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 120469 results
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Decision Reference DRN-3467766
11 Jul 2022 The Co-operative Bank Plc UpheldMortgagesDRN-3467766 The complaint Mrs S complains that Platform Funding Limited (“Platform”) acted irresponsibly when it gave her and her late husband (Mr W) an interest only mortgage. The Co-operative Bank Plc (“Co-op”) owns that mortgage now, so it is responsible for handling this complaint. Mrs... (5 pages)View decision -
Decision Reference DRN-3586729
11 Jul 2022 Equifax Limited UpheldConsumer CreditDRN-3586729 The complaint Mr H complains that Equifax Limited have incorrectly recorded searches. And that this has had an adverse effect on his credit file. What happened Mr H said he saw his credit score had dropped from around 500 to around 400, and that there were several hard searches... (3 pages)View decision -
Decision Reference DRN-3587988
11 Jul 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3587988 The complaint Mr S is a sole trader. He complains about the way National Westminster Bank Plc (“NatWest”) closed his business and personal accounts, and in particular that it took too long to release the money he held in them. What happened Mr S held a personal account and busi... (3 pages)View decision -
Decision Reference DRN-3587366
8 Jul 2022 London & Colonial Services Limited UpheldPensions and AnnuitiesDRN-3587366 The complaint Miss S’ representative complains about the due diligence London & Colonial Services Limited (‘L&C’) undertook before accepting Miss S’ application. Miss S’ representative complains that L&C didn’t have adequate procedures, systems and controls in place... (39 pages)View decision -
Decision Reference DRN-3520723
8 Jul 2022 Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. UpheldInsuranceDRN-3520723 The complaint Mrs and Mr N complain about Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A.’s (Mapfre) settlement of their travel insurance claim and about its service. My references to Mapfre include its agents. What happened Mrs and Mr N were due to go o... (3 pages)View decision -
Decision Reference DRN-3551753
8 Jul 2022 Blue Motor Finance Ltd UpheldConsumer CreditDRN-3551753 The complaint Mr A complains about a car supplied under a hire purchase agreement provided by Blue Motor Finance Ltd (‘BMF’). What happened On 28 December 2021 Mr A acquired a used car from a dealer. He paid a £1,000 deposit and covered the remaining balance with a hire purchas... (3 pages)View decision -
Decision Reference DRN-3428554
8 Jul 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3428554 The complaint Mr L complains HSBC UK Bank Plc (trading as first direct) won’t refund the money he lost when he fell victim to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts aren’t in dispute, so I... (3 pages)View decision -
Decision Reference DRN-3580622
8 Jul 2022 True Potential Wealth Management LLP UpheldPensions and AnnuitiesDRN-3580622 The complaint Mr P complains about the advice given by True Potential Wealth Management LLP (TP) to transfer the benefits from his defined benefit (DB) scheme with British Steel (BSPS) to a personal pension. He feels he has lost out as a result. What happened In March 2016, Tat... (7 pages)View decision -
Decision Reference DRN-3561501
8 Jul 2022 Aviva Insurance Limited UpheldInsuranceDRN-3561501 The complaint Mr S complains about the settlement Aviva Insurance Limited paid when he made a claim on his motor insurance policy following the theft of his leased car. He’s also unhappy with the delay in the claim which led to him incurring hire costs and further lease costs. ... (3 pages)View decision -
Decision Reference DRN-3339940
8 Jul 2022 Nationwide Building Society UpheldBanking and PaymentsDRN-3339940 The complaint Miss Z complains Nationwide Building Society (“Nationwide”) is refusing to refund her transactions she didn’t authorise. And that it blocked and withheld the funds in her account before closing it - and provided her with poor customer service. What happened From a... (5 pages)View decision
