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 366874 results
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Decision Reference DRN-4763217
9 May 2024 Chetwood Financial Limited UpheldConsumer CreditDRN-4763217 The complaint Mr M complains that Chetwood Financial Limited trading as BetterBorrow lent irresponsibly when it approved his loan application. What happened In December 2021 Mr M applied for a £12,000 loan with BetterBorrow. In his application, Mr M said he was a homeowner with... (4 pages)View decision -
Decision Reference DRN-4504036
9 May 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4504036 The complaint Ms E complains that HSBC UK Bank Plc hasn’t considered her dispute with a merchant about a stairlift fairly. What happened In December 2021 Ms E used her HSBC credit card across two transactions to pay for a stairlift costing £4790 ... (4 pages)View decision -
Decision Reference DRN-4714239
9 May 2024 Freetrade Limited Not upheldInvestmentsDRN-4714239 The complaint Miss C complains about Freetrade Limited (‘Freetrade’). She says that she placed an order to sell some shares she owned but when Freetrade acted on this instruction the value of the shares had fallen significantly. What happened Miss C owned some shares and she pl... (3 pages)View decision -
Decision Reference DRN-4788619
9 May 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4788619 The complaint Mr H complains a representative of Nationwide Building Society incorrectly advised him he would be eligible for a government bonus of £3,000 through his Help to Buy Individual Savings Account (HTB ISA). What happened I sent the parties a provisional decision in Ma... (5 pages)View decision -
Decision Reference DRN-4707815
9 May 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4707815 The complaint Mr O complains about Aviva Insurance Limited (Aviva) refusing to reimburse travel and accommodation costs to attend his property in relation to a claim he was making under his property owner’s insurance policy. Reference to Aviva in this decision includes their ag... (3 pages)View decision -
Decision Reference DRN-4701574
9 May 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4701574 The complaint Mr T complains that Wise Payments Limited (trading as “Wise”) won’t refund over £70,000 he lost to an investment scam. The details of this complaint are well known to both parties, so I won’t repeat everything again here. Instead, I will focus on giving the reason... (2 pages)View decision -
Decision Reference DRN-4755786
9 May 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4755786 The complaint Mr L has a self-invested personal pension (SIPP) with Options UK Personal Pensions LLP (formerly Carey Pensions UK LLP). For ease I shall refer to Options throughout this document. Mr L transferred his existing personal pensions to the SIPP to invest in a property... (27 pages)View decision -
Decision Reference DRN-4727469
9 May 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4727469 The complaint Mrs L has complained that Admiral Insurance (Gibraltar) Limited didn’t agree to pay for her car’s turbo issues, which occurred immediately after her car was repaired under her motor policy, following an accident. What happened Mrs L was involved in an accident in ... (4 pages)View decision -
Decision Reference DRN-4788601
9 May 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4788601 The complaint Ms S complains Barclays Bank UK PLC didn’t do enough to protect her when she fell victim to a scam. What happened Ms S says she contacted Barclays in May 2022 to say she’d just made two payments totalling £190,000 that she now realised were part of a scam. She say... (3 pages)View decision -
Decision Reference DRN-4569519
9 May 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4569519 The complaint Mr E is unhappy with what happened when he returned a car at the end of a hire agreement taken with Mitsubishi HC Capital UK PLC (previously known as Hitachi Capital UK PLC), trading as Novuna Vehicle Solutions (“Novuna”). What happened In March 2018 Mr E entered ... (3 pages)View decision
