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 125400 results
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Decision Reference DRN-3921634
3 Mar 2023 Leeds Building Society UpheldMortgagesDRN-3921634 The complaint Mr G and Mr C have complained about the early repayment charge (ERC) on their mortgage. Leeds Building Society gave Mr G incorrect information in a phone call about when they could remortgage without incurring an ERC, and they say they relied on that information t... (4 pages)View decision -
Decision Reference DRN-3880377
3 Mar 2023 State Bank Of India (UK) Limited UpheldBanking and PaymentsDRN-3880377 The complaint Mrs S has complained that State Bank of India (UK) Limited (SBI) failed to protect her accounts from being accessed by her son and that it also failed to deal with her complaint appropriately, including declining to speak to her representative. Mrs S has been repr... (3 pages)View decision -
Decision Reference DRN-3889778
3 Mar 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3889778 The complaint Mr S complains that HSBC UK Bank Plc (trading as first direct) delayed applying defaults to his accounts. What happened Mr S says that, due to financial difficulties, he stopped making payments to his overdraft and credit card in the middle of 2019. He says both a... (4 pages)View decision -
Decision Reference DRN-3935657
3 Mar 2023 MotoNovo Finance Limited UpheldConsumer CreditDRN-3935657 The complaint Miss R is unhappy that a car supplied to her under a hire purchase agreement with MotoNovo Finance Limited was of an unsatisfactory quality. Miss R is being represented in this complaint by Mr H. For ease of reference, my decision will only refer to Miss R. What h... (3 pages)View decision -
Decision Reference DRN-3876562
3 Mar 2023 Barclays Bank UK PLC UpheldConsumer CreditDRN-3876562 The complaint Mr R is complaining Barclays Bank UK PLC applied a default on his credit file after he missed a repayment on his fixed sum loan agreement. What happened In March 2020 Mr R entered into a fixed sum loan agreement provided by Barclays to borrow £18,800. However, in ... (2 pages)View decision -
Decision Reference DRN-3857295
3 Mar 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3857295 The complaint Mr P complains that HSBC UK Bank Plc (HSBC) didn’t replace his credit card. What happened Mr P had a credit card from HSBC. The limit was £3,200. Between August 2021 and May 2022, Mr P was struggling with his finances and there were several late, missed payments a... (4 pages)View decision -
Decision Reference DRN-4001902
3 Mar 2023 The Prudential Assurance Company Limited UpheldInvestmentsDRN-4001902 The complaint Mr and Mr M complain that The Prudential Assurance Company Limited won’t consider a claim under their serious illness cover. They say they were told a further claim would be considered. For convenience, at times I will distinguish Mr and Mr M by referring to them ... (4 pages)View decision -
Decision Reference DRN-3605794
3 Mar 2023 Metro Bank PLC UpheldConsumer CreditDRN-3605794 The complaint Mr P complains that Metro Bank PLC charged him an arrangement fee for a loan he attempted to cancel and repay within the 14-day withdrawal period. What happened Mr P applied to Metro Bank for a loan in November 2021. The lending was approved, and the funds were pa... (3 pages)View decision -
Decision Reference DRN-3784796
3 Mar 2023 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3784796 The complaint Mr F complains that Creation Consumer Finance Ltd (Creation) put a default on his credit file with no notice. He would like the default removed, and compensation for not acting appropriately. What happened The details of this complaint are well known to both parti... (2 pages)View decision -
Decision Reference DRN-3729465
3 Mar 2023 Wesleyan Assurance Society UpheldPensions and AnnuitiesDRN-3729465 The complaint Mr B has complained about the advice he received in 1999 to take out a Free Standing Additional Voluntary Contributions (FSAVC) plan. The advice was provided by Medical Sickness Society Financial Consultants, which is now known as Wesleyan Assurance Society. Mr B ... (4 pages)View decision
