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 125267 results
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Decision Reference DRN-4210383
27 Jun 2023 Close Brothers Limited UpheldConsumer CreditDRN-4210383 The complaint Mr W is unhappy that a car supplied to him under a conditional sale agreement with Close Brothers Limited was of an unsatisfactory quality. What happened In June 2022, Mr W was supplied with a used car through a conditional sale agreement with Close Brothers. The ... (4 pages)View decision -
Decision Reference DRN-4202662
27 Jun 2023 MBNA Limited UpheldBanking and PaymentsDRN-4202662 The complaint Mr B complains about MBNA Limited’s response to a claim he made under the connected lender liability provisions of section 75 of the Consumer Credit Act 1974 (“section 75”). What happened Mr B is a carer for his mother, Mrs B who is hard of hearing. In December 20... (4 pages)View decision -
Decision Reference DRN-4146215
27 Jun 2023 British Gas Services Limited UpheldInsuranceDRN-4146215 The complaint Mr J complains about delays and poor service from British Gas Services Limited (British Gas) in relation to his Homecare agreement. Any reference to British Gas includes its respective agents unless specified otherwise. What happened The background of this complai... (3 pages)View decision -
Decision Reference DRN-4214304
27 Jun 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4214304 The complaint Mr H complains that National Westminster Bank Plc blocked his account when he was wrongly accused of fraud. What happened Mr H is a taxi driver. He has explained that, in May 2022, he picked up a drunk passenger who was then sick in his taxi. He charged the passen... (3 pages)View decision -
Decision Reference DRN-4210891
27 Jun 2023 Barclays Bank UK PLC UpheldMortgagesDRN-4210891 The complaint Mr and Mrs B complain that unclear reminders they received from Barclays Bank UK PLC about the end of the fixed interest rate period on their mortgages resulted in extra costs, when one of their mortgages went onto the bank’s Standard Variable Rate (“SVR”). What h... (5 pages)View decision -
Decision Reference DRN-4096237
27 Jun 2023 AWP P&C SA UpheldInsuranceDRN-4096237 The complaint Mrs C complains about how AWP P&C SA dealt with a claim against her travel insurance policy. Reference to AWP includes its agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here in full. In summary... (3 pages)View decision -
Decision Reference DRN-4209589
27 Jun 2023 HSBC UK Bank Plc UpheldMortgagesDRN-4209589 The complaint Mr and Mrs V complain about what happened when they asked to remortgage two buy to let (“BTL”) properties with HSBC UK Bank Plc. What happened Mr and Mrs V own two BTL properties. One of these (which I’ll refer to here as “the flat”) was already mortgaged with HSB... (6 pages)View decision -
Decision Reference DRN-4180012
27 Jun 2023 Sun Life Assurance Company of Canada (U.K.) Limited UpheldPensions and AnnuitiesDRN-4180012 The complaint Mr E complains that he was given inappropriate advice about the transfer of some pension savings by Sun Life Assurance Company of Canada (U.K.) Limited trading as Sun Life Financial of Canada (“Sun Life”). What happened The advice that Mr E received was provided b... (5 pages)View decision -
Decision Reference DRN-4212390
27 Jun 2023 HSBC UK Bank Plc UpheldInsuranceDRN-4212390 The complaint Mr M complains that HSBC UK Bank Plc did not fairly compensate him after it mis-sold payment protection insurance (‘PPI’). What happened HSBC accepted it had mis-sold PPI to Mr M and it offered to pay £940.68 to compensate him for that mis-sale. Our adjudicator in... (3 pages)View decision -
Decision Reference DRN-4207236
27 Jun 2023 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-4207236 The complaint Mrs D has complained to Aviva Life & Pensions UK Limited about the sale of her Free Standing Additional Voluntary Contribution (FSAVC) plan. She says she should have been advised to buy added years in her employer’s occupational pension scheme instead. Mrs D i... (4 pages)View decision
