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 121115 results
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Decision Reference DRN-3551930
25 Aug 2022 Shawbrook Bank Limited UpheldConsumer CreditDRN-3551930 The complaint Mr V complains that Shawbrook Bank Limited (“Shawbrook”), has rejected the claim he made under section 75 of the Consumer Credit Act 1974 (“the Act”) in relation to a solar panel system he says were misrepresented to him by the supplier. What happened In or around... (7 pages)View decision -
Decision Reference DRN-3639402
25 Aug 2022 Bank of Scotland Plc UpheldMortgagesDRN-3639402 The complaint Mr Y complains about Bank of Scotland plc’s handling of a missed mortgage payment. What happened Mr Y has a mortgage with Bank of Scotland. Monthly payments were taken by direct debit from Mr Y’s bank account. In December 2021, Bank of Scotland were unable to coll... (2 pages)View decision -
Decision Reference DRN-3623585
25 Aug 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3623585 The complaint Mr M complains about the advice he received from Portal Financial Services LLP (‘Portal’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme (‘OPS’) to a self-invested personal pension plan (‘SIPP’). He says the advice was unsuita... (9 pages)View decision -
Decision Reference DRN-3668248
25 Aug 2022 ITI Capital Limited UpheldInvestmentsDRN-3668248 The complaint Mr A has complained about the delays he has experienced in trying to arrange for his two accounts to be transferred away from ITI Capital (‘ITI’) after his accounts were migrated over from a previous firm. ITI hasn’t responded to any of his correspondence or phone... (6 pages)View decision -
Decision Reference DRN-3426922
25 Aug 2022 LeasePlan UK Limited UpheldConsumer CreditDRN-3426922 The complaint Mr H complains about the amount LeasePlan UK Limited trading as LeasePlan Go (LeasePlan) charged when he returned his vehicle. What happened Mr H entered into a hire agreement for a new vehicle with LeasePlan in September 2019. In 2020 Mr H applied for and was gi... (3 pages)View decision -
Decision Reference DRN-3497546
25 Aug 2022 Ocaso SA, Compania de Seguros y Reaseguros UpheldInsuranceDRN-3497546 The complaint Mr H complains about the way his claim for damage caused by an ingress of water to his property was handled by Ocaso SA, Compania de Seguros Reaseguros (“Ocaso”). All references to Ocaso in this decision include its appointed agents. What happened M H made a claim... (3 pages)View decision -
Decision Reference DRN-3624993
25 Aug 2022 Barclays Bank UK PLC UpheldMortgagesDRN-3624993 The complaint Mr L’s complaint is about an offset mortgage Mr L holds with Barclays Bank UK PLC and Barclays’ failure to include all Mr L’s savings accounts when offsetting mortgage interest. What happened I will summarise the complaint in less detail than it’s been presented. ... (2 pages)View decision -
Decision Reference DRN-3667003
25 Aug 2022 Aviva Insurance Limited UpheldInsuranceDRN-3667003 The complaint Mr and Mrs W have complained about the way Aviva Insurance Limited and their agents handled their claim under their home insurance policy for damage to the drains at their home and an escape of water in their bathroom. What happened Mr and Mrs W contacted Aviva’s ... (3 pages)View decision -
Decision Reference DRN-3667040
25 Aug 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3667040 The complaint Miss T says NewDay Ltd, trading as Aqua, irresponsibly lent to her. What happened Miss T applied for a credit card in November 2015. It was approved with a limit of £300 and she was given six subsequent credit limit increases by NewDay. The first increase in May 2... (4 pages)View decision -
Decision Reference DRN-3598468
25 Aug 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3598468 The complaint Mr S has complained about advice he was given by one of Portal Financial Services LLP’s advisors to switch his personal pension to a self-invested personal pension (“SIPP”). Mr S is represented in this matter by a third party – who I will refer to as “E”. What hap... (7 pages)View decision
