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-3554964
12 Jul 2022 British Gas Services Limited UpheldInsuranceDRN-3554964 The complaint Mr M says he was mis-sold a policy by British Gas Services Limited (British Gas) because it says his hot water cylinder isn’t included in the annual service offered under his home emergency policy. What happened Mr M noticed that the section entitled, “hot water c... (6 pages)View decision -
Decision Reference DRN-3558068
12 Jul 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3558068 The complaint Miss H complains that Santander UK plc won’t pay to her the amounts that she’s claimed from it under section 75 of the Consumer Credit Act 1974 for a garage that was supplied and installed but wasn’t of satisfactory quality. What happened I issued a provisional de... (5 pages)View decision -
Decision Reference DRN-3590512
12 Jul 2022 Oplo PL Ltd UpheldConsumer CreditDRN-3590512 The complaint Miss S complains that Oplo PL Ltd lent her money on a high cost loan irresponsibly, such that she couldn’t afford to repay it. What happened Oplo provided Miss S with a loan of £3,000 on 28 January 2015 repayable at the rate of around £127 a month over a period of... (3 pages)View decision -
Decision Reference DRN-3588436
12 Jul 2022 Consumer Compensation Bureau Ltd UpheldClaims ManagementDRN-3588436 The complaint Mrs B complains Consumer Compensation Bureau Ltd trading as Claiming Made Simple (CMS) are asking her to pay fees for mis-sold PPI claims she said she didn’t ask them to make. What happened In March 2020, Mrs B said she thought she’d a message from her bank and sa... (3 pages)View decision -
Decision Reference DRN-3586109
12 Jul 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3586109 The complaint Mr C complains that NewDay Ltd trading as Aquacard (“NewDay”) acted irresponsibly when they agreed to provide him with a credit card account and later increased his account limit to an unaffordable level. What happened Around October 2015, Mr C applied to NewDay f... (3 pages)View decision -
Decision Reference DRN-3589919
12 Jul 2022 Barclays Bank UK PLC UpheldMortgagesDRN-3589919 The complaint Mr W complains that Barclays Bank UK PLC didn’t offer support when he had financial difficulties due to the Covid-19 pandemic. He says he had to sell his property and asks that Barclays refunds the early repayment charge (ERC). What happened Mr W says his income d... (4 pages)View decision -
Decision Reference DRN-3365679
12 Jul 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3365679 The complaint Mr B complains about advice he was given to transfer the benefits of two defined-benefit (DB) occupational pension schemes (OPS) to a personal pension plan. Mr B says the advice was unsuitable for him and believes this has caused him a financial loss. Portal Finan... (7 pages)View decision -
Decision Reference DRN-3506152
12 Jul 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3506152 The complaint Miss S complains that Monzo Bank Ltd won’t reimburse the money she’s lost to a scam. What’s happened? Miss S has fallen victim to a cryptocurrency investment scam. She says that a man befriended her on a popular social media platform, and, after a while, he sugges... (7 pages)View decision -
Decision Reference DRN-3589710
12 Jul 2022 TSB Bank plc UpheldMortgagesDRN-3589710 The complaint Miss C and Mr E are unhappy that TSB Bank plc (“TSB”) declined their mortgage application then recorded markers against them on a fraud prevention database. What happened Miss C and Mr E applied for a mortgage with TSB in February 2020 via a broker which was decli... (5 pages)View decision -
Decision Reference DRN-3548501
12 Jul 2022 Fairmead Insurance Limited UpheldInsuranceDRN-3548501 The complaint Mr G complains about how Fairmead Insurance Limited (“Fairmead”) handled a claim under his home insurance policy. When I mention Fairmead I also means its suppliers and representatives. What happened Mr G has a home insurance policy with Fairmead covering his hous... (3 pages)View decision
