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 360264 results
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Decision Reference DRN-5153165
18 Nov 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5153165 The complaint Mrs D and the estate of Mr D’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably under the Consumer Credit Act 1974 (as amended) (the ‘CCA’). What happened Mrs D and Mr D purchased membership of a timeshare (th... (10 pages)View decision -
Decision Reference DRN-5051133
18 Nov 2024 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-5051133 The complaint Mr M complains that an early settlement payment required on a hire purchase agreement provided to him by Toyota Financial Services (UK) PLC (“Toyota FS”) was incorrect. What happened In September 2019, Mr M was supplied with a new car through a hire purchase ag... (3 pages)View decision -
Decision Reference DRN-5122862
18 Nov 2024 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-5122862 The complaint Mr J complains that Scottish Widows Limited made errors when it processed a correction to his pension account causing him to suffer a financial loss. He also complains about the clarity and accuracy of the information Scottish Widows Limited provided to him. Wh... (12 pages)View decision -
Decision Reference DRN-4803439
18 Nov 2024 WorldPay (UK) Limited Not upheldBanking and PaymentsDRN-4803439 The complaint A company, which I’ll refer to as T, complain about poor service that it received from Worldpay (UK) Limited (WorldPay). In particular, in connection with its change of directors in 2022 and its attempt to obtain access to its account. In bringing this complain... (7 pages)View decision -
Decision Reference DRN-5105209
18 Nov 2024 Close Brothers Limited Not upheldConsumer CreditDRN-5105209 The complaint Mr S complains that Close Brothers Limited unfairly closed his credit facility. What happened On 11 January 2023 Mr S entered into a conditional sale agreement for a car. Under the terms of the agreement, he was to pay £416.12 a month for four years. Mr S set u... (2 pages)View decision -
Decision Reference DRN-5153998
18 Nov 2024 AJ Bell Management Limited Not upheldPensions and AnnuitiesDRN-5153998 The complaint Mr S complains that AJ Bell Management Limited (‘AJ Bell’) failed to carry out sufficient due diligence on the investment he made within his Self-Invested Personal Pension (‘SIPP’). Mr S says AJ Bell should’ve refused to permit the investment, and he experience... (15 pages)View decision -
Decision Reference DRN-5112855
18 Nov 2024 Astrenska Insurance Limited Not upheldInsuranceDRN-5112855 The complaint Mr E complains that Astrenska Insurance Limited (“Astrenska”) charged him extra to have his car recovered in a claim under his car breakdown assistance policy. When I mention Astrenska I also mean its recovery contractors. What happened Mr E had a breakdown ass... (3 pages)View decision -
Decision Reference DRN-5139273
18 Nov 2024 Solium Capital UK Limited UpheldInvestmentsDRN-5139273 The complaint Mr W complains that Solium Capital UK Limited gave him misleading information and failed to provide enough support. As a result, he says that he missed out on the opportunity to purchase shares at the agreed option price. What happened Solium Capital is the sch... (4 pages)View decision -
Decision Reference DRN-5154228
18 Nov 2024 BUPA Insurance Limited Not upheldInsuranceDRN-5154228 The complaint Mr S complains about the decision by BUPA Insurance Limited (‘Bupa’) to turn down his private medical insurance claim. What happened Mr S holds private medical insurance cover with Bupa through his employer. He was experiencing anxiety and so had an assessment... (2 pages)View decision -
Decision Reference DRN-4637244
18 Nov 2024 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-4637244 The complaint Mr B complains about the quality of a car supplied to him by Mercedes-Benz Financial Services UK Limited (“MBFS”). What happened Mr B acquired a used car under a 48 month hire purchase agreement with MBFS in December 2022. The car cost £20,222. A deposit of £6,... (4 pages)View decision
