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 118878 results
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Decision Reference DRN-3555491
22 Jun 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3555491 The complaint Ms K complained that her claim was unnecessarily delayed by AXA Insurance UK Plc (“AXA”) under her “block” home insurance policy, which caused her to lose rental income on her property. The policy was taken out by Ms K’s management company, but she benefitted as a... (4 pages)View decision -
Decision Reference DRN-3225135
22 Jun 2022 Nationwide Building Society UpheldBanking and PaymentsDRN-3225135 The complaint Ms F has complained that Nationwide Building Society (“Nationwide”) acted unfairly by continuing to apply changes to her account when she was in financial difficulty. What happened Ms F complained to Nationwide about the excessive charges she was incurring on her ... (2 pages)View decision -
Decision Reference DRN-3451591
22 Jun 2022 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3451591 The complaint Ms E complains that Creation Consumer Finance Ltd rejected her claim under section 75 of the Consumer Credit Act 1974. What happened In August 2019 Ms E purchased some new furniture from a supplier and entered into a fixed sum loan agreement with Creation. Ms E di... (3 pages)View decision -
Decision Reference DRN-3034700
22 Jun 2022 Better Retirement Group Ltd UpheldPensions and AnnuitiesDRN-3034700 The complaint Mrs D complains about the suitability of the advice provided by Better Retirement Group Ltd (“BRG”), trading as Fiducia Prosperity, in January 2018 to invest the value of her self- personal pension plan (“SIPP”) in the ‘SVS Securities Growth portfolio’ managed by ... (26 pages)View decision -
Decision Reference DRN-3165213
21 Jun 2022 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-3165213 The complaint Miss A is unhappy about the way Tesco Personal Finance PLC handled her claim under section 75 of the Consumer Credit Act 1974. What happened Miss A ordered a new kitchen to be supplied and fitted and paid using her Tesco credit card. The purchase price was £8600.4... (3 pages)View decision -
Decision Reference DRN-3489526
21 Jun 2022 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3489526 The complaint Mr S has complained that Creation Consumer Finance Ltd added late payment charges to his account. What happened Creation charged Mr S a late payment fee of £30 – it said that his direct debit had been cancelled. Mr S has said that the direct debit wasn’t cancelled... (2 pages)View decision -
Decision Reference DRN-3462705
21 Jun 2022 UK Credit Limited UpheldConsumer CreditDRN-3462705 The complaint Mrs W complains about a guarantor loan provided to her by UK Credit Limited, trading as UK Credit, (“UK Credit”), which she says was unaffordable. Mrs W’s complaint has been brought to this Service on her behalf by a claims’ management company. But for ease, I sha... (10 pages)View decision -
Decision Reference DRN-3554979
21 Jun 2022 Logbook Money Limited UpheldConsumer CreditDRN-3554979 The complaint Mrs A has complained that Logbook Money Limited (“LBM”) was irresponsible to have agreed credit for her. What happened LBM provided Mrs A with a loan of £1,000 in August 2019. The total amount of £2,800, including interest and charges, was to be repaid in 78 weekl... (5 pages)View decision -
Decision Reference DRN-3489460
21 Jun 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3489460 The complaint Mr S complains National Westminster Bank Plc unfairly blocked his account and didn’t tell him why. He says this caused him embarrassment, inconvenience and he felt discriminated against. He wants compensation. What happened Mr S holds a current account with NatWes... (4 pages)View decision -
Decision Reference DRN-3544297
21 Jun 2022 Norrix Financial Services Limited UpheldPensions and AnnuitiesDRN-3544297 The complaint Mr J complains that Norrix Financial Services Limited gave him an unsuitable recommendation to transfer the deferred benefits in his occupational pension scheme (OPS) to a personal pension plan (PPP). He says this caused his pension benefits to be lower than they’... (8 pages)View decision
