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 364422 results
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Decision Reference DRN-4587477
16 Feb 2024 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-4587477 Complaint Mr H complains that Specialist Motor Finance Limited (“SMF”) unfairly entered into a hire- purchase agreement with him. He’s said that the agreement was unaffordable. Background In August 2019, SMF provided Mr H with finance for a used car. The cash price of the vehic... (3 pages)View decision -
Decision Reference DRN-4595714
16 Feb 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4595714 Complaint Mrs C has complained about a credit card Capital One (Europe) plc (“Capital One”) provided to her. She says the credit card was irresponsibly provided to her as it was unaffordable. Background Capital One provided Mrs C with a credit card with an initial limit of £200... (2 pages)View decision -
Decision Reference DRN-4587271
15 Feb 2024 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-4587271 The complaint Mr K complains that Phoenix Life Limited unnecessarily delayed processing his request to take the benefits from his pension. He went on to say that he is unhappy that his pension fund has dropped in value and feels that Phoenix sought unnecessary information from ... (5 pages)View decision -
Decision Reference DRN-4592800
15 Feb 2024 Bank of Scotland Plc Not upheldInvestmentsDRN-4592800 The complaint Ms R complains Bank of Scotland plc, trading as Halifax, (“Halifax”) is at fault for delaying the closure of her ISA, causing her financial losses as well as inconvenience. What happened Ms R has explained the ISA was converted from a policy she’d taken out more t... (6 pages)View decision -
Decision Reference DRN-4624421
15 Feb 2024 ReAssure Life Limited UpheldPensions and AnnuitiesDRN-4624421 The complaint Mr S complains that ReAssure Life Limited has shown no understanding of how to administer his Section-32 buyout policy (S32 policy). Its errors include incorrect calculations and out of date values for the tax-free cash he’s entitled to, preventing him from access... (10 pages)View decision -
Decision Reference DRN-4625686
15 Feb 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4625686 The complaint The estate of Mrs E is unhappy with Barclays Bank UK PLC. Barclays had been asked by the estate to pay any bills from the late Mrs E’s bank account. But it didn’t pay the funeral bill. As the dispute has been handled by Mrs R I will refer to her throughout the dec... (3 pages)View decision -
Decision Reference DRN-4600698
15 Feb 2024 Creation Financial Services Limited UpheldConsumer CreditDRN-4600698 The complaint Mr C complains about a car he acquired under a hire purchase agreement with Creation Financial Services Limited (“Creation”). What happened In January 2022, Mr C entered into a regulated hire purchase agreement (“the agreement”) with Creation to acquire a used car... (2 pages)View decision -
Decision Reference DRN-4438998
15 Feb 2024 Curve UK Limited Not upheldBanking and PaymentsDRN-4438998 The complaint Mr S has complained about the way Curve UK Limited dealt with a claim for money back in relation to a purchase he’d made using his debit card. What happened The circumstances of the complaint are well known to the parties, so I won’t go over everything again in de... (3 pages)View decision -
Decision Reference DRN-4326666
15 Feb 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4326666 The complaint Mr L complains about HSBC UK Bank Plc. He says that HSBC didn’t do enough to protect him when he became the victim of a scam and would like HSBC to refund him the money he has lost. What happened In September 2020, Mr L was contacted by phone by an individual offe... (3 pages)View decision -
Decision Reference DRN-4597230
15 Feb 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-4597230 The complaint Mr S complains Vanquis Bank Limited has failed to respond fairly to a claim he brought under section 75 of the Consumer Credit Act 1974 (“CCA”). What happened I won’t go into great detail about the background to this complaint as it is well-known by now to all par... (3 pages)View decision
