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 120163 results
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Decision Reference DRN-3844036
6 Dec 2022 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3844036 The complaint Miss H complains that a sofa she bought from a retailer, S, was not of satisfactory quality. Because she paid for the sofa with credit provided by Creation Consumer Finance Ltd under arrangements with S, she wants Creation to provide a refund. What happened In Nov... (2 pages)View decision -
Decision Reference DRN-3826066
6 Dec 2022 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-3826066 The complaint Mr C is complaining Sainsbury's Bank Plc hasn’t refunded payments he made on his credit card for some doors and windows. He brings the claim under Section 75 of the Consumer Credit Act 1974 (Section 75). What happened The facts of this complaint are well know... (6 pages)View decision -
Decision Reference DRN-3843606
6 Dec 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3843606 The complaint Mrs S complains that Lloyds Bank plc disclosed private and confidential information about her bank account which caused her considerable distress. What happened I issued my provisional decision on this complaint on 19 October 2022. This is what I said: What happen... (3 pages)View decision -
Decision Reference DRN-3836464
6 Dec 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3836464 The complaint Mr G is unhappy with Bank of Scotland plc, trading as Halifax and their handling of his Halifax credit card. What happened I issued my provisional decision to both parties. The background to the complaint and my provisional findings below are taken from my provisi... (6 pages)View decision -
Decision Reference DRN-3795757
6 Dec 2022 Morses Club PLC UpheldConsumer CreditDRN-3795757 The complaint Ms J, through her representative, complains that Morses Club PLC lent to her irresponsibly What happened Using information from Morses, here is a brief loan table of the seven approved for Ms J. Loan Start date Capital Amount Term in weeks Repayment amount Repaid ... (4 pages)View decision -
Decision Reference DRN-3829662
6 Dec 2022 National Westminster Bank Plc UpheldMortgagesDRN-3829662 The complaint Mr and Mrs B have complained about administrative errors by National Westminster Bank Plc (trading as Ulster Bank but referred to here as NatWest). Because of IT issues, the direct debit (DD) for Mr and Mrs B’s mortgage wasn’t collected for 11 months, resulting in... (2 pages)View decision -
Decision Reference DRN-3843682
6 Dec 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3843682 The complaint Mrs R complains that Lloyds Bank PLC will not refund two payments made to a holiday company, which I’ll call “T”. She says that it did not book the holiday as she had requested and did not accept her cancellation of it. What happened In March 2021 Mrs R tried to b... (5 pages)View decision -
Decision Reference DRN-3823283
6 Dec 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3823283 The complaint Mr M complains about a declined chargeback claim with Barclays Bank UK PLC “Barclays”). What happened Mr M paid for dental treatment whilst abroad and says the payment was taken twice. Mr M says he went to pay for the treatment on his Barclaycard and it declined, ... (3 pages)View decision -
Decision Reference DRN-3561634
6 Dec 2022 Sun Life Assurance Company of Canada (U.K.) Limited UpheldInvestmentsDRN-3561634 The complaint Mr L complains that Sun Life Assurance Company of Canada (U.K.) Limited mis-sold him a whole of life policy. Mr L is being represented by a Claims Management Company. For ease, I will refer to all actions as being those of Mr L. What happened In 1993 Mr L met with... (3 pages)View decision -
Decision Reference DRN-3623780
6 Dec 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3623780 The complaint Mr S says the advice given and the arrangements made by Portal Financial Services LLP (Portal), to switch his personal pensions into a Novia Self-invested Personal Pension (SIPP) and the investments recommended was unsuitable. What happened In 2014 Mr S was introd... (9 pages)View decision
