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 119142 results
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Decision Reference DRN-3602974
19 Jul 2022 Marsh Finance Ltd UpheldConsumer CreditDRN-3602974 The complaint Ms M complains about charges made by Marsh Finance Limited (Marsh) when she returned her vehicle. What happened In June 2019 Ms M entered into a hire purchase agreement to acquire a used car that was first registered in the UK in January 2011. The cash price of th... (4 pages)View decision -
Decision Reference DRN-3323921
19 Jul 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3323921 The complaint Mr M complains about the advice given by Portal Financial Services LLP (‘Portal’) to transfer the benefits from his preserved defined-benefit (‘DB’) occupational pension scheme to a personal pension arrangement. He says the advice was unsuitable for him and believ... (8 pages)View decision -
Decision Reference DRN-3601960
19 Jul 2022 Oakbrook Finance Limited UpheldConsumer CreditDRN-3601960 The complaint Miss D complains that Oakbrook Finance Limited trading as Likely Loans unfairly closed her loan and recorded a default on her credit file. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: Mi... (3 pages)View decision -
Decision Reference DRN-3598721
19 Jul 2022 Nationwide Building Society UpheldBanking and PaymentsDRN-3598721 The complaint Mr L complains that Nationwide Building Society acted unfairly when it recorded a default on his credit file. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said; Mr L had a current account with... (4 pages)View decision -
Decision Reference DRN-3603628
19 Jul 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3603628 The complaint Mr B and Miss S are unhappy because Monzo Bank Ltd (Monzo) did not reimburse the money Miss S transferred to a fraudster. What happened This complaint concerns two payments from Miss S’s sole account and then two payments from a joint account she holds with Mr B. ... (6 pages)View decision -
Decision Reference DRN-3602948
19 Jul 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3602948 The complaint Ms B complains that NewDay Ltd (“NewDay”) lent irresponsibly when they approved her credit card applications. Ms B is represented by a claims management company (“the CMC”). What happened In September 2016, Ms B applied to NewDay for a credit card. Her application... (4 pages)View decision -
Decision Reference DRN-3601448
19 Jul 2022 American Express Services Europe Limited UpheldBanking and PaymentsDRN-3601448 The complaint Mr S complains that American Express Services Europe Limited (AMEX) treated him unfairly when it asked him to pay a balance it claimed had been credited back to him. What happened Around March 2019, AMEX contacted Mr S asking that he pay an outstanding balance on ... (4 pages)View decision -
Decision Reference DRN-3572968
19 Jul 2022 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3572968 The complaint Mr G complains about the service he received from PayPal (Europe) Sarl et Cie SCA when he informed it that he hadn’t authorised a transaction on his account. What happened Mr G marked a transaction as unauthorised on his PayPal account because he didn’t recognise ... (3 pages)View decision -
Decision Reference DRN-3603392
19 Jul 2022 National Westminster Bank Plc UpheldMortgagesDRN-3603392 The complaint Mrs O and Mr S complain that National Westminster Bank Plc (NatWest) have wrongly declined their mortgage application. They have incurred an early repayment charge (ERC) as a result of having to move their mortgage to another lender. What happened Mrs O and Mr S h... (6 pages)View decision -
Decision Reference DRN-3500034
19 Jul 2022 National Savings and Investments UpheldBanking and PaymentsDRN-3500034 The complaint Mr G complains about the actions taken by National Savings and Investments (NS&I) in relation to his premium bonds account. In summary, he’s unhappy NS&I asked him to repay bonds he’d previously cashed in, then closed his account and removed the remaining... (3 pages)View decision
