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 125363 results
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Decision Reference DRN-4763056
26 Apr 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4763056 The complaint Mr and Mrs M complain that Barclays Bank UK PLC recorded a mortgage default on Mr M’s credit file in January 2020. They’d like it to be removed. What happened Mr and Mrs M had a mortgage with Barclays. They entered individual voluntary arrangements (IVA) in mid-20... (4 pages)View decision -
Decision Reference DRN-4760510
26 Apr 2024 London and Country Mortgages Ltd UpheldMortgagesDRN-4760510 The complaint Mr M complains about poor service and delays when he took mortgage advice from London and Country Mortgages Ltd. He says he missed out on a lower interest rate product as a result. What happened Mr M’s interest rate product was due to expire on 30 September 2023. ... (3 pages)View decision -
Decision Reference DRN-4548504
26 Apr 2024 Tailored Retirement & Investment Planning Limited UpheldInvestmentsDRN-4548504 The complaint Mr W says it was unfair that Tailored Retirement & Investment Planning Limited trading as TRIP (TRIP) insisted that his wife moved her ISA investment to its control and when they didn’t agree to this TRIP said it could no longer act as their adviser. He says t... (10 pages)View decision -
Decision Reference DRN-4759802
26 Apr 2024 Wakam UpheldInsuranceDRN-4759802 The complaint Mrs A complains about Wakam’s handling of her commercial motor insurance policy renewal. All references to Wakam also include its appointed agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Inste... (2 pages)View decision -
Decision Reference DRN-4766195
26 Apr 2024 Secure Trust Bank Plc UpheldConsumer CreditDRN-4766195 The complaint Mr L, who is represented by a third party, complains that Secure Trust Bank Plc, trading as Moneyway (‘Moneyway’), irresponsibly granted him a hire purchase agreement he couldn’t afford to repay. What happened In August 2019, Mr L acquired a used car financed by a... (3 pages)View decision -
Decision Reference DRN-4645683
26 Apr 2024 esure Insurance Limited UpheldInsuranceDRN-4645683 The complaint Mr H has complained about the difference in price Esure Insurance Limited quoted when he asked for information before buying a new car. Mr H held a car insurance policy with Esure for his existing car. What happened Mr H contacted Esure around six months into purc... (3 pages)View decision -
Decision Reference DRN-4766135
26 Apr 2024 Aviva Life & Pensions UK Limited UpheldInsuranceDRN-4766135 The complaint Mrs M and Mrs B have complained – in their capacity as trustees of the Mr T M trust – that Aviva Life & Pensions UK Limited made a series of errors when they made a decision to end the life policy and cash it in. The trustees have been represented in the compl... (3 pages)View decision -
Decision Reference DRN-4734186
26 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4734186 Complaint Mr D is unhappy that Monzo Bank Ltd didn’t reimburse him after he fell victim to a scam. Background In September 2023, Mr D fell victim to a scam. A job opportunity was promoted to him on a social media platform. He was told that he could earn commission by carrying o... (3 pages)View decision -
Decision Reference DRN-4754770
26 Apr 2024 Quidie Limited UpheldConsumer CreditDRN-4754770 The complaint Mr M complains that Quidie Limited trading as Fernovo (“Quidie”) provided him with loans without carrying out sufficient due diligence to make sure the loans were affordable. Mr M also complained about the service he received from Quidie including it not returning... (5 pages)View decision -
Decision Reference DRN-4619849
26 Apr 2024 Capital One (Europe) plc UpheldBanking and PaymentsDRN-4619849 The complaint Mr M says Capital One (Europe) plc mis-handled the administration of his credit card account. What happened Briefly, Mr M said Capital One made several errors on his account from June 2023 onwards. These problems included, but weren’t limited to, being unable to a... (2 pages)View decision
