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 365917 results
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Decision Reference DRN-5040200
25 Sep 2024 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5040200 The complaint Mr B complains that a car he acquired which was financed by a hire purchase agreement with CA AUTO FINANCE UK LTD (“CA Auto”) wasn’t of satisfactory quality. What happened In May 2022, Mr B entered into a hire purchase agreement with CA Auto for a car. The car... (5 pages)View decision -
Decision Reference DRN-5036698
25 Sep 2024 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-5036698 The complaint Mr W complains that St. James’s Place Wealth Management Plc trading as St. James's Place (“SJP”) has charged him ongoing advice charge (“OACs”) despite not receiving annual reviews. Mr W is being represented by a claims management company, however, for ea... (6 pages)View decision -
Decision Reference DRN-4951862
25 Sep 2024 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-4951862 The complaint Mr H is unhappy with The Co-operative Bank UK Plc’s (“Co-op”) conduct when requesting information regarding his account. What happened On 7 March 2024 Co-op carried out a review of Mr H’s account. It wrote to him to ask him for some further information relatin... (4 pages)View decision -
Decision Reference DRN-4977466
25 Sep 2024 U K Insurance Limited UpheldInsuranceDRN-4977466 The complaint Mr S complains about the service he received from UK Insurance Limited trading as Direct Line Insurance (‘UKI’) when he made a claim under his car insurance policy. What happened Mr S held car insurance through UKI. The policy booklet explained in the event of... (3 pages)View decision -
Decision Reference DRN-5011546
25 Sep 2024 British Gas Insurance Limited UpheldInsuranceDRN-5011546 The complaint Mr S has complained about the way in which British Gas Insurance Limited (’British Gas’) dealt with the unblocking of a drain under his home insurance policy. For the avoidance doubt, the term British Gas includes its agents and representatives for the purposes... (5 pages)View decision -
Decision Reference DRN-5041454
25 Sep 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5041454 The complaint Ms C has complained about the way Creation Consumer Finance Ltd (“Creation”) responded to claims she’d made in relation to misrepresentation, breach of contract, and an alleged unfair relationship taking into account section 140A (“s.140A”) of the Consumer Cred... (6 pages)View decision -
Decision Reference DRN-4809661
25 Sep 2024 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-4809661 The complaint Mr M is unhappy that Aviva Life & Pensions UK Limited declined a claim made under his critical illness policy. Although Mr M is being represented in this complaint, I’ve referred to him throughout. What happened Mr M made a claim under the policy which wa... (2 pages)View decision -
Decision Reference DRN-5042213
25 Sep 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5042213 The complaint Mr D complains Bank of Scotland plc trading as Halifax declined an Apple Pay transaction. What happened In February 2024, Mr D attempted an Apple Pay transaction using his credit card, but this was declined. He tried the transaction again via ch... (3 pages)View decision -
Decision Reference DRN-4107573
25 Sep 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4107573 The complaint Mrs L has complained about Creation Consumer Finance Ltd’s (‘Creation’) response to a claim she made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’) and in relation to allegations of an unfair relationship taking in to account Section 140.... (6 pages)View decision -
Decision Reference DRN-4913052
25 Sep 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4913052 The complaint Mr R, via a representative, complains that HSBC UK Bank Plc (“HSBC”) have failed to refund the money he lost as part of a fake job scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. Inst... (3 pages)View decision
