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 120799 results
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Decision Reference DRN-4748168
3 Jun 2024 Topaz Finance Limited UpheldMortgagesDRN-4748168 The complaint Mr H complains that when his mortgage was transferred to Topaz Finance Limited trading as Hessonite Mortgages, the direct debit was cancelled by Hessonite. But when he complained about this, he said Hessonite denied this, and handled his complaint unprofessionally... (2 pages)View decision -
Decision Reference DRN-4818831
3 Jun 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4818831 The complaint Mrs B and Mr B complain Barclays Bank PLC caused them distress and inconvenience by incorrectly closing their accounts, for which they should be compensated. What happened The facts leading to the closure of Mrs B and Mr B’s accounts are well known to both parties... (3 pages)View decision -
Decision Reference DRN-4830715
3 Jun 2024 Specialist Motor Finance Limited UpheldConsumer CreditDRN-4830715 The complaint Ms T complains that Specialist Motor Finance Limited (SMFL) approved a Hire Purchase agreement for her without completing sufficient affordability checks. What happened In October 2019, Ms T acquired a used car financed through an agreement with SMFL. The cash pri... (6 pages)View decision -
Decision Reference DRN-4830645
3 Jun 2024 First Response Finance Ltd UpheldConsumer CreditDRN-4830645 The complaint Mr W is complaining about First Response Finance Ltd. He says they acted irresponsibly in lending to him because of his credit history and complains that this created an unfair relationship. Mr W’s complaint has been brought to us by a representative but for ease ... (5 pages)View decision -
Decision Reference DRN-4803624
3 Jun 2024 Barclays Insurance Services Company Limited UpheldInsuranceDRN-4803624 The complaint Mr and Mrs K say Barclays Insurance Services Company Limited mis-sold them insurance policies covering properties they rented out. Although the policies are in joint names the complaint has been brought by Mr K so for ease I’ll generally refer to him in this decis... (3 pages)View decision -
Decision Reference DRN-4817680
3 Jun 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4817680 The complaint Mr B complains Barclays Bank UK PLC caused him financial loss and distress and inconvenience by incorrectly closing his business account. What happened The facts that led to Mr B’s complaint are well known to both parties, so I am not going to detail everything wh... (4 pages)View decision -
Decision Reference DRN-3535166
3 Jun 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3535166 The complaint Miss B complains that in 2012, Options UK Personal Pensions LLP (‘Options’, trading as Carey Pensions UK LLP at the relevant time) didn’t carry out adequate due diligence when it accepted her Self-Invested Personal Pension (‘SIPP’) application and allowed her to i... (53 pages)View decision -
Decision Reference DRN-4794326
3 Jun 2024 esure Insurance Limited UpheldInsuranceDRN-4794326 The complaint Mr I and Ms F complain about delays caused by esure Insurance Limited (esure) during its handling of their subsidence claim. Any reference to esure in this final decision includes its respective agents unless specified otherwise. What happened The background of th... (3 pages)View decision -
Decision Reference DRN-4830376
3 Jun 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4830376 The complaint Mr S complains Santander UK PLC failed to set up a new Individual Savings Account (ISA) and transfer funds from a third party bank into it after he visited a branch. What happened I sent the parties a provisional decision in May 2024, in which I set out the follow... (5 pages)View decision -
Decision Reference DRN-4825829
3 Jun 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4825829 The complaint Mr Q has complained about the amount Admiral Insurance (Gibraltar) Limited has paid in settlement of his claim under his car insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts ... (2 pages)View decision
