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 362712 results
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Decision Reference DRN-4519841
2 Feb 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4519841 The complaint Mr S complains that when he called HSBC UK Bank Plc, trading as First Direct, he spoke to a new member of staff who gave him vague information on cheque deposit clearance times. What happened Mr S explained to First Direct’s agent that he had purchased items outsi... (2 pages)View decision -
Decision Reference DRN-4323902
2 Feb 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4323902 The complaint Mr W complains Santander UK Plc didn’t do enough to protect him when he fell victim to a scam. What happened Mr W has a credit card account with Santander – with a limit of just under £8,500 – and accounts with a bank elsewhere. In September 2021 Mr W says he rece... (6 pages)View decision -
Decision Reference DRN-4598595
2 Feb 2024 Aviva Life & Pensions UK Limited UpheldInsuranceDRN-4598595 The complaint The estate of Mrs A has complained about Aviva Life and Pensions UK Limited. A representative of the executors of the estate tried to claim on what she thought were two funeral plan policies held in Mrs A’s name. Aviva told her one of the two policies does not exi... (4 pages)View decision -
Decision Reference DRN-4465271
2 Feb 2024 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-4465271 The complaint Mr B complains that Creation Consumer Finance Ltd (”CCF”) unfairly failed to offer him the right to reject a sofa that he had purchased via finance with it, and which had a developed a fault. What happened In December 2019 Mr B took out finance with CCF for a sofa... (2 pages)View decision -
Decision Reference DRN-4596173
2 Feb 2024 Billing Finance Limited UpheldConsumer CreditDRN-4596173 The complaint Miss G complains that a used car she acquired via a hire purchase agreement with Billing Finance Limited (“BF”) wasn’t of satisfactory quality. What happened In April 2022 Miss G acquired a used car via a four-year hire purchase agreement with BF. The car was arou... (7 pages)View decision -
Decision Reference DRN-4490275
2 Feb 2024 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-4490275 The complaint Ms B complains that Scottish Equitable Plc moved her pension funds to cash without her permission causing her investment losses. What happened Ms B had a self-invested personal pension (SIPP) with Scottish Equitable. In April 2022 the details of Ms B’s policy were... (3 pages)View decision -
Decision Reference DRN-4443379
2 Feb 2024 Virgin Media Mobile Finance Limited Not upheldConsumer CreditDRN-4443379 The complaint Mr H complains about the outstanding amount owed under a fixed sum loan agreement, taken out in his name with Virgin Media Mobile Finance Limited. What happened In May 2020, Mr H signed up to a SIM only deal with Virgin. Around two years later, Mr H’s account with... (4 pages)View decision -
Decision Reference DRN-4545655
2 Feb 2024 N.I.I.B. Group Limited UpheldConsumer CreditDRN-4545655 The complaint Mr N complains that N.I.I.B Group Limited trading as Northridge Finance (Northridge) irresponsibly gave him a hire purchase agreement he couldn’t afford. What happened In December 2021, Mr N acquired a used car using a hire purchase agreement from Northridge. The ... (6 pages)View decision -
Decision Reference DRN-4331324
2 Feb 2024 Mortgage Advice Bureau Limited UpheldMortgagesDRN-4331324 The complaint Miss Z complains about poor service when she took mortgage advice from an appointed representative of Mortgage Advice Bureau Limited. Miss Z says two property purchases fell through as a result. She asks for compensation for financial loss and the upset caused. Wh... (2 pages)View decision -
Decision Reference DRN-4452051
2 Feb 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4452051 The complaint A company which I will refer to as ‘H’ complains that HSBC UK Bank Plc wouldn’t reimburse the money which they lost due to an authorised push payment scam. They say that HSBC allowed a fraudster to open an account with it and then use the account for fraudulent pu... (5 pages)View decision
