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 121479 results
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Decision Reference DRN-3784200
9 Nov 2022 Loans 2 Go Limited UpheldConsumer CreditDRN-3784200 The complaint Mr B complains that Loans 2 Go Limited (“L2G”) was irresponsible to lend to him as the loan was unaffordable. What happened L2G agreed a loan of £420 for Mr B in February 2022. He owed £1,554 in total, to be repaid at £86 a month over 18 months (all figures rounde... (3 pages)View decision -
Decision Reference DRN-3685030
9 Nov 2022 BUPA Insurance Limited UpheldInsuranceDRN-3685030 The complaint Mrs B complains about BUPA Insurance Limited’s actions when renewing her policy. What happened Mrs B has a private medical insurance policy with BUPA. Following a renewal notification she contacted it to ask for some medical exclusions to be removed. And BUPA expl... (2 pages)View decision -
Decision Reference DRN-3666429
9 Nov 2022 Inspirational Financial Management Ltd UpheldPensions and AnnuitiesDRN-3666429 The complaint Mr F complains about the advice given by Inspiration Financial Management Ltd 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 caused a finan... (14 pages)View decision -
Decision Reference DRN-3790913
9 Nov 2022 HSBC UK Bank Plc UpheldConsumer CreditDRN-3790913 The complaint Mr F complains HSBC UK Bank Plc, trading as first direct, irresponsibly lent to him. What happened Mr F took out a loan for £15,000 on 26 January 2020. The term was 72 months, the monthly repayment was £247.07 and the total repayable was £17,788.20. No repayments ... (3 pages)View decision -
Decision Reference DRN-3797841
9 Nov 2022 Barclays Bank UK PLC UpheldMortgagesDRN-3797841 The complaint Mr B complains that Barclays Bank UK PLC (“Barclays”) notified him of arrears on his mortgage account dating back several years that he was unaware of. What happened Mr B says he received a notification telling him he owed £76.68 in arrears on his mortgage account... (3 pages)View decision -
Decision Reference DRN-3797460
9 Nov 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3797460 The complaint A partnership, which I’ll refer to as “L”, complains that Barclays Bank UK PLC restricted access to its bank account for longer than necessary. Mr K is one of L’s partners and brings the complaint on the partnership’s behalf. What happened L banked with Barclays, ... (5 pages)View decision -
Decision Reference DRN-3796123
9 Nov 2022 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3796123 The complaint Miss G has complained about the way a claim she made for an escape of water under her home buildings insurance policy is being dealt with by Admiral Insurance (Gibraltar) Limited. What happened In November 2021 Miss G’s home suffered damage as a result of an escap... (4 pages)View decision -
Decision Reference DRN-3796992
9 Nov 2022 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-3796992 The complaint Miss D complains the Co-operative Bank Plc trading as Smile didn’t let her know about changes it would be making to its online security processes. Miss D also complains that the new process isn’t safe, that she’s had problems with it and that Smile hasn’t made rea... (3 pages)View decision -
Decision Reference DRN-3127188
9 Nov 2022 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3127188 The complaint Mr L complains that Options UK Personal Pensions LLP (“Options” - formerly Carey Pensions) accepted his investment into a self-invested personal pension (SIPP) when, he says, it shouldn’t have accepted business from the business who introduced him to Options; Cale... (38 pages)View decision -
Decision Reference DRN-3797307
9 Nov 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3797307 The complaint Mr S and Mrs K complain about delays and poor service when trying to add Mrs K as a joint account holder. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: In November 2021 NatWest arranged a... (2 pages)View decision
