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 119592 results
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Decision Reference DRN-3573912
1 Jul 2022 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-3573912 The complaint Miss C complains that Shop Direct Finance Company, (“Shop Direct”), lent to her irresponsibly. What happened in June 2007 with an initial credit limit of £200. The second was opened in December 2009 with an initial credit limit of £1,000. The credit limit on each ... (4 pages)View decision -
Decision Reference DRN-3566005
1 Jul 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3566005 The complaint Miss M complains that NewDay Ltd lent irresponsibly when it approved two credit cards in her name and went on to increase the credit limit. What happened In August 2016 Miss M applied for an Aqua credit card with NewDay. Miss M said she was a tenant, single and a... (3 pages)View decision -
Decision Reference DRN-3559657
1 Jul 2022 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-3559657 The complaint Ms A has complained that Marks & Spencer Financial Services Plc irresponsibly lent to her by increasing her credit limit on a credit card. What happened Ms A opened a credit card account with Marks & Spencer in February 2020. Her credit limit was initially... (3 pages)View decision -
Decision Reference DRN-3568387
1 Jul 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3568387 The complaint Mr M has complained about the advice he received from Portal Financial Services LLP (“Portal”) to transfer his personal pension to a self-invested personal pension in 2014. He says the advice was unsuitable, not least because Portal also advised him to invest his ... (7 pages)View decision -
Decision Reference DRN-3550061
1 Jul 2022 U K Insurance Limited UpheldInsuranceDRN-3550061 The complaint Ms B complains that U K Insurance Limited trading as Green Flag mishandled her breakdown insurance policy. Where I refer to Green Flag, I include employees and others insofar as I hold Green Flag responsible for their acts or omissions. What happened For the year ... (3 pages)View decision -
Decision Reference DRN-3552024
1 Jul 2022 U K Insurance Limited UpheldInsuranceDRN-3552024 The complaint Ms H has complained about U K Insurance Limited (UKI) trading as Churchill. She isn’t happy about the way it dealt with a claim under her buildings insurance policy. What happened I looked at this case and provided my initial thoughts in my provisional decision as... (3 pages)View decision -
Decision Reference DRN-3263328
1 Jul 2022 1plus1 Loans Limited UpheldConsumer CreditDRN-3263328 The complaint Mr I says 1Plus1 Loans Limited (1Plus1) irresponsibly lent to him. What happened This complaint is about a Guarantor loan taken out by Mr I in December 2016 with 1Plus1. The loan was for £4500 and Mr I agreed to repay over 60 months. Our investigator upheld Mr I’s... (3 pages)View decision -
Decision Reference DRN-3570787
1 Jul 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3570787 The complaint Mrs L brings a complaint on behalf of the estate of Mr C. She complains HSBC UK Bank Plc didn’t prevent Mr C from losing money to a scam. What happened Mr C was disabled, and his wife used to help manage the household finances. She passed away and the bank were no... (6 pages)View decision -
Decision Reference DRN-3573215
1 Jul 2022 Nationwide Building Society UpheldConsumer CreditDRN-3573215 The complaint Mr M has complained about how Nationwide Building Society (“Nationwide”) handled a Covid-related payment deferral on his personal loan and about the level of service provided. What happened I issued a provisional decision. I said: “I’ve considered all the availabl... (3 pages)View decision -
Decision Reference DRN-3564420
1 Jul 2022 Nationwide Building Society UpheldBanking and PaymentsDRN-3564420 The complaint Mr M is unhappy about the level of compensation he received from Nationwide Building Society (“NW”) when its systems failed to update to show his account was within its overdraft limit. What happened Mr M held a graduate account with NW. The account came with an o... (2 pages)View decision
