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 125299 results
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Decision Reference DRN-4947270
16 Oct 2024 St. James's Place Wealth Management Plc UpheldInsuranceDRN-4947270 The complaint Mrs M is unhappy with the service received from St. James’s Place Wealth Management Plc when selling her a life and critical illness policy (‘the policy’). What happened The details of this complaint are well known to both parties, so I won’t repeat them again h... (4 pages)View decision -
Decision Reference DRN-4887135
16 Oct 2024 The Prudential Assurance Company Limited UpheldInvestmentsDRN-4887135 The complaint Mr and Mrs T complain that The Prudential Assurance Company Limited (“Prudential”) didn’t act on their instructions to make a partial withdrawal from their investment plan. They say they needed the money for their son to buy a house and were forced to withdraw ... (3 pages)View decision -
Decision Reference DRN-5085524
16 Oct 2024 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5085524 The complaint Mr G has complained about Hitachi Capital (UK) Plc, now trading as Mitsubishi HC Capital UK Plc’s (‘Mitsubishi’) response to a claim he made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’) and in relation to allegations of an unfair relati... (8 pages)View decision -
Decision Reference DRN-4058554
16 Oct 2024 Citibank UK Limited UpheldInvestmentsDRN-4058554 The complaint Mr K and Mr K1 complain about Citibank UK Limited. They’re unhappy with advice they received to invest in two structured notes as they think they were exposed to an unsuitable level of risk. What happened Mr K and Mr K1 held an advisory portfolio with Citi. The... (9 pages)View decision -
Decision Reference DRN-4858197
16 Oct 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4858197 The complaint Mr C complains about a used car he acquired through a hire purchase agreement with BMW Financial Services (GB) Limited (BMWFS). He is unhappy that the car broke down and needed significant repairs. And that BMWFS did not accept his request to reject the car. Wh... (4 pages)View decision -
Decision Reference DRN-4829709
16 Oct 2024 Startline Motor Finance Limited UpheldConsumer CreditDRN-4829709 The complaint Mr S complains about the quality of a car he has been financing through an agreement with STARTLINE MOTOR FINANCE LIMITED (Startline). What happened Mr S took receipt of a used car in September 2023. He financed the deal through a hire purchase agreement with S... (3 pages)View decision -
Decision Reference DRN-5048179
16 Oct 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5048179 The complaint Mr W complains on behalf of Mr S about the service received from Santander UK Plc (“Santander”) when due to its own error it wrongly applied restrictions to Mr S’s accounts resulting in Mr S’s direct debits being declined including one for his care home fees. W... (4 pages)View decision -
Decision Reference DRN-5084824
16 Oct 2024 Phoenix Life Limited UpheldInsuranceDRN-5084824 The complaint Mrs L complains about the way Phoenix Life Limited trading as Sun Life has administered a whole of life insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I think are the key ... (3 pages)View decision -
Decision Reference DRN-4983573
16 Oct 2024 Nationwide Building Society UpheldMortgagesDRN-4983573 The complaint Mr B complains that Nationwide Building Society unfairly declined his application for further borrowing. What happened Mr B holds a mortgage with Nationwide which he took in 2018. On 19 February 2024, Mr B applied for additional borrowing for home improvements.... (3 pages)View decision -
Decision Reference DRN-4983348
16 Oct 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4983348 The complaint X complains on behalf himself and T a limited company about the service received from Barclays Bank UK PLC (“Barclays”) when it placed blocks on his and T’s accounts following what it deemed to be suspicious activity. X is seeking £2,000 compensation to cover t... (3 pages)View decision
