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-3765388
25 Oct 2022 Kingsfleet Wealth Limited UpheldPensions and AnnuitiesDRN-3765388 The complaint Mrs D complains that Kingsfleet Wealth Limited’s poor service and advice from December 2019 onwards resulted in her pension suffering a significant financial loss. What happened I issued my provisional decision on this complaint on 19 August 2022. The background a... (11 pages)View decision -
Decision Reference DRN-3573188
25 Oct 2022 Barclays Bank UK PLC UpheldMortgagesDRN-3573188 The complaint Ms H and Mr W complain about their mortgage with Barclays Bank UK PLC. They complain Barclays misled them about the term of the mortgage, and didn’t return the property deeds when it was paid off. What happened Ms H and Mr W have had a number of mortgages. The one... (5 pages)View decision -
Decision Reference DRN-3673456
25 Oct 2022 QIC Europe Ltd UpheldInsuranceDRN-3673456 The complaint Miss B and Mr L have complained about QIC Europe Ltd turning down their claim under their home insurance policy for storm damage to their home and garden fence. The claim was handled by QIC’s claim handling agent, who I’ll refer to as TC. What happened Miss B and ... (3 pages)View decision -
Decision Reference DRN-3140780
25 Oct 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3140780 The complaint In summary, Mr R complains that the advice provided by Portal Financial Services LLP to transfer a personal pension into a self-invested personal pension (SIPP) was unsuitable. In bringing his complaint, Mr R is represented by a claims management company (CMC). Wh... (8 pages)View decision -
Decision Reference DRN-3729190
25 Oct 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3729190 The complaint Mr W says NewDay Ltd trading as Aqua (“NewDay Ltd”) irresponsibly lent to him. He has requested that the interest and late payment charges he paid be refunded. What happened This complaint is about a credit card taken out on 24 August 2013 with an initial credit l... (3 pages)View decision -
Decision Reference DRN-3731859
24 Oct 2022 HBL BANK UK LIMITED UpheldBanking and PaymentsDRN-3731859 The complaint Mr R has complained that HBL BANK UK LIMITED (also known as Habib Bank Limited) won’t refund transactions he says he didn’t make or otherwise authorise. What happened Both sides are most familiar with the case, so I’ll summarise things in brief. In November 2020, ... (4 pages)View decision -
Decision Reference DRN-3714217
24 Oct 2022 Vauxhall Finance plc UpheldConsumer CreditDRN-3714217 The complaint Mr Y complains that a car acquired with finance from Vauxhall Finance plc (VF) wasn’t of satisfactory quality. What happened Mr Y was supplied with a car and entered into a conditional sale agreement with VF. Within a short time of getting the car, Mr Y experience... (3 pages)View decision -
Decision Reference DRN-3739627
24 Oct 2022 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-3739627 The complaint Mr P complains about how Lloyds Bank General Insurance Limited handled and settled a claim he made under his home insurance policy for storm damage. What happened Mr P holds a household insurance policy with Lloyds. In mid-February 2022, he said there was a storm.... (4 pages)View decision -
Decision Reference DRN-3755305
24 Oct 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3755305 The complaint X is complaining Barclays Bank UK PLC (t/a Barclaycard) hasn’t refunded an amount he paid for an excursion abroad. He brings the claim under Section 75 of the Consumer Credit Act 1974 (‘Section 75’). What happened In February 2020 X bought a package for him, his w... (3 pages)View decision -
Decision Reference DRN-3771087
24 Oct 2022 Secure Trust Bank Plc UpheldBanking and PaymentsDRN-3771087 The complaint Mr A is unhappy that Secure Trust Bank Plc (“STB”) incorrectly reported his tax liability. What happened STB wrote to Mr A and explained they’d reported incorrect information to HMRC which had potentially affected his tax liability. Mr A wasn’t happy about this, s... (2 pages)View decision
