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 125299 results
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Decision Reference DRN-3876340
9 Feb 2023 Barclays Bank UK PLC UpheldMortgagesDRN-3876340 The complaint Mr and Mrs S complain Barclays Bank UK PLC (“Barclays”) has given them a number of different redemption figures for their mortgage and home improvement loan. What happened Mr and Mrs S purchased a new property on 8 March 2022 and ported their existing mortgage pro... (4 pages)View decision -
Decision Reference DRN-3950008
9 Feb 2023 Lighthouse Advisory Services Limited UpheldMortgagesDRN-3950008 The complaint Mr and Mrs B complain that Lighthouse Advisory Services Limited incorrectly advised them to take a bridging loan, which was unsuitable for them. What happened Mr and Mrs B had an interest only mortgage with lender A. In 2016, the term of that mortgage ended and th... (6 pages)View decision -
Decision Reference DRN-3955750
9 Feb 2023 Great Lakes Insurance SE UpheldInsuranceDRN-3955750 The complaint Mr and Mrs L are unhappy with the service they received from Great Lakes Insurance SE and the settlement of their claim. What happened Mr and Mrs L were on a cruise holiday. Mrs L fell and sustained a serious injury to her leg. Having received some basic treatment... (4 pages)View decision -
Decision Reference DRN-3774136
9 Feb 2023 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-3774136 The complaint Mr L complains Tesco Personal Finance PLC (trading as Tesco Bank) won’t refund transactions he didn’t make or otherwise authorise. What happened The details of this complaint as well known to both parties, so I won’t repeat them in full here. But the key points ar... (2 pages)View decision -
Decision Reference DRN-3787871
9 Feb 2023 Gallium Fund Solutions Limited UpheldInvestmentsDRN-3787871 The complaint In March 2017, Mr L invested a total of £25,000 in two 3 Year Fixed Monthly Income IFISA Bonds with Basset & Gold Plc (“B&G Plc”). He says that he was mis-sold the bonds as he was assured the investment was protected by the Financial Services Compensation ... (6 pages)View decision -
Decision Reference DRN-3955788
9 Feb 2023 Inclusive Finance Limited UpheldConsumer CreditDRN-3955788 The complaint Mrs S complains that Inclusive Finance Limited trading as Creditspring didn’t treat her fairly when she borrowed from it. What happened Mrs S applied for membership with Creditspring in March 2022. The membership cost £8 a month and was to last for 12 months. In t... (3 pages)View decision -
Decision Reference DRN-3955733
9 Feb 2023 Covea Insurance plc UpheldInsuranceDRN-3955733 The complaint Mrs C complains that Covea Insurance plc have declined to replace a tile on the front of her roof, which she believes was damaged in a storm. What happened Mrs C held a buildings insurance policy with Covea. In January 2022 Mrs C made a claim under her buildings ... (2 pages)View decision -
Decision Reference DRN-3953708
9 Feb 2023 Financial Administration Services Limited UpheldInvestmentsDRN-3953708 The complaint Mr H complains about the time taken to action his request to encash his ISAs – and obtain access to his money – by Financial Administration Services Limited, referred to as “Fidelity” or “the business. What happened In late January 2023, I issued my provisional de... (5 pages)View decision -
Decision Reference DRN-3955428
8 Feb 2023 Revolut Ltd UpheldBanking and PaymentsDRN-3955428 The complaint Mr M has complained that Revolut Ltd won’t refund transactions he says he didn’t make or otherwise authorise. What happened In September 2022, Mr M was mugged and his phone was taken. Around £900 was then spent from his Revolut account. Mr M explained the muggers ... (4 pages)View decision -
Decision Reference DRN-3904068
8 Feb 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3904068 The complaint Mr H complains Barclays Bank UK PLC didn’t handle three complaints he made as separate issues. He also complains about three instances of poor customer service to which these complaints relate. What happened Mr H has a Barclays account and has been a customer for ... (2 pages)View decision
