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 347829 results
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Decision Reference DRN-4595232
26 Sep 2024 Close Brothers Limited Not upheldConsumer CreditDRN-4595232 The complaint Mr G is unhappy that a car supplied to him under a conditional sale agreement with Close Brothers Limited trading as Close Brothers Motor Finance (Close Brothers) was of an unsatisfactory quality. What happened In March 2023 Mr G was supplied with a used car th... (3 pages)View decision -
Decision Reference DRN-4950414
26 Sep 2024 esure Insurance Limited UpheldInsuranceDRN-4950414 The complaint Mr H complains esure Insurance Limited (esure) made it difficult for him to cancel his motor insurance policy prior to its renewal date and it attempted to take a payment after the policy had been cancelled. What happened Mr H held a motor insurance policy wit... (2 pages)View decision -
Decision Reference DRN-5045635
26 Sep 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-5045635 The complaint Ms C is unhappy that Wise Payments Limited, trading as Wise, caused a transfer she wanted to make to fail, and with the service she received from Wise surrounding this. What happened Ms C attempted to make a large transfer to Wise using the transfer details she... (3 pages)View decision -
Decision Reference DRN-4679124
26 Sep 2024 Fluro Platform Limited UpheldConsumer CreditDRN-4679124 The complaint Mrs B has complained Fluro Platform Limited, trading as Fluro, is asking her to repay a personal loan she didn’t take out. What happened In January 2023, Mrs B fell for a scam supposedly supported by a well-known influencer. This was to enable her to get additi... (4 pages)View decision -
Decision Reference DRN-4652548
26 Sep 2024 Metro Bank PLC UpheldConsumer CreditDRN-4652548 The complaint Mrs B has complained Metro Bank PLC, trading as RateSetter, is asking her to repay a personal loan she didn’t take out. What happened In January 2023, Mrs B fell for a scam supposedly supported by a well-known influencer. This was to enable her to get additiona... (4 pages)View decision -
Decision Reference DRN-4652554
26 Sep 2024 Admiral Financial Services Limited UpheldConsumer CreditDRN-4652554 The complaint Mrs B has complained Admiral Financial Services Limited, trading as Admiral Money, is asking her to repay a personal loan she didn’t take out. What happened In January 2023, Mrs B fell for a scam supposedly supported by a well-known influencer. This was to enab... (4 pages)View decision -
Decision Reference DRN-4843546
26 Sep 2024 Zopa Bank Limited UpheldBanking and PaymentsDRN-4843546 The complaint Mr P complains Zopa Bank Limited (“Zopa”) won’t allow him access to the fixed term saving account he holds with them. What happened Mr P opened a five year fixed term savings account with Zopa in June 2021. The term is due to end on 4 June 2026. In early 2024 M... (3 pages)View decision -
Decision Reference DRN-4351615
26 Sep 2024 Novia Financial Plc UpheldPensions and AnnuitiesDRN-4351615 The complaint Mr C complains that Novia Financial Plc (“Novia”) failed in its duty by not completing sufficient due diligence when his Self-Invested Personal Pension (SIPP) was established and his pension monies were invested. He says this ha... (34 pages)View decision -
Decision Reference DRN-4878725
26 Sep 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4878725 The complaint Ms P and Mr S complain that HSBC UK Bank Plc (“HSBC”) failed to properly administer their account after a scam. What happened Ms P was the main person affected by the issue complained about, so I’ll generally refer to her for ease of reading. Ms P explained th... (4 pages)View decision -
Decision Reference DRN-5016882
26 Sep 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-5016882 The complaint Miss H has complained that Wise Payments Limited (“Wise”) failed to protect her from losing money as a result of a scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it here. But I’ll summarise the k... (3 pages)View decision
