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 357004 results
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Decision Reference DRN-4811272
22 May 2024 Black Horse Limited UpheldConsumer CreditDRN-4811272 The complaint Mr R complains about the quality of a used car that was supplied through a hire purchase agreement with Black Horse Limited (BHL). Mr R is also unhappy with the level of service he received from them. What happened In November 2023, Mr R acquired a used car throug... (5 pages)View decision -
Decision Reference DRN-4412593
22 May 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4412593 The complaint Mrs A is unhappy that Barclays Bank UK PLC won’t refund money she lost from a scam. What happened Mrs A explained she was contacted by someone claiming to be from Amazon’s fraud team. They told her someone tried to buy a phone using her account, which correlated w... (2 pages)View decision -
Decision Reference DRN-4809407
22 May 2024 First Central Underwriting Limited UpheldInsuranceDRN-4809407 The complaint Mrs R complains about how First Central Underwriting Limited handled a claim made on her motor insurance policy and that it declined it. She wants substantial compensation for her trouble and upset and for the claim to be paid, with interest. What happened Mrs R l... (5 pages)View decision -
Decision Reference DRN-4640045
22 May 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4640045 The complaint A company, which I’ll refer to as B, complains that National Westminster Bank Plc transferred its Bounce Back Loan (BBL) to the bank’s recoveries department, despite B applying for a six-month repayment holiday via the Pay As You Grow (PAYG) scheme. B is also unha... (3 pages)View decision -
Decision Reference DRN-4732018
22 May 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4732018 The complaint Mrs H has complained that HSBC UK Bank Plc “First Direct” gave her wrong information about what would happen to money refunded back into her closed account. Mrs H also complained about the verification processes she had to go through when calling First Direct abou... (3 pages)View decision -
Decision Reference DRN-4785080
22 May 2024 Madison CF UK Limited Not upheldConsumer CreditDRN-4785080 The complaint Miss G complains Madison CF UK Limited, trading as 118 118 Money, are holding her liable for a loan that she took out as part of a task-based job scam she fell victim to. What happened The background to this complaint is well known to both parties and so I’ll only... (4 pages)View decision -
Decision Reference DRN-4810904
22 May 2024 GATE CAPITAL GROUP LTD Not upheldPensions and AnnuitiesDRN-4810904 The complaint Mr I is represented by his wife. They say an Appointed Representative (‘AR’) of Gate Capital Group (‘Gate’) gave him unsuitable advice in 2016 to transfer his Co-operative Personal Pensions (the ‘Co-op PPs’) to an Intelligent Money (‘IM’) Self-Invested Personal Pe... (11 pages)View decision -
Decision Reference DRN-4549615
22 May 2024 FB Wealth Management Ltd UpheldPensions and AnnuitiesDRN-4549615 The complaint Mr H complains about the outcome of the review carried out by FB Wealth Management Ltd trading as Forrester Boyd Wealth Management (“Forrester Boyd”) in connection with the FCA’s consumer redress scheme for the British Steel Pension Scheme (“BSPS”) – to make my fi... (8 pages)View decision -
Decision Reference DRN-4668342
22 May 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4668342 The complaint Miss F complains about the way AXA Insurance UK Plc handled a claim she made on her car insurance policy. Any reference to AXA in this decision also includes its agents. What happened Miss F’s car was involved in an incident in early 2023 when a named driver on th... (3 pages)View decision -
Decision Reference DRN-4566008
22 May 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4566008 The complaint Mr T complains HSBC UK Bank Plc didn’t do enough to protect him when he fell victim to a job scam. What happened Mr T has an account with HSBC and an account with another business who I’ll refer to as “L” in the rest of this decision. Mr T says he was contacted on... (2 pages)View decision
