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-3463754
22 Jun 2022 TSB Bank plc UpheldBanking and PaymentsDRN-3463754 The complaint Mr R complains that TSB Bank PLC didn’t provide adequate support for him when he asked for help with his gambling problem and they then closed his account. What happened Mr R had a current account with TSB. In August 2021 there was a fraud alert on Mr R’s account... (3 pages)View decision -
Decision Reference DRN-3555742
22 Jun 2022 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-3555742 The complaint Ms P is unhappy that Marks & Spencer Financial Service Plc (“M&S”) approved her for a credit account and later increases the credit limit on that account, as she feels that all provisions of credit were unaffordable for her at those times. What happened In... (7 pages)View decision -
Decision Reference DRN-3332199
22 Jun 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3332199 The complaint Miss C says NewDay Ltd, trading as Aqua, irresponsibly lent to her. What happened Miss C applied for a credit card in March 2017. It was approved with a limit of £1,200 and she was given five subsequent credit limit increases by NewDay. The first increase in July ... (3 pages)View decision -
Decision Reference DRN-3546343
22 Jun 2022 Avantcredit Of Uk, Llc UpheldConsumer CreditDRN-3546343 The complaint Ms R complains through her representative that AvantCredit lent her money on a high cost loan which she was unable to afford to repay. What happened AvantCredit provided Ms R with a loan for £500 on 15 July 2015, repayable at the rate of around £21 a month over 60... (3 pages)View decision -
Decision Reference DRN-3458638
22 Jun 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3458638 The complaint Miss J’s complaint is about two credit cards that she says were irresponsibly lent by NewDay Ltd. What happened The details of this complaint are well known to both parties, and have been summarised by our investigator, so I won’t repeat them again here. The facts... (3 pages)View decision -
Decision Reference DRN-3551998
22 Jun 2022 Objective Wealth Ltd UpheldMortgagesDRN-3551998 The complaint Mr G and Mrs A’s complaint about Objective Wealth Ltd (OW) relates to their applications for two mortgages; a let to buy mortgage and a standard repayment mortgage. In making the applications the mortgage adviser (MA) made an error resulting in there being a defic... (5 pages)View decision -
Decision Reference DRN-3503592
22 Jun 2022 Assurant General Insurance Limited UpheldInsuranceDRN-3503592 The complaint Mr T’s complaint is about the refusal of his claim under a mobile phone insurance policy with Assurant General Insurance Limited. What happened I issued a provisional decision on this matter in April 2022, the main parts of which are copied below: “In March 2021,... (5 pages)View decision -
Decision Reference DRN-3502236
22 Jun 2022 Fleet Mortgages Ltd UpheldMortgagesDRN-3502236 The complaint A complains that Fleet Mortgages Ltd (Fleet) unfairly declined its request for a second covid related mortgage payment deferral. What happened In 2018, A took a buy-to-let mortgage with Fleet for approximately £600,000, on an interest only basis, for a term of 15 ... (3 pages)View decision -
Decision Reference DRN-3139451
22 Jun 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3139451 The complaint Mr M complains about the advice given by Portal Financial Services LLP (‘Portal’) in relation to a defined-benefit (‘DB’) occupational pension scheme that he held with his former employer. Portal processed the transfer of Mr M’s DB scheme benefits to a personal pe... (8 pages)View decision -
Decision Reference DRN-3504542
22 Jun 2022 Santander UK Plc UpheldMortgagesDRN-3504542 The complaint Miss K complains that Santander UK Plc continued to report her mortgage account to the credit reference agencies after she was no longer liable for the debt following her bankruptcy. What happened Miss K took out a joint mortgage with Santander in 2006. She was de... (4 pages)View decision
