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 119923 results
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Decision Reference DRN-3796363
15 Dec 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3796363 The complaint Mr and Mrs H complain HSBC UK Bank Plc, trading as first direct (“First Direct”), didn’t reimburse the money they lost when Mr H was the victim of an ‘authorised push payment’ (“APP”) impersonation / purchase scam. While the complaint was referred by both Mr and M... (5 pages)View decision -
Decision Reference DRN-3726707
15 Dec 2022 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-3726707 The complaint Mr N complains that Clydesdale Financial Services Limited trading as Barclays Partner Finance (BPF) irresponsibly granted him two fixed sum loan agreements he couldn’t afford to repay. He also complains that he was pressured into signing the agreements. What happe... (5 pages)View decision -
Decision Reference DRN-3598901
15 Dec 2022 ReAssure Limited UpheldPensions and AnnuitiesDRN-3598901 The complaint Mr M complains ReAssure Limited didn’t give him access to its online portal, so he couldn’t access his pension funds or change his pension investment, which caused him a financial loss. What happened In 2020, ReAssure took over a group of policies from the busines... (4 pages)View decision -
Decision Reference DRN-3788963
15 Dec 2022 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-3788963 The complaint Miss J complains that Aviva Life & Pensions UK Limited are unfairly asking for payments of around £18,000 made to her in respect of her late father’s’ pension to be repaid. In addition, correspondence relating to this issue has been sent to the wrong address d... (4 pages)View decision -
Decision Reference DRN-3845820
15 Dec 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3845820 The complaint Mrs S is unhappy with how Barclays Bank UK PLC (‘Barclays’) handled a claim she made in relation to a purchase on her credit card. What happened Mrs S bought tickets for a show in June 2019 through a ticket booking agency (‘the supplier’). The show took place on 7... (6 pages)View decision -
Decision Reference DRN-3860120
15 Dec 2022 Tesco Personal Finance PLC UpheldConsumer CreditDRN-3860120 The complaint Mr L says Tesco Personal Finance PLC, trading as Tesco Bank, irresponsibly lent to him. What happened Mr L took out two loans from Tesco Bank. They were both for £12,000 over 60 months. The first was taken out on 26 November 2016 for a car. The monthly payment was... (4 pages)View decision -
Decision Reference DRN-3857619
15 Dec 2022 Landmark Mortgages Limited UpheldMortgagesDRN-3857619 The complaint Mr and Mrs R complain about the way Landmark Mortgages Limited administered their mortgage account. They’re also unhappy with the level of customer service they’ve received. What happened Mr and Mrs R have a mortgage account with Landmark. Mr R complained in late ... (8 pages)View decision -
Decision Reference DRN-3860527
15 Dec 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3860527 The complaint Mr H and Miss T complain that Barclays Bank UK PLC failed to cancel duplicate payments for their council tax and water bills. They say this caused them to incur extra Barclays account charges, it damaged their credit score, and it caused them distress and inconven... (4 pages)View decision -
Decision Reference DRN-3682020
15 Dec 2022 Right Choice Insurance Brokers Ltd UpheldInsuranceDRN-3682020 The complaint Mr S complained that Right Choice Insurance Brokers Ltd , his insurance broker, unfairly cancelled his motor insurance policy. What happened Right Choice cancelled his motor insurance policy on 7 December 2021 because they said he wasn’t up to date with his premiu... (3 pages)View decision -
Decision Reference DRN-3758203
15 Dec 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3758203 The complaint Miss D complains that Barclays Bank UK PLC held her liable for credit card transactions she says she didn’t make, which led to her entering into an IVA. She’d like the transactions refunded and compensation. What happened Miss D held a credit card account with Bar... (3 pages)View decision
