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-3594994
20 Oct 2022 Target Servicing Limited UpheldMortgagesDRN-3594994 The complaint Mr T complains that Target Servicing Limited wouldn’t allow him to redeem his help to buy loan, which meant that the sale of his property fell through. What happened Mr T bought a flat with the assistance of the help to buy scheme in 2012. The help to buy scheme i... (24 pages)View decision -
Decision Reference DRN-3705753
20 Oct 2022 HSBC UK Bank Plc UpheldConsumer CreditDRN-3705753 The complaint Mrs O complains that HSBC UK Bank Plc hasn’t treated her fairly in relation to a loan. In particular, HSBC said she had to wait 40 days for an interest refund after she repaid the loan, and then said she didn’t meet criteria for the refund. What happened Mrs O too... (2 pages)View decision -
Decision Reference DRN-3607611
20 Oct 2022 Martin Aitken Financial Services Limited UpheldPensions and AnnuitiesDRN-3607611 The complaint Mrs M has complained that Martin Aitken Financial Services Limited (‘MAFS’) recommended she transfer the benefits held in an occupational defined-benefit (‘DB’) pension scheme to a self-invested personal pension (‘SIPP’). Part of the funds were subsequently invest... (6 pages)View decision -
Decision Reference DRN-3765618
20 Oct 2022 Nationwide Building Society UpheldBanking and PaymentsDRN-3765618 The complaint Mr B complains that Nationwide Building Society (‘Nationwide’) irresponsibly gave him credit that he couldn’t afford. What happened In June 2016 Mr B took out a loan for £13,428.23, a term of 60 months and a monthly premium of £275.86. Mr B also took out a credit ... (3 pages)View decision -
Decision Reference DRN-3688900
20 Oct 2022 JLT Wealth Management Limited UpheldPensions and AnnuitiesDRN-3688900 The complaint Mr B complains about the advice given by JLT Wealth Management Limited (“JLT”) to transfer the benefits from his deferred defined-benefit (‘DB’) occupational pension scheme to a personal pension. He says the advice was unsuitable for him and believes this has caus... (9 pages)View decision -
Decision Reference DRN-3764501
20 Oct 2022 Barclays Bank UK PLC UpheldMortgagesDRN-3764501 The complaint Mr and Mrs D complain that Barclays Bank UK PLC collected mortgage interest from them after they had paid the amount stated on the redemption statement to repay their mortgage. What happened Mr and Mrs D had a mortgage with Barclays. The mortgage included a mortga... (4 pages)View decision -
Decision Reference DRN-3626793
20 Oct 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3626793 The complaint Mr R complains about Portal Financial Services LLP’s (‘Portal’) advice concerning the transfer of benefits from his defined-benefit (‘DB’) occupational pension scheme and also his personal pension plan to a self-invested personal pension (‘SIPP’). He says the advi... (15 pages)View decision -
Decision Reference DRN-3705354
20 Oct 2022 Omni Capital Retail Finance Limited UpheldConsumer CreditDRN-3705354 Complaint Mr B has complained that Omni Capital Retail Finance Limited (“Omni”) rejected his claim against it under Section 75 of the Consumer Credit Act 1974. Background Mr B bought solar panels for his home in 2018. The purchase was funded by a loan from Omni, and that busine... (2 pages)View decision -
Decision Reference DRN-3726440
20 Oct 2022 British Gas Insurance Limited UpheldInsuranceDRN-3726440 The complaint Mrs K complains about British Gas Insurance Limited’s handling of her Home Warranty policy. All references to British Gas also include its appointed agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them again he... (2 pages)View decision -
Decision Reference DRN-3722964
20 Oct 2022 Ikano Bank AB (publ) UpheldConsumer CreditDRN-3722964 Complaint Mr T has complained that Ikano Bank AB (publ) (“Ikano”) rejected his claim against it under Section 75 of the Consumer Credit Act 1974. Background Mr T bought solar panels for his home in 2019. The purchase was funded by a loan from Ikano, and that business is therefo... (4 pages)View decision
