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 119923 results
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Decision Reference DRN-4455847
21 Nov 2023 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4455847 The complaint Mr A is complaining about BMW Financial Services (GB) Limited trading as Alphera Financial Services (Alphera). He says they were irresponsible in lending to him as the repayments were unaffordable. A representative has raised Mr A’s complaint on his behalf but for... (3 pages)View decision -
Decision Reference DRN-4220069
21 Nov 2023 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-4220069 The complaint Ms T has complained that Aviva Life and Pensions UK Limited took too long to send her paperwork so that she could complete a withdrawal from her pension plan. What happened The background to this complaint and my initial conclusions were set out in my provisional ... (7 pages)View decision -
Decision Reference DRN-4467518
21 Nov 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4467518 The complaint Mr R is unhappy about several aspects of the service he received from Clydesdale Bank Plc, trading as Virgin Money, surrounding his request to switch his accounts to another provider. What happened Mr R instructed a current account switch from his Virgin to anothe... (4 pages)View decision -
Decision Reference DRN-4149545
21 Nov 2023 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-4149545 The complaint Mr G complains that Sainsbury’s Bank Plc (“Sainsburys”) won’t refund transactions totalling £314.06 which he says he didn’t authorise. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary... (2 pages)View decision -
Decision Reference DRN-4378975
21 Nov 2023 U K Insurance Limited UpheldInsuranceDRN-4378975 The complaint Mr H complains UK Insurance Limited trading as direct line (UKI) incorrectly recorded a debt against his credit file after he cancelled his motor insurance policy. He said this caused him stress and inconvenience, and affected him when applying for finance. What h... (2 pages)View decision -
Decision Reference DRN-4055481
21 Nov 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4055481 The complaint Mr C complains Barclays Bank UK PLC (“Barclays”) restricted and closed his account without sufficient warning nor explanation. Mr C also complains about poor customer service, communication and the handling of his complaint. Mr C says Barclays’ actions have caused... (6 pages)View decision -
Decision Reference DRN-4463403
21 Nov 2023 Starling Bank Limited UpheldBanking and PaymentsDRN-4463403 The complaint A limited company, which I’ll refer to as ‘V’, is unhappy with several aspects of the service it received from Starling Bank Limited surrounding its Bounce Back Loan (“BBL”). V’s complaint is brought to this service by its director, whom I’ll refer to as ‘Mr D’. W... (4 pages)View decision -
Decision Reference DRN-4454645
21 Nov 2023 Loans 2 Go Limited UpheldConsumer CreditDRN-4454645 Complaint Miss W has complained about a loan Loans 2 Go Limited (“L2G”) provided to her. She says the loan was unaffordable as she had serious gambling issues and if L2G had carried out proportionate checks it would have seen this. Background L2G provided Miss W with a loan for... (3 pages)View decision -
Decision Reference DRN-4314435
21 Nov 2023 TSB Bank plc UpheldBanking and PaymentsDRN-4314435 The complaint Mrs F complains that TSB Bank have been sending text messages to her ex-husband which contained sensitive information such as her account balance. What happened Mrs F says that she found out on 27 February 2023, that since at least 14 December 2022 TSB had been se... (3 pages)View decision -
Decision Reference DRN-4338866
21 Nov 2023 Merlin Financial Services Limited UpheldPensions and AnnuitiesDRN-4338866 The complaint Mr G complains about the advice given by Merlin Financial Services Limited (‘Merlin’) to transfer the benefits from a defined-benefit (‘DB’) occupational pension, the British Steel Pension Scheme (‘BSPS’), to a personal pension. He says the advice was unsuitable f... (8 pages)View decision
