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-2853930
27 Jun 2022 Loans 2 Go Limited UpheldConsumer CreditDRN-2853930 The complaint Mr L complains about two loans he received from Loans 2 Go Limited. Mr L has complained using a claims management company (CMC), but for ease I’ll refer mainly to Mr L. What happened Mr L applied for and was given the following loans by Loans 2 Go: Date Amount Ter... (4 pages)View decision -
Decision Reference DRN-3510281
27 Jun 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3510281 The complaint Miss L is unhappy that Monzo Bank Ltd hasn’t reimbursed the money she lost after she fell victim to a purchase scam. Background Both parties are aware of the circumstances of the complaint, so I won’t repeat them all here. But briefly, both parties accept that in ... (3 pages)View decision -
Decision Reference DRN-3356373
27 Jun 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3356373 The complaint Mr A has complained that Barclays Bank UK Plc (“Barclays”) migrated his account from a fee-paying Graduate Additions account to a fee-free account with a Tech Pack added, without his consent. Mr A would like a refund of the Tech Pack fees. What happened Barclays ... (4 pages)View decision -
Decision Reference DRN-3336056
27 Jun 2022 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-3336056 The complaint Mrs A is unhappy Volkswagen Financial Services (UK) Limited trading as Skoda Financial Services (‘VWFS’), declined her request for a payment deferral and then terminated her agreement when she experienced financial difficulties due to Covid-19. What happened In Ja... (4 pages)View decision -
Decision Reference DRN-3563877
27 Jun 2022 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-3563877 The complaint Ms R complains about a decision by Clydesdale Financial Services Limited, trading as Barclays Partner Finance (“BPF”) not to uphold a claim she made to them under section 75 of the Consumer Credit Act 1974 (“section 75”). What happened I issued my provisional deci... (3 pages)View decision -
Decision Reference DRN-2960054
27 Jun 2022 1plus1 Loans Limited UpheldConsumer CreditDRN-2960054 The complaint Mr M complained that 1Plus1 Loans Limited lent to him irresponsibly and provided him with an unaffordable loan. What happened Mr M was given a loan by 1Plus1 as follows: Date taken Loan status Number of monthly instalments Loan amount Monthly repayment* Total paya... (4 pages)View decision -
Decision Reference DRN-3515293
27 Jun 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3515293 The complaint Ms W is unhappy with how Santander UK Plc handled her request for a subject access request (SAR) and failed to make reasonable adjustments for her. What happened Ms W contacted Santander on 30 December 2021. She explained she had previously raised a SAR in 2019 bu... (3 pages)View decision -
Decision Reference DRN-2798927
27 Jun 2022 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-2798927 The complaint Mr G complains about the service that he has received from The Prudential Assurance Company Limited regarding the administration of his personal pension. What happened Mr G has a pension with Prudential that was taken out in 1990. Mr G has raised a number of compl... (2 pages)View decision -
Decision Reference DRN-3562036
27 Jun 2022 CMC Markets UK plc UpheldInvestmentsDRN-3562036 The complaint Mr N complains about the cash oil positions in his Contracts for Difference account held with CMC Markets UK plc. He says when the market went into negative pricing, they made the decision to rebase his holdings to a December futures contract causing him significa... (7 pages)View decision -
Decision Reference DRN-3556020
27 Jun 2022 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-3556020 The complaint Mr H’s complaint is about his with profits annuity with The Prudential Assurance Company Limited (Prudential). He’s also raised a number of administration or service issues. What happened I issued a provisional decision on 21 March 2022. In it I set out in detail ... (11 pages)View decision
