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 125299 results
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Decision Reference DRN-4406179
16 Nov 2023 Hyundai Capital UK Limited UpheldConsumer CreditDRN-4406179 The complaint Miss B complains that the car Hyundai Capital UK Limited (“Hyundai Capital”) supplied to her under a conditional sale agreement was not of satisfactory quality. What happened Hyundai Capital supplied Miss B via a car dealership with a used car. Within a few days o... (8 pages)View decision -
Decision Reference DRN-4366870
16 Nov 2023 BUPA Insurance Limited UpheldInsuranceDRN-4366870 The complaint Mr O complains that BUPA Insurance Limited (‘Bupa’) refused to reinstate his private medical insurance policy after it had lapsed. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on... (2 pages)View decision -
Decision Reference DRN-4455430
16 Nov 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4455430 The complaint Ms G complains about the service she received from NewDay Ltd trading as John Lewis Credit Card (“NewDay”) when she applied for a credit card. What happened Ms G had a John Lewis credit card account which she had held for a number of years. In October 2022, John L... (4 pages)View decision -
Decision Reference DRN-4448910
16 Nov 2023 Tesco Personal Finance PLC UpheldConsumer CreditDRN-4448910 The complaint Mr B complains that Tesco Personal Finance PLC trading as Tesco Bank was irresponsible in its lending to him. What happened Mr B was provided with a loan from Tesco Bank in 2009 and then he re-borrowed up until 2018 due to ongoing financial difficulties. He says h... (4 pages)View decision -
Decision Reference DRN-4287297
16 Nov 2023 N.I.I.B. Group Limited UpheldConsumer CreditDRN-4287297 The complaint Mr M has complained that he is unhappy with the quality of a car he acquired in October 2019, using a hire purchase agreement with N.I.I.B. Group Limited, trading as Northridge Finance (“Northridge”). What happened Mr M acquired a used Nissan in October 2019, usin... (5 pages)View decision -
Decision Reference DRN-4447091
16 Nov 2023 Barclays Bank Plc UpheldInvestmentsDRN-4447091 The complaint Mr H held shares on Barclays Bank Plc’s International Trader platform and this complaint concerns what happened to Mr H’s holdings with Barclays after it closed that platform in 2017. Whilst matters are now mostly resolved, Mr H is unhappy that he missed out on op... (6 pages)View decision -
Decision Reference DRN-3906661
16 Nov 2023 Mather & Murray Financial Ltd UpheldPensions and AnnuitiesDRN-3906661 The complaint Mr W complains about the advice given by Mather & Murray Financial Ltd (‘Mather & Murray’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme, the British Steel Pension Scheme (‘BSPS’) to a personal pension. He says the ad... (9 pages)View decision -
Decision Reference DRN-4010186
16 Nov 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4010186 The complaint Mr L complains that Options UK Personal Pensions LLP (‘Options’) shouldn’t have accepted his application to transfer his defined benefit pension into a self-invested personal pension (‘SIPP’) and invest his funds in an investment portfolio. He wants Options to put... (41 pages)View decision -
Decision Reference DRN-4460979
16 Nov 2023 Bank of Scotland Plc UpheldMortgagesDRN-4460979 The complaint Miss G’s complaint is about a mortgage she has with Bank of Scotland Plc trading as Halifax (BoS). She is unhappy that when she made enquiries in 2022 about changing her interest rate product early, requiring an early repayment charge (ERC) to be paid, she wasn’t ... (4 pages)View decision -
Decision Reference DRN-4446289
16 Nov 2023 The Prudential Assurance Company Limited UpheldInvestmentsDRN-4446289 The complaint Mrs H’s complaint is about a mortgage endowment policy she held with The Prudential Assurance Company Limited. She is unhappy that the policy maturity value was paid to her mortgage lender. In addition, she’s dissatisfied with the general level of service she has ... (4 pages)View decision
