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-3571234
30 Jun 2022 Quilter Financial Services Ltd UpheldInvestmentsDRN-3571234 The complaint Mr C complains, with the help of a representative, that Westbury Capital Partners Ltd an appointed representative (AR) of Quilter Financial Services Ltd trading as Intrinsic Wealth Management (Quilter) gave him unsuitable advice to switch part of his pension to a ... (19 pages)View decision -
Decision Reference DRN-3085014
30 Jun 2022 Nationwide Building Society UpheldBanking and PaymentsDRN-3085014 The complaint Mr S complains that Nationwide Building Society made a number of mistakes transferring his ISA to another provider after it matured, causing him to lose out and worry and stress. What happened Mr S has a stock and shares ISA with Nationwide. Mr S asked Nationwide ... (3 pages)View decision -
Decision Reference DRN-3236867
30 Jun 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3236867 The complaint Miss T complains about issues she had accessing her HSBC UK Bank Plc (‘HSBC’) account online and about how HSBC dealt with her concerns. What happened Miss T was an account holder of HSBC and was having problems accessing her account online. The issues Miss T was ... (4 pages)View decision -
Decision Reference DRN-3559214
30 Jun 2022 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-3559214 The complaint Mrs G complains about advice given by St James’ Place Wealth Management Plc (“SJP”) to invest in an Enterprise Investment Scheme (“EIS”). Mrs G says the advice was unsuitable, in particular it was too high risk and SJP misled her about the timescale for investment... (10 pages)View decision -
Decision Reference DRN-3559205
30 Jun 2022 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-3559205 The complaint Mr G complains about advice given by St James’ Place Wealth Management Plc (“SJP”) to invest in an Enterprise Investment Scheme (“EIS”). Mr G says the advice was unsuitable, in particular it was too high risk and SJP misled him about the timescale for investment. ... (10 pages)View decision -
Decision Reference DRN-3459673
30 Jun 2022 Capital One (Europe) plc UpheldBanking and PaymentsDRN-3459673 The complaint Mr S complains about the way a Capital One (Europe) plc adviser spoke to him during a phone call, and the issues he encountered when he asked for a copy of the call. What happened In May 2021, Mr S called Capital One to ask for an update on a credit card applicati... (3 pages)View decision -
Decision Reference DRN-3414922
30 Jun 2022 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-3414922 The complaint Mrs B is unhappy with how Volkswagen Financial Services (UK) Limited (VWFS) dealt with her request for assistance as a result of the Coronavirus (Covid-19) pandemic. What happened On 27 June 2019, Mrs B was supplied with a car through a hire purchase agreement wit... (4 pages)View decision -
Decision Reference DRN-3335451
30 Jun 2022 Morses Club PLC UpheldConsumer CreditDRN-3335451 The complaint Mr B, through his representative, complains that Morses Club PLC lent to him when he could not afford to repay the loans. What happened Using information from Morses, here is a brief table of the approved loans. Loan Number Date Taken Date Repaid Instalments (week... (5 pages)View decision -
Decision Reference DRN-3572027
30 Jun 2022 PSA Finance UK Limited UpheldConsumer CreditDRN-3572027 The complaint Mr G complains that a vehicle hire agreement with PSA Finance UK Limited was mis- sold. What happened In 2018 Mr G entered a hire agreement with PSA to acquire a new car. He says that when he took out the agreement he was told it included maintenance. He says he w... (8 pages)View decision -
Decision Reference DRN-3267544
30 Jun 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3267544 The complaint A charity, which I’ll refer to as R, complains that National Westminster Bank Plc unreasonably delayed opening a bank account. Mr C, who is a trustee of R, complains on its behalf. What happened NatWest told us: R initially applied to open a bank account in Janua... (2 pages)View decision
