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 128535 results
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Decision Reference DRN-4721172
5 Sep 2024 Openwork Limited UpheldPensions and AnnuitiesDRN-4721172 The complaint Mrs D complains that an Appointed Representative (AR) of Openwork Limited (Openwork) gave her unsuitable advice to transfer her pension in 2019. Openwork is responsible for this complaint, so I’ll only refer to it in my decision. Mrs D is represented in her com... (10 pages)View decision -
Decision Reference DRN-4870520
5 Sep 2024 Marsh Finance Limited UpheldConsumer CreditDRN-4870520 The complaint Mr U complains about the charges Marsh Finance Ltd (“Marsh”) applied when he voluntarily terminated his car finance agreement. He also complains about failed collections and the way Marsh reported to his credit file. What happened Mr U entered into a hire agre... (3 pages)View decision -
Decision Reference DRN-5005001
5 Sep 2024 U K Insurance Limited UpheldInsuranceDRN-5005001 The complaint Mr N complained that his claim for damage (following several storms) was unfairly declined by U K Insurance Limited (“UKI”) under his home insurance policy. What happened After a prolonged period of bad weather, where several different storms were recorded, Mr ... (4 pages)View decision -
Decision Reference DRN-4735668
5 Sep 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4735668 The complaint Mr M complains that when his debit card was swallowed by an ATM, HSBC UK Bank Plc didn’t tell him his direct debit had been cancelled. He said this should have been explained and restored and his debt should not have been referred to a collection agency. What ... (4 pages)View decision -
Decision Reference DRN-5004832
5 Sep 2024 Novia Global Limited UpheldPensions and AnnuitiesDRN-5004832 The complaint Mr P complains, with the help of a representative, that Novia Global Limited (‘Novia’) failed to undertake sufficient due diligence before accepting his self-invested personal pension (‘SIPP’) application and executing his subsequent investment instructions. W... (26 pages)View decision -
Decision Reference DRN-4986048
5 Sep 2024 Bank of Scotland Plc UpheldMortgagesDRN-4986048 The complaint Mr M complains that Bank of Scotland plc trading as Halifax told him that if he could provide a memorandum of sale, it would cancel his eviction. But when he provided that information, Halifax went ahead with the eviction anyway. What happened Mr M had a mortga... (3 pages)View decision -
Decision Reference DRN-4994049
5 Sep 2024 Bank of Scotland Plc UpheldMortgagesDRN-4994049 The complaint Mr B complains that he was given incorrect and unclear information by Bank of Scotland plc (trading as Halifax) about a fixed interest rate product. Mr B says he was not given clear information about the deadline to withdraw from the product without paying an e... (5 pages)View decision -
Decision Reference DRN-4431749
5 Sep 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4431749 The complaint Mr W complains that Barclays Bank UK Plc (“Barclays”) closed his accounts without notice and that it was unable to provide him sufficient information when he contacted it about this. What happened On 13 May 2023 Mr W discovered there were restrictions in place... (7 pages)View decision -
Decision Reference DRN-5004595
5 Sep 2024 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5004595 The complaint Mr J complains that Reds Sands Insurance Company (Europe) Limited (Red Sands) has unfairly turned down part of his claim on his pet insurance policy because it exceeds the policy limit. What happened During a routine appointment, Mr J’s vet found his dog had a... (4 pages)View decision -
Decision Reference DRN-4825022
5 Sep 2024 Zopa Bank Limited UpheldConsumer CreditDRN-4825022 The complaint Mr R complains that Zopa Bank Limited (Zopa) defaulted his loan. What happened Mr R took a personal loan for £6,000 from Zopa. It was drawn down in June 2023 and repayments were £317 per month – 24 payments were due to be made. The first three payments were mad... (4 pages)View decision