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 119142 results
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Decision Reference DRN-3344677
4 May 2022 National House-Building Council UpheldInsuranceDRN-3344677 The complaint Mr H and Miss C complain that National House-Building Council (“NHBC”) have unfairly handled a claim under their building warranty. Mr H has led this complaint with our Service, so I’ll mainly refer to him throughout. What happened The background of this complaint... (4 pages)View decision -
Decision Reference DRN-3448383
4 May 2022 Bank of Scotland Plc UpheldMortgagesDRN-3448383 The complaint Mr N complains delays in Bank of Scotland plc trading as Birmingham Midshires (BM) providing confirmation they’d allow the charge over his property to be released if he sold it at a shortfall, has caused him financial loss. Mr N is represented in this complaint by... (4 pages)View decision -
Decision Reference DRN-2707868
4 May 2022 Better Retirement Group Ltd UpheldPensions and AnnuitiesDRN-2707868 The complaint Mrs H complains about the advice given by Better Retirement Group Ltd trading as Fiducia Prosperity (BRG) to transfer the benefits from her defined-benefit (‘DB’) occupational pension scheme to a personal pension. She says the advice was unsuitable for her and bel... (8 pages)View decision -
Decision Reference DRN-3324796
4 May 2022 Gain Capital UK Limited UpheldInvestmentsDRN-3324796 The complaint Mr D is represented by his lawyer. He seeks compensation for financial loss that he says resulted directly from Gain Capital UK Limited (‘Gain’) – Erroneously under-calculating and applying the margin required for US S&P 500 Options trades he opened between 3... (7 pages)View decision -
Decision Reference DRN-3407379
4 May 2022 We Fight Any Claim Limited UpheldClaims ManagementDRN-3407379 The complaint Mr W and Mrs W complain about We Fight Any Claim Limited (WFAC) and their decision to invoice them for a settlement fee following a successful claim for mis-sold Payment Protection Insurance (PPI) that was paid out in 2016. Mr W and Mrs W are also unhappy with WFA... (4 pages)View decision -
Decision Reference DRN-3295640
4 May 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3295640 The complaint Mr F complains that Monzo Bank Ltd won’t refund the money he lost when he was the victim of a scam. What happened Mr F was called by someone claiming to be an investment broker and asked if he wanted to make money from bitcoin. Unfortunately, we now know the calle... (5 pages)View decision -
Decision Reference DRN-3322955
3 May 2022 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-3322955 The complaint Mr N complains that a car acquired with finance from Santander Consumer (UK) Plc trading as Santander Consumer Finance wasn’t of satisfactory quality. What happened In November 2020 Mr N was supplied with a car and entered into a conditional sale agreement with Sa... (3 pages)View decision -
Decision Reference DRN-3458054
3 May 2022 Barclays Bank UK PLC UpheldMortgagesDRN-3458054 The complaint Mr D’s complaint about Barclays Bank UK PLC (Barclays) relates to their decision not to refund an overpayment made he made to his mortgage account, and also the application of a Final Repayment Charge (FRC) when he redeemed his mortgage early. What happened Mr D h... (3 pages)View decision -
Decision Reference DRN-3362634
3 May 2022 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-3362634 The complaint Mrs E complains that a car acquired with finance from Moneybarn No 1 Limited wasn’t of satisfactory quality. What happened In February 2021 Mrs E was supplied with a car and entered into a conditional sale agreement with Moneybarn. At the point of supply the car w... (3 pages)View decision -
Decision Reference DRN-3437202
3 May 2022 British Gas Insurance Limited UpheldInsuranceDRN-3437202 The complaint Mr H is unhappy with the service he has received from British Gas Insurance Limited (British Gas) under his home emergency policy. What happened Mr H took out a home emergency policy with British Gas in November 2020, which included an annual boiler service. Mr H ... (3 pages)View decision
