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-4558046
20 Feb 2024 ReAssure Limited Not upheldPensions and AnnuitiesDRN-4558046 The complaint Mr W has complained about a transfer of his HSBC group personal pension to an occupational scheme in 2013. Mr W’s occupational scheme was used to invest in a loan note that now appears to have little value. ReAssure Limited has accepted responsibility for dealing ... (16 pages)View decision -
Decision Reference DRN-4623536
20 Feb 2024 Vacation Finance Limited Not upheldConsumer CreditDRN-4623536 The complaint Mr and Mrs F complain that Vacation Finance Limited (“VFL”) - didn’t provide a fair and reasonable response to their claim under sections 75 and 140A of the Consumer Credit Act 1974 (“the CCA”) in relation to a timeshare product financed by a loan they provided. W... (7 pages)View decision -
Decision Reference DRN-4398107
20 Feb 2024 Vacation Finance Limited Not upheldConsumer CreditDRN-4398107 The complaint Mr and Mrs L complain that Vacation Finance Limited won’t refund to them the money that they paid for some holiday club membership credits. They’re being represented in their complaint by a claims management company. What happened Mr and Mrs L had made nine purcha... (6 pages)View decision -
Decision Reference DRN-4607973
20 Feb 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4607973 The complaint The trustees of a trust I’ll refer to as E complain about the service that they received from National Westminster Bank Plc. In particular, they complain that it took an unreasonable amount of time to release E’s funds and didn’t return E’s trust deed. The trust w... (3 pages)View decision -
Decision Reference DRN-4623627
20 Feb 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4623627 The complaint Mr G complains that Bank of Scotland plc trading as Halifax (Halifax) won’t refund money he lost. What happened What Mr G says: Mr G went onto an adult website and was speaking to a woman he thought was of legal age. She then told him she was actually underage. M... (3 pages)View decision -
Decision Reference DRN-4325415
20 Feb 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4325415 The complaint Mr R is a sole trader, trading as G. He complains that Lloyds Bank Plc has failed to provide him with a facility letter, with the result that he cannot refinance elsewhere. What happened G’s representatives told us: G accepts that it owes money to Lloyds, and it ... (3 pages)View decision -
Decision Reference DRN-4633736
20 Feb 2024 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4633736 The complaint Mrs M complains Santander Consumer (UK) Plc trading as Volvo Car Financial Services (SCUK) supplied her with a car that she believes wasn’t of satisfactory quality at supply. What happened In January 2021, Mrs M entered into a 48 month hire agreement for a new car... (5 pages)View decision -
Decision Reference DRN-4632123
20 Feb 2024 Vacation Finance Limited Not upheldConsumer CreditDRN-4632123 The complaint Mr B and Ms K complain that Vacation Finance Limited (“VFL”) didn’t provide a fair and reasonable response to their claim under sections 75 and 140A of the Consumer Credit Act 1974 (“the CCA”) in relation to a timeshare product financed by a loan they provided. Wh... (9 pages)View decision -
Decision Reference DRN-4633672
20 Feb 2024 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-4633672 The complaint Ms C complains that Clydesdale Financial Services Limited, trading as Barclays Partner Finance (“BPF”) irresponsibly gave her a fixed sum loan she couldn’t afford to repay. What happened On 30 September 2019, Ms C entered into a fixed sum loan agreement with BPF f... (3 pages)View decision -
Decision Reference DRN-4571847
20 Feb 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4571847 The complaint A company which I’ll refer to as O, complains that AXA Insurance UK Plc (AXA) caused unreasonable delays when repairing its vehicle, which resulted in a consequential loss to its business. What happened O took out a Goods Carrying Vehicle Insurance policy with AXA... (3 pages)View decision
