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 120614 results
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Decision Reference DRN-3675115
31 Aug 2022 Aviva Insurance Limited UpheldInsuranceDRN-3675115 The complaint Mrs B complains about Aviva Insurance Limited’s handling of her claim for legal expenses insurance (LEI). Where I refer to Aviva, this includes their agents and claims handlers. What happened The detailed background to this complaint is well known to both parties.... (5 pages)View decision -
Decision Reference DRN-3674945
31 Aug 2022 Oodle Financial Services Limited UpheldConsumer CreditDRN-3674945 The complaint Mr F complains that a used car he acquired with finance provided by Oodle Financial Services Limited was of unsatisfactory quality. What happened Mr F got the car in January 2021 with a hire purchase agreement from Oodle. He says multiple issues and recurring engi... (5 pages)View decision -
Decision Reference DRN-3650192
31 Aug 2022 Wirex Limited UpheldBanking and PaymentsDRN-3650192 The complaint Mr D complains that Wirex Limited wouldn’t release money from his e-money card account when he didn’t receive a cash withdrawal. What happened Mr D attempted to withdraw £200 at a third-party cash machine on 18 April 2021 using his Wirex card. He says he didn’t re... (2 pages)View decision -
Decision Reference DRN-2866775
31 Aug 2022 UK Credit Limited UpheldConsumer CreditDRN-2866775 The complaint Miss M complains that a loan given to her by UK Credit Limited was unaffordable. What happened In November 2018, Miss M applied for – and was given – a loan of £7,500. It was to be repaid in 36 monthly instalments of £325.91. She was to use around £5,800 of the lo... (3 pages)View decision -
Decision Reference DRN-3673238
31 Aug 2022 FACET INVESTMENT MANAGEMENT LTD UpheldPensions and AnnuitiesDRN-3673238 The complaint Mr J says the advice given and the arrangements made by Facet Investment Management Ltd (FIM), to switch his Self-invested Personal Pension (SIPP) with Standard Life into a platform SIPP with the same provider, with a discretionary fund management (DFM) arrangemen... (12 pages)View decision -
Decision Reference DRN-3645621
31 Aug 2022 Bank of Scotland Plc UpheldMortgagesDRN-3645621 The complaint Mr and Mrs F have complained about the way Bank of Scotland plc trading as Halifax has dealt with their mortgage account. In particular, they say that, because there was a block on their Halifax current account, they weren’t able to make payments towards their mor... (3 pages)View decision -
Decision Reference DRN-3651370
31 Aug 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3651370 The complaint Mr R complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened In January 2019 Mr R applied for a credit card with Aqua. In his application, Mr R said he was self e... (3 pages)View decision -
Decision Reference DRN-3632777
31 Aug 2022 Rowanmoor Personal Pensions Limited UpheldPensions and AnnuitiesDRN-3632777 The complaint Mr S complains about Rowanmoor Personal Pensions Limited, in relation to: The mis-sale and maladministration of his Self-Invested Personal Pension (SIPP). The failure to disclose the relationship between Regency and Rowanmoor to him. The failure to conduct adeq... (15 pages)View decision -
Decision Reference DRN-3673160
31 Aug 2022 The Mortgage Works (UK) Plc UpheldMortgagesDRN-3673160 The complaint Mr S complains about repeated incorrect information from The Mortgage Works (UK) Plc (“TMW”). He said he’d lost faith in the company, so he moved his mortgage elsewhere. He wanted TMW to refund his Early Repayment Charge (“ERC”) and pay compensation. What happened... (4 pages)View decision -
Decision Reference DRN-3293534
31 Aug 2022 National Savings and Investments UpheldBanking and PaymentsDRN-3293534 The complaint Mr A complains that he has been unable to register a Lasting Power of Attorney (LPA) arrangement on his mother’s behalf with National Savings and Investments (NS&I). What happened Mrs A arranged for a LPA arrangement to be put in place in 2019, naming Mr A as ... (2 pages)View decision
