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-3542977
22 Jul 2022 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-3542977 The complaint Mr E complains that Mercedes-Benz Financial Service Limited (MBFS) applied charges unfairly when his hire purchase agreement (HPA) came to an end. What happened Mr E acquired this car in May 2018. It was about four months old with less than 2,000 miles on the cloc... (4 pages)View decision -
Decision Reference DRN-3584663
22 Jul 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3584663 The complaint L, a limited company, complains that HSBC UK Bank Plc increased the interest rate on its overdraft, didn’t respond to its questions about this and delayed a refund of the fee. What happened L had an existing overdraft with HSBC. It received a letter about the rene... (3 pages)View decision -
Decision Reference DRN-3540215
22 Jul 2022 TSB Bank plc UpheldBanking and PaymentsDRN-3540215 The complaint B, a business partnership, complains about the service provided by TSB Bank plc when it was attempting to access its account online. What happened TSB opened an account for B in October 2021. There had been a number of service issues. This included B not being abl... (2 pages)View decision -
Decision Reference DRN-3609339
22 Jul 2022 Halifax Share Dealing Limited UpheldInvestmentsDRN-3609339 The complaint Mr W complains about Halifax Share Dealing Limited trading as IWeb (UK) Limited. He’s unhappy with the time taken to transfer money between his share dealing and ISA accounts, and also with the service he received when he subsequently complained. What happened Mr ... (4 pages)View decision -
Decision Reference DRN-3607802
22 Jul 2022 Barclays Bank UK PLC UpheldInvestmentsDRN-3607802 The complaint Mr and Mrs E complain they were given unsuitable advice by Barclays Bank UK PLC to invest in the Barclays Managed Growth fund. What happened I issued a provisional decision in Mr and Mrs E’s complaint and set out the background to the complaint and my provisional ... (6 pages)View decision -
Decision Reference DRN-3587287
22 Jul 2022 Capital One (Europe) plc UpheldBanking and PaymentsDRN-3587287 The complaint Mr R complains that Capital One (Europe) plc placed a marker at CIFAS the national fraud database. What happened Mr R says he has now discovered that the marker had been added in February 2019 when his account was closed. He says that this had affected his ability... (3 pages)View decision -
Decision Reference DRN-3492266
22 Jul 2022 WDP Insurance Limited UpheldInsuranceDRN-3492266 The complaint Mr M’s complaint is about WDP Insurance Limited’s refusal of his claim under his mobile phone insurance policy. What happened I issued a provisional decision on this matter in April 2022, the main parts of which are copied below: “In January 2021, Mr M made a clai... (4 pages)View decision -
Decision Reference DRN-3324429
22 Jul 2022 Vanguard Asset Management, Ltd UpheldInvestmentsDRN-3324429 The complaint Mr E is complaining about Vanguard Asset Management, Ltd because of the way it handled a request to transfer his ISA arrangements from a third-party provider, referred to as “the transferor”. Mr E is unhappy with the time it took to process the transfer and with t... (3 pages)View decision -
Decision Reference DRN-3610201
22 Jul 2022 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-3610201 The complaint Mr B complains about Liverpool Victoria Insurance Company Limited’s (LV) handling of his claim following an escape of water, under his buildings insurance policy. Any reference to LV includes its contractors and agents. What happened There was an escape of water f... (10 pages)View decision -
Decision Reference DRN-3473068
22 Jul 2022 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-3473068 The complaint Miss G complains that Mercedes-Benz Financial Services UK Limited (“MBFS”) have treated her unfairly in relation to a hire purchase agreement. What happened In February 2017, Miss G acquired a new car using a hire purchase agreement from MBFS. The cash price of th... (3 pages)View decision
