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 369228 results
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Decision Reference DRN-4413685
22 Apr 2024 Mi Vehicle Finance Limited UpheldConsumer CreditDRN-4413685 The complaint Mr B complains about a used car he acquired with finance provided by MI Vehicle Finance Limited (MIVF). What happened In March 2023 Mr B entered into a four-year regulated hire purchase agreement with MIVF in relation to a used car. He also bought GAP insurance at... (3 pages)View decision -
Decision Reference DRN-4486553
22 Apr 2024 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-4486553 The complaint Mrs F complains, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (‘BPF’) acted unfairly and unreasonably by being party to an unfair credit relationship with her under Section 140A of the CCA. The credit agreement giving ... (3 pages)View decision -
Decision Reference DRN-4754918
22 Apr 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4754918 The complaint Mr H has a self-invested personal pension (“SIPP”) with Options UK Personal Pensions LLP (“Options”), formerly Carey Pensions UK LLP (“Carey”). Mr H transferred his defined benefit occupational pension scheme to the SIPP to invest in a property-based investment sc... (28 pages)View decision -
Decision Reference DRN-4531166
22 Apr 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4531166 The complaint Miss M complains that HSBC UK Bank Plc trading as first direct unfairly continued applying charges to her overdraft when she was in financial difficulty. What happened Miss M says that her income reduced substantially in January 2022, and she was regularly in her ... (2 pages)View decision -
Decision Reference DRN-4594242
22 Apr 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4594242 The complaint Mr H complains that Barclays Bank UK PLC destroyed original documents he sent them in relation to the ownership of his property. He says that as a result, he’s been unable to release equity from the property, or sell it, in order to repay the mortgage he has with ... (4 pages)View decision -
Decision Reference DRN-4728115
22 Apr 2024 Automobile Association Insurance Services Limited Not upheldInsuranceDRN-4728115 The complaint Mr J complains about the method by which the Automobile Association Insurance Services Limited (‘AA’) sent him renewal documents for his motor breakdown policy in 2023, which led to it being renewed against his wishes. What happened Mr J says he’d been covered by ... (2 pages)View decision -
Decision Reference DRN-4725783
22 Apr 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4725783 The complaint Mr W complains NewDay Ltd trading as John Lewis Partnership Card instantly turned him down for a credit card. He thinks NewDay are data harvesting. What happened I issued a provisional decision setting out what’d happened, and what I thought about that. I’ve copie... (4 pages)View decision -
Decision Reference DRN-4522384
22 Apr 2024 Zopa Bank Limited Not upheldBanking and PaymentsDRN-4522384 The complaint Mr E complains that Zopa Bank Limited (“Zopa”) irresponsibly granted him two credit cards he couldn’t afford to repay. What happened In February 2022 Mr E entered into an agreement with Zopa to have access to credit by way of a credit card account. He was given a ... (2 pages)View decision -
Decision Reference DRN-4572280
22 Apr 2024 HSBC UK Bank Plc Not upheldMortgagesDRN-4572280 The complaint Mr and Mrs M bought a Buy To Let (“BTL”) property with a mortgage from HSBC. They complain that there was no mention on the mortgage valuation report of a very significant defect with the property. They didn’t think it was fair to ask them to pay for repairs now. ... (3 pages)View decision -
Decision Reference DRN-4722388
22 Apr 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4722388 The complaint Mrs M complains about the way Advantage Insurance Company Limited handled a claim made under her home insurance policy. Any reference to Advantage includes the actions of its agents. What happened The circumstances of this complaint are well known to both parties,... (3 pages)View decision
