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-4803376
7 Jun 2024 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4803376 The complaint Mrs W complains that Tesco Personal Finance PLC, trading as Tesco Bank, irresponsibly provided her with a credit card and the credit limit increase (CLI) it subsequently applied to the account. What happened In November 2014 Tesco opened a credit card account for ... (3 pages)View decision -
Decision Reference DRN-4574020
7 Jun 2024 Kensington Mortgage Company Limited UpheldMortgagesDRN-4574020 The complaint Mr and Mrs N’s complaint is about their mortgage account with Kensington Mortgages Limited. Mr and Mrs N believe Kensington hasn’t treated them fairly by refusing to allow them to switch to a new interest rate product. To settle the complaint, Mr and Mrs N want Ke... (3 pages)View decision -
Decision Reference DRN-4825828
7 Jun 2024 Loans 2 Go Limited UpheldConsumer CreditDRN-4825828 Complaint Mr N has complained that Loans 2 Go Limited (“L2G”) provided him with an unaffordable loan. Background L2G provided Mr N with a loan of £870 in July 2023. This loan had an APR of 769.9% and an 18-month term. This all meant the total amount repayable of £3,218.94, whic... (4 pages)View decision -
Decision Reference DRN-4778778
7 Jun 2024 Mortgage Agency Services Number Five Limited UpheldMortgagesDRN-4778778 The complaint Mr and Mrs F complain that Mortgage Agency Services Number Five Limited (MAS5) increased the interest rate it charged on their mortgage unfairly. What happened Mr and Mrs F took out a mortgage for approximately £150,000 in 2006, on an interest only basis. Their in... (10 pages)View decision -
Decision Reference DRN-4839452
7 Jun 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4839452 The complaint Mis A complains Lloyds Bank PLC failed to provide her with sufficient support since she’s been experiencing financial difficulties. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The facts aren’t in d... (3 pages)View decision -
Decision Reference DRN-4830080
7 Jun 2024 DAS Legal Expenses Insurance Company Limited UpheldInsuranceDRN-4830080 The complaint Mr N is unhappy with what DAS Legal Expenses Insurance Company Limited did following a claim on his legal expenses insurance policy. What happened Mr N has a dispute with the insurer of an overseas holiday home he owns. He sought assistance under a legal expenses ... (4 pages)View decision -
Decision Reference DRN-4774208
6 Jun 2024 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-4774208 The complaint Mrs M complains that Sainsburys Bank Plc wrote to her advising that her credit card account was being closed and gave her incorrect information when she called them to request that the account remained open. Mrs M is unhappy about the service she received when she... (3 pages)View decision -
Decision Reference DRN-4820785
6 Jun 2024 The Prudential Assurance Company Limited UpheldInvestmentsDRN-4820785 The complaint Ms G complains that The Prudential Assurance Company Limited failed to act upon her instructions when her with profits endowment policy was approaching maturity. As a result, the policy has lost its qualifying tax status. To resolve her complaint, Ms G wants the p... (4 pages)View decision -
Decision Reference DRN-4796361
6 Jun 2024 Quilter Financial Services Ltd UpheldPensions and AnnuitiesDRN-4796361 The complaint Mr L complains that an adviser who is an Appointed Representative of Quilter Financial Services Ltd (Quilter) gave him unsuitable advice to transfer his pension. He thinks that the transfer was unnecessary and that it added an unwarranted complication to his finan... (11 pages)View decision -
Decision Reference DRN-4760161
6 Jun 2024 Dignity Funerals Limited UpheldFuneral Planning ServicesDRN-4760161 The complaint Mr J complains that Dignity Funerals Limited will not refund him the money he paid for his funeral plan, following cancellation. Mr J’s also unhappy about poor service regarding his questions and enquiries. What happened To summarise, Mr J held a funeral plan with... (3 pages)View decision