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 119464 results
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Decision Reference DRN-3561296
21 Oct 2022 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-3561296 The complaint Mr T complains that Sainsbury's Bank Plc rejected his claim under section 75 Consumer Credit Act 1974 (“CCA”) in respect of a timeshare purchase. What happened In February 2018 Mr T and his wife purchased a timeshare while on holiday. A deposit was paid with ... (3 pages)View decision -
Decision Reference DRN-3762411
21 Oct 2022 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3762411 The complaint Mr S complains that Admiral Insurance (Gibraltar) Limited (“Admiral”) hasn’t offered enough compensation for the distress and inconvenience he suffered after it replaced a macerator under his home emergency cover. What happened Mr S’s macerator toilet on his groun... (4 pages)View decision -
Decision Reference DRN-3282344
20 Oct 2022 Hargreaves Lansdown Asset Management Limited UpheldInvestmentsDRN-3282344 The complaint Mr K complains that he was given misleading information by Hargreaves Lansdown Asset Management Limited regarding shares he held. He says that based on that information he decided not to sell shares and has consequently suffered a financial loss. To put things rig... (4 pages)View decision -
Decision Reference DRN-3766020
20 Oct 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3766020 The complaint Mr H complains that Barclays Bank UK PLC trading as Barclaycard provided him poor customer service when returning money to him. What happened Mr H had a Barclaycard credit card which was closed several years ago. Barclaycard wrote to him and they said he was owed ... (4 pages)View decision -
Decision Reference DRN-3731449
20 Oct 2022 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-3731449 The complaint Mrs P is unhappy that a car supplied to her under a hire agreement with Hitachi Capital (UK) Plc trading as Hitachi Capital Vehicle Solutions was of an unsatisfactory quality. What happened In December 2020, Mrs P was supplied with a new car through a hire agreeme... (4 pages)View decision -
Decision Reference DRN-3746614
20 Oct 2022 ReAssure Limited UpheldInvestmentsDRN-3746614 The complaint Mr J and Mrs J complain that ReAssure Limited mis-sold them a whole of life policy in 1989 and provided incorrect information about their premiums in 2020. What happened In 1989, Mr J and Mrs J met with a financial adviser of a business that has since been acquire... (3 pages)View decision -
Decision Reference DRN-3617933
20 Oct 2022 Barclays Bank UK PLC UpheldMortgagesDRN-3617933 The complaint Mrs S complains that Barclays Bank UK PLC was responsible for the delayed completion of her property purchase. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here in detail. Instead I’ll summarise the main ... (6 pages)View decision -
Decision Reference DRN-3633218
20 Oct 2022 The Royal London Mutual Insurance Society Limited UpheldPensions and AnnuitiesDRN-3633218 The complaint Mr C complains about the advice The Royal London Mutual Insurance Society Limited gave him to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension. He says the advice was unsuitable for him and believes this has c... (9 pages)View decision -
Decision Reference DRN-3609620
20 Oct 2022 Oplo HL Ltd UpheldConsumer CreditDRN-3609620 The complaint Miss K complains Oplo HL Ltd (then trading as 1 st Stop Home Loans Limited) irresponsibly provided her with a guarantor loan. What happened Miss K was approved for a loan with Oplo in September 2013. The loan was for £5,000 payable over 60 monthly instalments of a... (4 pages)View decision -
Decision Reference DRN-3682046
20 Oct 2022 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-3682046 The complaint Mrs D has complained that Sainsbury’s Bank Plc (“Sainsbury’s”) irresponsibly lent to her. What happened Mrs D opened a credit card account with Sainsbury’s in April 2003. Her credit limit was initially £500. Over the course of the next few years to September 2007 ... (3 pages)View decision
