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 123872 results
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Decision Reference DRN-3685065
26 Oct 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3685065 The complaint Mr H complains about the advice given by Portal Financial Services LLP to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a self-invested personal pension (‘SIPP’). Portal processed the transfer of Mr H’s scheme benefits to the... (10 pages)View decision -
Decision Reference DRN-3774012
26 Oct 2022 TSB Bank plc UpheldBanking and PaymentsDRN-3774012 The complaint Mr O is unhappy that TSB Bank plc returned a duplicate payment made into his account in error back to the sender without any prior notice to him. What happened A payment of £481.98 was made into Mr O’s TSB account. However, the payment was duplicated by the sender... (3 pages)View decision -
Decision Reference DRN-3729367
26 Oct 2022 Vanguard Asset Management, Ltd UpheldInvestmentsDRN-3729367 The complaint Mr S complained about the service received by Vanguard Asset Management ltd (“Vanguard”). He said it was responsible for a delay in transferring a Junior ISA (JISA) to its platform, that resulted in him cancelling the request and causing him investment losses. Wha... (4 pages)View decision -
Decision Reference DRN-3600988
26 Oct 2022 Freemans Plc UpheldConsumer CreditDRN-3600988 The complaint Ms J, who is represented by a third party, says Freemans Plc (“Freemans”) irresponsibly lent to her. She has requested that the interest and late payment charges she paid on her accounts be refunded. What happened This complaint is about two catalogue shopping acc... (3 pages)View decision -
Decision Reference DRN-3769990
26 Oct 2022 Nutmeg Saving and Investment Limited UpheldInvestmentsDRN-3769990 The complaint Mr H complains that Nutmeg Saving and Investment Limited made an error that meant he missed out on his ISA allowance for 2019/2020 for £20,000. What happened Mr H holds an investment account with Nutmeg. On 1 April 2020 he asked Nutmeg if the £20,000 he’d deposite... (4 pages)View decision -
Decision Reference DRN-3773389
26 Oct 2022 Barclays Bank UK PLC UpheldMortgagesDRN-3773389 The complaint Mr K and Mrs K complain Barclays Bank UK PLC failed to provide accurate information regarding arrears on their mortgage account; about the impact of the arrears on their credit files; and about the service Barclays provided when they contacted them to resolve thei... (6 pages)View decision -
Decision Reference DRN-3678277
26 Oct 2022 Omni Capital Retail Finance Limited UpheldConsumer CreditPage 1 of 5The complaint Mr S complains that Omni Capital Finance Limited unfairly declined his claim under section 75 of the Consumer Credit Act 1974 for a shed he’d acquired under a fixed sum loan which he says wasn’t of satisfactory quality. What happened In January 2022 Mr S entered in... (5 pages)View decision -
Decision Reference DRN-3764429
26 Oct 2022 DAS Legal Expenses Insurance Company Limited UpheldInsuranceDRN-3764429 The complaint Mr T complains about delays by DAS Legal Expenses Insurance Company Limited in dealing with a claim under legal expenses insurance cover. What happened Mr T is represented by a family member but for clarity I’ll refer to Mr T throughout. Mr T is the policyholder o... (3 pages)View decision -
Decision Reference DRN-3746531
26 Oct 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3746531 The complaint Ms H complains that Barclays Bank UK PLC (trading as Barclaycard) incorrectly suspended her credit card account. What happened Ms H says that she contacted Barclaycard in March 2022 to ask why she could not access her account. She says she was incredibly shocked t... (3 pages)View decision -
Decision Reference DRN-3454146
26 Oct 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3454146 The complaint Miss D complains that NewDay Ltd, trading as Aqua, should not have agreed her credit card application or increased her credit limit as the lending was both unaffordable and irresponsible. What happened Miss D is represented in this complaint. However, for the sake... (5 pages)View decision
