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-3423784
17 Aug 2022 Metro Bank PLC UpheldBanking and PaymentsDRN-3423784 The complaint Mr M complains that Metro Bank PLC won’t refund the money he lost after falling victim to a vehicle purchase scam. What happened The circumstances of this complaint are well known to both parties, so I will summarise them here. Briefly, Mr M found a utility vehicl... (4 pages)View decision -
Decision Reference DRN-3627552
17 Aug 2022 Fairmead Insurance Limited UpheldInsuranceDRN-3627552 The complaint Mr M has complained about the way Fairmead Insurance Limited dealt with a claim he made for storm damage to a roof under his home buildings insurance policy. All reference to the insurer Fairmead in my decision includes its agents. What happened Mr M made a claim ... (3 pages)View decision -
Decision Reference DRN-3653430
17 Aug 2022 Nationwide Building Society UpheldBanking and PaymentsDRN-3653430 The complaint The estate of Mr S complains about the service provided by Nationwide Building Society. What happened Mr S had a current account with Power of Attorney (POA) arrangements before he passed away in August 2021. Mr R, a friend, and Mrs J, the late Mr S’ daughter, wer... (2 pages)View decision -
Decision Reference DRN-3458087
17 Aug 2022 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-3458087 The complaint Mrs S is unhappy that a car supplied to her under a hire purchase agreement with BMW Financial Services (GB) Limited trading as Aston Martin Financial Services (BMW) was of an unsatisfactory quality. She’s also unhappy that interest was charged on a payment deferr... (5 pages)View decision -
Decision Reference DRN-3653749
17 Aug 2022 Barclays Bank UK PLC UpheldMortgagesDRN-3653749 The complaint Mr B and Mr M’s complaint is about the level of service they received when they made a mortgage application to Barclays Bank UK PLC in 2021. They have said they were told they would be eligible for rates available to premier banking customers, but when they applie... (6 pages)View decision -
Decision Reference DRN-3653599
17 Aug 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3653599 The complaint Miss M complains that Bank of Scotland plc, trading as Halifax, won’t reimburse the funds she lost when she fell victim to a cryptocurrency investment scam. What happened Miss M was looking for an investment opportunity and, in February 2020, was contacted by a re... (4 pages)View decision -
Decision Reference DRN-3400362
17 Aug 2022 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-3400362 The complaint Mr C complains that Aviva Life & Pensions UK Limited (Aviva) misrepresented to him the spouse’s benefits payable from his policy on death. What happened Mr C said his financial adviser received confirmation in 2012 that in the event of his death his long-term ... (3 pages)View decision -
Decision Reference DRN-3645190
17 Aug 2022 H.P.A.S. Limited UpheldConsumer CreditDRN-3645190 The complaint Miss G complains about H.P.A.S Limited, trading as Safestyle (U.K) (HPAS) and the data breach that saw some of her personal information sent to another customer in error. What happened In February 2022, Miss G was contacted by another customer of HPAS unknown to h... (3 pages)View decision -
Decision Reference DRN-3614371
17 Aug 2022 TSB Bank plc UpheldBanking and PaymentsDRN-3614371 The complaint Mr K complains that TSB Bank plc blocked his account and refused to release his funds. Mr K would like substantial compensation. What happened Mr K had an account with TSB. On 20 October 2020 Mr K received an HMRC payment into the account of £3,119. TSB requested ... (3 pages)View decision -
Decision Reference DRN-3429046
17 Aug 2022 Happy Customers Group Ltd UpheldConsumer CreditDRN-3429046 The complaint Mr P complains about a conditional sale agreement he has with Happy Customers Group Ltd trading as Pay As You Go Carpets (“HCGL”). What happened In September 2020 Mr P entered into a conditional sale agreement with HCGL. Under this agreement HCGL was meant to supp... (3 pages)View decision
