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 356389 results
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Decision Reference DRN-4527920
9 May 2024 Go Car Credit Limited Not upheldConsumer CreditDRN-4527920 The complaint Miss R complains that Go Car Credit Limited (“GCC”) lent to her irresponsibly. What happened GCC entered into a hire purchase agreement with Miss R in November 2021 for the purchase of a car. The cash price of the car was £13,850 and Miss R paid a deposit of £250.... (3 pages)View decision -
Decision Reference DRN-4615838
9 May 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4615838 The complaint Mr A complains that Nationwide Building Society required him to list his Nationality as “British” when he believes he should be given the option of putting “English” or not giving an answer. What happened When updating his data for telephone banking, Mr A was requ... (2 pages)View decision -
Decision Reference DRN-4673869
9 May 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4673869 The complaint Mr W is unhappy that Nationwide Building Society registered a Cifas marker against his name. Cifas is the UK’s fraud prevention agency. Mr W is also unhappy that Nationwide won’t disclose certain information to him. He wants the marker removed. What happened The b... (3 pages)View decision -
Decision Reference DRN-4728322
9 May 2024 Liverpool Victoria Financial Services Limited Not upheldInvestmentsDRN-4728322 The complaint Mrs P and Mr P complain that Liverpool Victoria Financial Services Limited applied incorrect charges to their Smoothed Managed Investment Bond. What happened Mrs P and Mr P invested into a Smoother Managed Bond with LV in September 2021 after receiving advice from... (2 pages)View decision -
Decision Reference DRN-4788835
9 May 2024 First Response Finance Ltd UpheldConsumer CreditDRN-4788835 The complaint Miss H complains that First Response Finance Ltd (FRFL) irresponsibly entered into a hire purchase agreement with her. She says she was struggling financially at the time. What happened In April 2020 FRFL provided Miss H with finance to purchase a used car. The ca... (5 pages)View decision -
Decision Reference DRN-4763217
9 May 2024 Chetwood Financial Limited UpheldConsumer CreditDRN-4763217 The complaint Mr M complains that Chetwood Financial Limited trading as BetterBorrow lent irresponsibly when it approved his loan application. What happened In December 2021 Mr M applied for a £12,000 loan with BetterBorrow. In his application, Mr M said he was a homeowner with... (4 pages)View decision -
Decision Reference DRN-4504036
9 May 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4504036 The complaint Ms E complains that HSBC UK Bank Plc hasn’t considered her dispute with a merchant about a stairlift fairly. What happened In December 2021 Ms E used her HSBC credit card across two transactions to pay for a stairlift costing £4790 ... (4 pages)View decision -
Decision Reference DRN-4714239
9 May 2024 Freetrade Limited Not upheldInvestmentsDRN-4714239 The complaint Miss C complains about Freetrade Limited (‘Freetrade’). She says that she placed an order to sell some shares she owned but when Freetrade acted on this instruction the value of the shares had fallen significantly. What happened Miss C owned some shares and she pl... (3 pages)View decision -
Decision Reference DRN-4788619
9 May 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4788619 The complaint Mr H complains a representative of Nationwide Building Society incorrectly advised him he would be eligible for a government bonus of £3,000 through his Help to Buy Individual Savings Account (HTB ISA). What happened I sent the parties a provisional decision in Ma... (5 pages)View decision -
Decision Reference DRN-4707815
9 May 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4707815 The complaint Mr O complains about Aviva Insurance Limited (Aviva) refusing to reimburse travel and accommodation costs to attend his property in relation to a claim he was making under his property owner’s insurance policy. Reference to Aviva in this decision includes their ag... (3 pages)View decision
