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 128085 results
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Decision Reference DRN-4194927
16 Jun 2023 Sainsbury's Bank Plc UpheldConsumer CreditDRN-4194927 The complaint In summary, Mr L complains that Sainsbury’s Bank Plc provided him with incorrect information about how his loan repayments had to be made. He believes this has caused him a financial loss. What happened On 5 October 2022, Mr L took out a loan with Sainsbury’s. He ... (2 pages)View decision -
Decision Reference DRN-4143320
16 Jun 2023 Avantcredit Of Uk, Llc UpheldConsumer CreditDRN-4143320 The complaint Mrs M complains AvantCredit of UK, LLC irresponsibly provided her with a loan. What happened AvantCredit provided Mrs M with a £4,800 personal loan in November 2015. The loan had instalments of around £160 across a 60-month term, with a total repayable value of ar... (4 pages)View decision -
Decision Reference DRN-4157742
16 Jun 2023 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-4157742 The complaint Mrs S complains Marks and Spencer Financial Services Plc (“M&S”) has not dealt fairly with a claim she brought under section 75 of the Consumer Credit Act 1974 (“CCA”) in relation to home improvement works. What happened I issued a provisional decision on Mrs ... (9 pages)View decision -
Decision Reference DRN-4146547
16 Jun 2023 The Mortgage Works (UK) Plc UpheldMortgagesDRN-4146547 The complaint Miss L complains that The Mortgage Works (UK) plc (TMW) has failed to treat her fairly when she asked for information about her buy-to-let mortgage. What happened The background to this complaint is well known to both Miss L and TMW and I don’t intend to set it ou... (4 pages)View decision -
Decision Reference DRN-4194580
16 Jun 2023 Nationwide Building Society UpheldMortgagesDRN-4194580 The complaint Miss S says Nationwide Building Society caused delays with her mortgage application. She says as a result her purchase fell through and she missed out on a lower interest rate product. Miss S asks for compensation for her legal costs and that Nationwide applies th... (2 pages)View decision -
Decision Reference DRN-3915465
16 Jun 2023 Goji Financial Services Limited UpheldInvestmentsDRN-3915465 The complaint Ms M complains that Goji Financial Services Limited (“Goji”) mis-sold her investment in the Blackmore Bond Innovative Finance Individual Savings Account (“the Blackmore Bond”). Ms M is being represented in this complaint by a claims management company (“CMC”). How... (14 pages)View decision -
Decision Reference DRN-4193812
16 Jun 2023 Highway Insurance Company Limited UpheldInsuranceDRN-4193812 The complaint Miss T says Highway Insurance Company Limited delayed excessively in dealing with a claim she made on her motorhome insurance policy and provided poor service overall. What happened Initially, I was minded to require Highway to pay Miss T £750 compensation for dis... (2 pages)View decision -
Decision Reference DRN-4105000
16 Jun 2023 ReAssure Limited UpheldInvestmentsDRN-4105000 The complaint Mr G complains about the administration of bonds holding money from a trust. Mr G appears to have been one of two trustees in place when the bonds were first taken out. Responsibility for administering the bonds now sits with ReAssure Limited. To keep things simpl... (2 pages)View decision -
Decision Reference DRN-4072015
16 Jun 2023 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-4072015 The complaint Mr T is complaining that Scottish Widows Limited (Scottish Widows) caused a delay in making a drawdown payment to him from his pension. He is also complaining that his Independent Financial Adviser (IFA) was told that his payment was caused by an IT fault, which w... (3 pages)View decision -
Decision Reference DRN-4191243
16 Jun 2023 British Friendly Society Limited UpheldInsuranceDRN-4191243 The complaint Mr J is unhappy about the way British Friendly Society Limited (‘BFSL’) dealt with his claim. What happened Mr J has a short-term income protection insurance policy with BFSL which pays a benefit for a maximum of one year per clam if he can’t work due to illness o... (6 pages)View decision