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-4652272
5 Jul 2024 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4652272 The complaint Miss P complains that a car acquired under a conditional sale agreement with Santander Consumer (UK) Plc (Santander) wasn’t of satisfactory quality when it was supplied to her. What happened In February 2023, Miss P acquired a used car from a dealership (D). She p... (4 pages)View decision -
Decision Reference DRN-4717134
5 Jul 2024 Macsen Wealth Management Ltd UpheldPensions and AnnuitiesDRN-4717134 The complaint Mr R has complained that Macsen Wealth Management Ltd (Macsen) has completed a calculation as part of the Financial Conduct Authority’s (FCA) British Steel Pensions Scheme (BSPS) consumer redress scheme and reached the conclusion he isn’t owed any compensation, de... (6 pages)View decision -
Decision Reference DRN-4865478
5 Jul 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4865478 The complaint Mr R complains that proposed compensation is insufficient redress after Barclays Bank UK PLC admitted providing poor service to Mr R as follows: in relation to an account upgrade which resulted in him not being able to use his existing debit card abroad, and whe... (4 pages)View decision -
Decision Reference DRN-4744256
5 Jul 2024 Acorn Insurance & Financial Services Ltd UpheldInsuranceDRN-4744256 The complaint Mr V has complained that the broker Acorn Insurance & Financial Services Ltd failed to explain what was happening to his car insurance policy after the insurer settled a claim as a total loss. Mr V’s father has assisted in this matter. For ease, I’ve referred ... (3 pages)View decision -
Decision Reference DRN-4887295
5 Jul 2024 Madison CF UK Limited UpheldConsumer CreditDRN-4887295 The complaint Mr B says Madison CF UK Limited, trading as 118 118 Money, irresponsibly lent to him. What happened Mr B took out three instalment loans from 118 118 Money and later complained it would have known they were unaffordable had it checked his situation properly. 118 1... (3 pages)View decision -
Decision Reference DRN-4782591
5 Jul 2024 Pi Financial Ltd UpheldPensions and AnnuitiesDRN-4782591 The complaint Mr O complains about the advice given by Pi Financial Ltd (Pi) 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 financial loss. What... (9 pages)View decision -
Decision Reference DRN-4767379
5 Jul 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4767379 The complaint Mr L is unhappy with the service he received from Barclays Bank UK PLC when trying to access their online banking app. What happened Mr L tried to register for Barclays online banking app but received an error code and was unable to access the app. Mr L contacted ... (2 pages)View decision -
Decision Reference DRN-4616266
5 Jul 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4616266 The complaint Mrs W and the estate of Mr W complain that HSBC UK Bank Plc (“HSBC”) didn’t protect them from losing money paid to one of HSBC’s customers as a result of fraud. What happened The background to this complaint is well known to both parties, so I won’t repeat everyth... (5 pages)View decision -
Decision Reference DRN-4891194
5 Jul 2024 Aviva Insurance Limited UpheldInsuranceDRN-4891194 The complaint The Estate of Mr L (Mr L) complains about Aviva Insurance Limited (Aviva), concerning the time taken to repair a mains water leak at his property under his home emergency policy. References to Aviva in this decision include agents who provide services under the po... (4 pages)View decision -
Decision Reference DRN-4892234
5 Jul 2024 Capital One (Europe) plc UpheldBanking and PaymentsDRN-4892234 The complaint Mr C complains that Capital One (Europe) plc provided him with poor customer service, and they gave him incorrect information. What happened Mr C says that he was unhappy with some information about the Capital One credit card that he was about to apply for, so he... (3 pages)View decision