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 128312 results
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Decision Reference DRN-4831262
10 Jul 2024 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-4831262 The complaint Mr S complains about problems he experienced when trying to purchase an item using a promotional discount from Shop Direct Finance Company Limited, trading as Littlewoods (who I’ll call Shop Direct). What happened In January 2023 Mr S tried to order an item from S... (2 pages)View decision -
Decision Reference DRN-4660525
10 Jul 2024 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4660525 The complaint Miss B is unhappy that a car supplied to her under a conditional sale agreement with Santander Consumer (UK) Plc trading as Santander Consumer Finance was of an unsatisfactory quality. What happened In October 2022, Miss B was supplied with a used car through a co... (3 pages)View decision -
Decision Reference DRN-4788292
10 Jul 2024 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-4788292 The complaint Mr S complains that Scottish Widows Limited didn’t inform him about an additional voluntary contribution (AVC) policy he had with it in a clear, timely and fair way. He says this led to an annuity being automatically purchased on his behalf by Scottish Widows when... (3 pages)View decision -
Decision Reference DRN-4888472
10 Jul 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4888472 The complaint Mr O complains that Barclays Bank UK PLC didn’t treat him fairly when he experienced financial difficulties with his mortgage, including issuing proceedings to repossess the property. What happened Mr O has a mortgage with Barclays, taken out in 2014. He borrowed ... (5 pages)View decision -
Decision Reference DRN-4835609
10 Jul 2024 Utmost Life and Pensions Limited UpheldPensions and AnnuitiesDRN-4835609 The complaint Mr H complains about the advice given by Utmost Life and Pensions Limited (Utmost) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension. He says the advice was unsuitable for him and believes this has caused a ... (4 pages)View decision -
Decision Reference DRN-4898924
10 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4898924 The complaint Mr Z complains that Monzo Bank Ltd hasn’t refunded him after he fell victim to a concert ticket scam. What happened Mr Z was looking for resale tickets to a Taylor Swift concert as he’d been unable to find any available through direct channels. He found someone ad... (4 pages)View decision -
Decision Reference DRN-4832420
10 Jul 2024 Specialist Motor Finance Limited UpheldConsumer CreditDRN-4832420 The complaint Miss D, who is represented by a third party, complains that Specialist Motor Finance Limited (“SMFL”) irresponsibly granted her a hire purchase agreement she couldn’t afford to repay. What happened In April 2018, Miss D acquired a used car financed by way of a hir... (4 pages)View decision -
Decision Reference DRN-4886830
10 Jul 2024 One Insurance Limited UpheldInsuranceDRN-4886830 The complaint Mr S complains One Insurance Limited (One Insurance) unfairly declined to provide a hire car after he made a claim on his motor insurance policy One Insurance are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions of the ... (3 pages)View decision -
Decision Reference DRN-4853753
10 Jul 2024 Inclusive Finance Limited UpheldConsumer CreditDRN-4853753 The complaint Miss M complains Inclusive Finance Limited, trading as Creditspring, lent to her irresponsibly. What happened Miss M entered into three credit agreements with Creditspring. They worked on a membership basis, so each month Miss M paid a fee which gave her access to... (3 pages)View decision -
Decision Reference DRN-4899998
10 Jul 2024 Openwork Limited UpheldMortgagesDRN-4899998 The complaint This complaint is about a mortgage Mr B and Ms S took out in 2023 on the advice and recommendation of a mortgage broker firm that is part of Openwork Limited trading as The Openwork Partnership (TOP). The essence of the complaint is that TOP agreed a change of rat... (8 pages)View decision