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 121668 results
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Decision Reference DRN-3678667
12 Sep 2022 Avantcredit Of Uk, Llc UpheldConsumer CreditDRN-3678667 The complaint Ms A complains that AvantCredit of UK, LLC lent her a loan she couldn’t afford. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in dispute, so I’ll focus on giving the reasons for my ... (2 pages)View decision -
Decision Reference DRN-3696605
12 Sep 2022 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-3696605 The complaint Mr T complained that Scottish Widows Limited (SW) wouldn’t return money he paid into his employer’s Group Personal Pension Plan (GPPP) in error. What happened Mr T said he didn’t want to join his employer’s GPPP but was enrolled under the Government’s opt in requi... (3 pages)View decision -
Decision Reference DRN-3696641
12 Sep 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3696641 The complaint Mrs F and Mr S are unhappy that HSBC UK Bank Plc has not refunded them after Mrs F was the victim of an HMRC impersonation scam. As a result, they lost £4,485 to the scammers with payments that debited their joint account on 7 April 2021. Whilst this was a joint a... (6 pages)View decision -
Decision Reference DRN-3694601
12 Sep 2022 Virgin Media Mobile Finance Limited UpheldConsumer CreditDRN-3694601 The complaint Mr D complains that Virgin Media Mobile Finance Limited (“Virgin Mobile”) has unfairly asked him to repay lending under an agreement he says he didn’t enter into. What happened In September 2020 Virgin Mobile sent Mr D a mobile phone. Virgin Mobile had provided a ... (3 pages)View decision -
Decision Reference DRN-3583634
12 Sep 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3583634 The complaint Mr C complains that Barclays Bank UK PLC, trading as Barclaycard (“Barclays”) provided him with credit he couldn’t afford to repay. What happened Barclays increased the credit limit on the credit card Mr C had with them to £1,600 in October 2016 and again to £2,00... (2 pages)View decision -
Decision Reference DRN-3311139
12 Sep 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3311139 The complaint Miss C complains that Barclays Bank UK PLC trading as Barclaycard and increased the limit on her credit card without adequately checking that she could afford the repayments. She further complains that Barclays refused to write off any part of the debt due to her ... (4 pages)View decision -
Decision Reference DRN-3661639
12 Sep 2022 Pensionhelp Limited UpheldPensions and AnnuitiesDRN-3661639 The complaint Mr B complains that Pensionhelp Limited acted unprofessionally when it withdrew from giving him advice about a pension transfer. What happened Mr B was a member of his former employer’s defined benefit (DB) occupational pension scheme. Around 12 February 2020, an ... (8 pages)View decision -
Decision Reference DRN-2949702
12 Sep 2022 Pepper (UK) Limited UpheldMortgagesDRN-2949702 The complaint Ms P’s complaint is about the administration of her mortgage with Pepper (UK) Limited trading as Engage Credit. She is unhappy with how much Pepper expected her to pay to the mortgage and arrears from March 2020, as it is more than the court set out she had to pay... (4 pages)View decision -
Decision Reference DRN-3696499
12 Sep 2022 AXA PPP Healthcare Limited UpheldInsuranceDRN-3696499 The complaint Mrs R complains that AXA PPP Healthcare Limited turned down her private medical insurance claim after leading her to believe it would be covered. What happened Mrs R held private medical insurance cover through her employer. Then in 2021, she transferred to an ind... (4 pages)View decision -
Decision Reference DRN-3460415
12 Sep 2022 Bank of Scotland Plc UpheldMortgagesDRN-3460415 The complaint Miss P complains that Bank of Scotland plc, trading as Halifax (“Halifax”) gave her incorrect information that led to a delay in her re-mortgaging her buy-to-let (“BTL”) property. What happened Miss P held a BTL mortgage for £102,000 with another lender. Her fixed... (3 pages)View decision
