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 121074 results
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Decision Reference DRN-3574525
4 Sep 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3574525 The complaint Mrs K complains NewDay Ltd (NewDay) irresponsibly increased the credit limits on her three credit card accounts. What happened Mrs K held three credit card accounts with NewDay under different brand names. Mrs K says despite the fact she had been in persistent deb... (4 pages)View decision -
Decision Reference DRN-3682395
2 Sep 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3682395 The complaint Miss O complains about the service received from Everyday Lending Limited, trading as Trusttwo (‘ELL’) when they reported a default on a guarantor loan. What happened The background to this complaint is well known to both Miss O and ELL. I won’t repeat in detail w... (4 pages)View decision -
Decision Reference DRN-3423176
2 Sep 2022 London & Colonial Services Limited UpheldPensions and AnnuitiesDRN-3423176 The complaint Miss Q complains that London & Colonial Services Limited (‘L&C’) shouldn’t have accepted her application for a Self-Invested Personal Pension (‘SIPP’) from The Alliance Partnership s.r.o. (‘TAP’). Miss Q complains that TAP was unregulated and that insuffic... (28 pages)View decision -
Decision Reference DRN-3249092
2 Sep 2022 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-3249092 The complaint Mr H complains that Scottish Equitable Plc, trading as Aegon, delayed a transfer from a Group Personal Pension (GPP) he held with it, to a Self Invested Personal Pension (SIPP), he had also set up with Aegon. As a result of the delays Mr H says he was out of a ris... (5 pages)View decision -
Decision Reference DRN-3593831
2 Sep 2022 Vauxhall Finance plc UpheldConsumer CreditDRN-3593831 The complaint Mr M acquired a used car in October 2021, by means of a conditional sale agreement with Vauxhall Finance plc. He complains that the car was misrepresented to him. He wants Vauxhall to unwind his agreement, and to agree that the car should be rejected. What happen... (3 pages)View decision -
Decision Reference DRN-3637866
2 Sep 2022 Metro Bank PLC UpheldConsumer CreditDRN-3637866 The complaint Mr K complains that RateSetter, for which Metro Bank PLC is the owning company, is holding him liable for a loan in his name which he says he did not consent to. For simplicity, I will refer to Metro Bank PLC as RateSetter in my decision. What happened The circums... (3 pages)View decision -
Decision Reference DRN-3651835
2 Sep 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3651835 The complaint Mr J is unhappy that Royal & Sun Alliance Insurance Limited (“RSA”) intends to reduce the amount it will pay for a claim he made on his landlord insurance policy. What happened The circumstances of this complaint aren’t in dispute, so I’ll summarise the key po... (6 pages)View decision -
Decision Reference DRN-3191163
2 Sep 2022 Advanced Payment Solutions Limited UpheldBanking and PaymentsDRN-3191163 The complaint Mr and Mrs M, in their capacity as the directors of a limited company I’ll refer to as T, complain that Advanced Payment Solutions trading as Cashplus won’t refund transactions they didn’t authorise. What happened The full details of this complaint are well known ... (3 pages)View decision -
Decision Reference DRN-3681946
2 Sep 2022 National Savings and Investments UpheldBanking and PaymentsDRN-3681946 The complaint Mr M is unhappy that National Savings and Investments (“NS&I”) won’t honour the balances showing in old passbooks that he found. What happened Mr M found two old NS&I passbooks that showed balances of £50 and £20 respectively. Mr M asked NS&I to pay hi... (2 pages)View decision -
Decision Reference DRN-3650617
2 Sep 2022 MotoNovo Finance Limited UpheldConsumer CreditDRN-3650617 The complaint Mr W complains about the quality of a van he has been financing through an agreement with MotoNovo Finance Limited (“MotoNovo”). What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead I’ll focus on gi... (3 pages)View decision
