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 119791 results
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Decision Reference DRN-4437129
3 Nov 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4437129 The complaint Ms E complains Bank of Scotland Plc, trading as Halifax, closed her current account and reported her overdraft despite her suffering from severe vulnerabilities. To keep things simple, I will mostly refer to “Halifax” in my decision. To put things right Ms E wants... (4 pages)View decision -
Decision Reference DRN-4410430
3 Nov 2023 Curtis Banks Limited UpheldPensions and AnnuitiesDRN-4410430 The complaint Ms A complains about the fees she was charged by Curtis Banks Limited (‘CBL’) in relation to her Self Invested Personal Pension (‘SIPP’). She considers that because the transfer to CBL from another SIPP provider was done without her consent, it shouldn’t be allowe... (6 pages)View decision -
Decision Reference DRN-4171318
3 Nov 2023 Revolut Ltd UpheldBanking and PaymentsDRN-4171318 The complaint Miss G is unhappy Revolut Ltd won’t refund money she lost as a result of a scam. What happened Miss G came across an advert on a popular social media platform. It suggested she could make money by trading cryptocurrency. She left her contact details and was contac... (3 pages)View decision -
Decision Reference DRN-4109262
3 Nov 2023 British Gas Insurance Limited UpheldInsuranceDRN-4109262 The complaint Mr L complains about British Gas Insurance Limited (“British Gas”) for failures in the service provided between November 2021 and November 2022. He wants British Gas to compensate him for the trouble and upset he and his family suffered. What happened Mr L held bo... (2 pages)View decision -
Decision Reference DRN-4436066
3 Nov 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4436066 The complaint Mr C has complained that Barclays Bank UK PLC failed in its duty to support him as a vulnerable consumer when his compulsive spending problem resulted in him losing his life savings and amassing huge debt Background Mr C is a lifelong customer of Barclays. He has ... (4 pages)View decision -
Decision Reference DRN-4263747
3 Nov 2023 Billing Finance Limited UpheldConsumer CreditDRN-4263747 The complaint Mr C complains that a car acquired with finance from Billing Finance Ltd (“BF”) wasn’t of satisfactory quality. What happened In October 2022 Mr C was supplied with a car and entered into a hire purchase agreement with BF. At the point of supply the car was around... (3 pages)View decision -
Decision Reference DRN-3989575
3 Nov 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3989575 The complaint Mr M complains Options UK Personal Pensions LLP (‘Options’ - formerly Carey Pensions UK LLP) shouldn’t have accepted a transfer of his defined benefits occupational pension scheme into a self-invested personal pension (‘SIPP’) via an introduction made by Caledonia... (42 pages)View decision -
Decision Reference DRN-4423316
3 Nov 2023 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4423316 The complaint Mr and Mrs C have complained about the handling of a home emergency and buildings insurance claim under their home insurance policy with Liverpool Victoria Insurance Company Limited (“LV”). What happened On 22 November 2022, Mr and Mrs C returned from holiday to f... (11 pages)View decision -
Decision Reference DRN-4436496
3 Nov 2023 Shawbrook Bank Limited UpheldConsumer CreditDRN-4436496 The complaint Mr W has complained that Shawbrook Bank Limited (“Shawbrook”) rejected his claim against it under section 75 of the Consumer Credit Act 1974. What happened Mr W bought a solar panel system (“the system”) for his home in 2016. The purchase was funded by a loan from... (8 pages)View decision -
Decision Reference DRN-4377651
3 Nov 2023 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4377651 The complaint Mr R complains that Tesco Personal Finance PLC trading as Tesco Bank re-debited the amount it had refunded him in response to his chargeback claim. What happened Mr R travelled abroad in August 2022. Before travelling he paid to hire a car and bought premium insur... (3 pages)View decision
