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 125399 results
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Decision Reference DRN-4322426
29 Aug 2023 Startline Motor Finance Limited UpheldConsumer CreditDRN-4322426 The complaint Mr L complains about credit granted to him by Startline Motor Finance Limited. What happened Startline agreed credit for Mr L in October 2021 to finance a car. The cash price of the car was £7,410. Mr L paid a deposit of £750 and borrowed £6,660. The total amount ... (6 pages)View decision -
Decision Reference DRN-4173522
29 Aug 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4173522 The complaint Mr and Mrs P are unhappy at the way Royal & Sun Alliance Insurance Limited dealt with a storm claim under their home insurance policy. What happened Some of Mr and Mrs P’s home, and the exterior, in particular, was damaged during a hailstorm. They made a claim... (6 pages)View decision -
Decision Reference DRN-4322595
29 Aug 2023 Barclays Bank UK PLC UpheldMortgagesDRN-4322595 The complaint Mr and Mrs D complain that Barclays Bank UK PLC didn’t apply an overpayment to their account correctly. What happened Mr and Mrs D have a mortgage with Barclays. They say an overpayment of about £3,700 was paid into their mortgage account in 2018, but this wasn’t ... (2 pages)View decision -
Decision Reference DRN-4201693
29 Aug 2023 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-4201693 The complaint Mr B complains that PayPal (Europe) Sarl et Cie SCA declined his claim under section 75 of the Consumer Credit Act 1974 for a refund of some cancelled flights. What happened In March 2022 Mr B booked international flights for his family, in order to attend a weddi... (5 pages)View decision -
Decision Reference DRN-4321956
29 Aug 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4321956 The complaint Mr W is a sole trader. He complains that Barclays Bank UK Plc wrongly closed his business bank account. What happened Barclays told us: It carried out a Know Your Customer (KYC) review of Mr W’s account. It initially wrote to him on 27 January 2021 seeking inform... (4 pages)View decision -
Decision Reference DRN-4309359
29 Aug 2023 U K Insurance Limited UpheldInsuranceDRN-4309359 The complaint Mr H and Ms A complain that U K Insurance Limited (“UKI”) is responsible for mishandling of a claim on their motor insurance policy. What happened The subject matter of the claim and the complaint is a car, made by a large European car- maker and first registered ... (4 pages)View decision -
Decision Reference DRN-4322100
29 Aug 2023 Oakbrook Finance Limited UpheldConsumer CreditDRN-4322100 The complaint Mrs P, through a representative, says Oakbrook Finance Limited (trading as Likely Loans) lent to her irresponsibly. What happened Mrs P took out a 24-month instalment loan for £2,000 from Likely Loans on 12 September 2019. The monthly repayment was £131.05 and the... (3 pages)View decision -
Decision Reference DRN-4322438
29 Aug 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4322438 The complaint Mrs N complains that HSBC UK Bank Plc (HSBC) wouldn’t refund £88,279.56 which she lost in an investment scam. What happened What Mrs N says: Mrs N is represented by a third-party claims firm, but I will refer to Mrs N as the complainant. Mrs N told us that her fat... (8 pages)View decision -
Decision Reference DRN-4318778
29 Aug 2023 Lighthouse Advisory Services Limited UpheldPensions and AnnuitiesDRN-4318778 The complaint Mrs F complains about the advice given by Lighthouse Advisory Services Limited (Lighthouse) to transfer the benefits from her defined-benefit (‘DB’) occupational pension scheme to a personal pension. She says the advice was unsuitable for her and believes this has... (13 pages)View decision -
Decision Reference DRN-4322068
29 Aug 2023 Nationwide Building Society UpheldMortgagesDRN-4322068 The complaint Mr C complained about what happened when he applied for a Nationwide Building Society mortgage. He said his application took far too long, and caused him a great deal of stress. He was also unhappy about his customer journey, and what happened when he complained. ... (4 pages)View decision
