSBC UK Bank Plc Not upheldConsumer CreditDRN-4995444 The complaint Miss A complains that HSBC UK Bank Plc was irresponsible in its lending to her. Miss A is represented by a third party but for ease of reference I have referred to Miss A throughout this decision. What happened Miss A was provided with a £7,000 loan by HSBC in ... (3 pages)View decision -
Decision Reference DRN-5000669
3 Sep 2024 HSBC UK Bank Plc UpheldMortgagesDRN-5000669 The complaint Mr and Mrs G’s complaint relates to a mortgage application they made to HSBC UK Bank Plc in October 2023. They are unhappy that the application was rejected and they could not port their interest rate product to their new home. What happened In June 2022 Mr and... (5 pages)View decision -
Decision Reference DRN-4547431
3 Sep 2024 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-4547431 The complaint Mrs G complains Fortegra Europe Insurance Company Ltd unfairly declined claims against her minor damage repair cover insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them here. Instead, I will focus... (2 pages)View decision -
Decision Reference DRN-5000644
3 Sep 2024 Aviva Insurance Limited UpheldInsuranceDRN-5000644 The complaint Mr W and Mrs W have complained about the settlement Aviva Insurance Limited (Aviva) offered them following a claim under a home insurance policy. What happened Mr W and Mrs W made a claim for a pendant and chain that went missing in their home. Aviva accepted ... (4 pages)View decision -
Decision Reference DRN-5000626
3 Sep 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5000626 The complaint Mr W complains about National Westminster Bank Plc (NatWest) in that they replaced his debit card without notice, leaving him without card access to his account for over two months. Mr W says this had a significant impact on his life. What happened In March 202... (3 pages)View decision
