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 121262 results
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Decision Reference DRN-3812135
18 Nov 2022 Barclays Bank UK PLC UpheldInvestmentsDRN-3812135 The complaint Mrs S complained, through a claims management company (CMC), that Barclays Bank UK PLC provided unsuitable advice in 1998 when it recommended her to invest in a fund that she feels was too risky for her. To put things right, Mrs S wants financial compensation. The... (6 pages)View decision -
Decision Reference DRN-3663804
18 Nov 2022 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-3663804 The complaint Mr P is unhappy with the end of contract charges applied by Volkswagen Financial Services (UK) Limited (VWFS) following the return of his car. What happened On 10 December 2014, Mr P was supplied with a new car through a hire purchase agreement with VWFS. The agre... (4 pages)View decision -
Decision Reference DRN-3815036
18 Nov 2022 Prism Independent Financial Advisers Ltd UpheldPensions and AnnuitiesDRN-3815036 The complaint Mr H complains Prism Independent Financial Advisers Ltd gave him unsuitable advice to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme with British Steel (‘BSPS’) to a self-invested personal pension (‘SIPP’). He says this may have ... (12 pages)View decision -
Decision Reference DRN-3729404
18 Nov 2022 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-3729404 The complaint Mr Z complains that TransUnion International UK Limited (TU) shared personal information from his credit file with a third party. What happened Mr Z complained to TU on 31 March 2022 saying his credit file had been merged with that of another person. TU looked int... (2 pages)View decision -
Decision Reference DRN-3754837
18 Nov 2022 The Prudential Assurance Company Limited UpheldInvestmentsDRN-3754837 The complaint Mr W complains The Prudential Assurance Company Limited (Prudential) took too long to process the maturity of an endowment policy. What happened The background of the complaint is already well known to both parties, so I won’t go into detail again here. In summary... (3 pages)View decision -
Decision Reference DRN-3692121
18 Nov 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3692121 The complaint Miss P complains that Monzo Bank Ltd did not refund a payment she says she did not authorise. What happened Miss P advertised her sofa for sale on a website and received interest from a potential buyer. The buyer sent Miss P a link and explained she would receive ... (3 pages)View decision -
Decision Reference DRN-3812361
18 Nov 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3812361 The complaint Mr M and Mrs M complain that Lloyds Bank PLC won’t refund the part of a cash machine withdrawal from their joint account that they didn’t receive. What happened Mrs M explains that she tried to withdraw £200 on 18 September 2021 but only received £50 from a cash m... (3 pages)View decision -
Decision Reference DRN-3814871
18 Nov 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3814871 The complaint Ms T is unhappy with the way in which AXA Insurance UK Plc dealt with a claim she made under her home insurance policy. Specifically, she is concerned that it initially declined her claim. And then when AXA did accept it, Ms T considers the settlement offer provid... (4 pages)View decision -
Decision Reference DRN-3814709
18 Nov 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3814709 The complaint Mr L complains that National Westminster Bank Plc (“NatWest”) unfairly declined a claim he made under section 75 of the Consumer Credit Act 1974 (“CCA”). What happened In April 2021, Mr L noticed that his car was leaking oil. He’s told us that he took it to a gara... (7 pages)View decision -
Decision Reference DRN-3688286
18 Nov 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3688286 The complaint Mr U complains that Lloyds Bank PLC closed his accounts and loaded a fraud marker against his name. What happened Mr U held numerous accounts with Lloyds. In May 2020, Lloyds carried out a review of Mr U’s accounts. As it was unhappy with the way he was operating ... (3 pages)View decision
