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-3766020
20 Oct 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3766020 The complaint Mr H complains that Barclays Bank UK PLC trading as Barclaycard provided him poor customer service when returning money to him. What happened Mr H had a Barclaycard credit card which was closed several years ago. Barclaycard wrote to him and they said he was owed ... (4 pages)View decision -
Decision Reference DRN-3731449
20 Oct 2022 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-3731449 The complaint Mrs P is unhappy that a car supplied to her under a hire agreement with Hitachi Capital (UK) Plc trading as Hitachi Capital Vehicle Solutions was of an unsatisfactory quality. What happened In December 2020, Mrs P was supplied with a new car through a hire agreeme... (4 pages)View decision -
Decision Reference DRN-3746614
20 Oct 2022 ReAssure Limited UpheldInvestmentsDRN-3746614 The complaint Mr J and Mrs J complain that ReAssure Limited mis-sold them a whole of life policy in 1989 and provided incorrect information about their premiums in 2020. What happened In 1989, Mr J and Mrs J met with a financial adviser of a business that has since been acquire... (3 pages)View decision -
Decision Reference DRN-3617933
20 Oct 2022 Barclays Bank UK PLC UpheldMortgagesDRN-3617933 The complaint Mrs S complains that Barclays Bank UK PLC was responsible for the delayed completion of her property purchase. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here in detail. Instead I’ll summarise the main ... (6 pages)View decision -
Decision Reference DRN-3633218
20 Oct 2022 The Royal London Mutual Insurance Society Limited UpheldPensions and AnnuitiesDRN-3633218 The complaint Mr C complains about the advice The Royal London Mutual Insurance Society Limited gave him to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension. He says the advice was unsuitable for him and believes this has c... (9 pages)View decision -
Decision Reference DRN-3609620
20 Oct 2022 Oplo HL Ltd UpheldConsumer CreditDRN-3609620 The complaint Miss K complains Oplo HL Ltd (then trading as 1 st Stop Home Loans Limited) irresponsibly provided her with a guarantor loan. What happened Miss K was approved for a loan with Oplo in September 2013. The loan was for £5,000 payable over 60 monthly instalments of a... (4 pages)View decision -
Decision Reference DRN-3682046
20 Oct 2022 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-3682046 The complaint Mrs D has complained that Sainsbury’s Bank Plc (“Sainsbury’s”) irresponsibly lent to her. What happened Mrs D opened a credit card account with Sainsbury’s in April 2003. Her credit limit was initially £500. Over the course of the next few years to September 2007 ... (3 pages)View decision -
Decision Reference DRN-3594994
20 Oct 2022 Target Servicing Limited UpheldMortgagesDRN-3594994 The complaint Mr T complains that Target Servicing Limited wouldn’t allow him to redeem his help to buy loan, which meant that the sale of his property fell through. What happened Mr T bought a flat with the assistance of the help to buy scheme in 2012. The help to buy scheme i... (24 pages)View decision -
Decision Reference DRN-3705753
20 Oct 2022 HSBC UK Bank Plc UpheldConsumer CreditDRN-3705753 The complaint Mrs O complains that HSBC UK Bank Plc hasn’t treated her fairly in relation to a loan. In particular, HSBC said she had to wait 40 days for an interest refund after she repaid the loan, and then said she didn’t meet criteria for the refund. What happened Mrs O too... (2 pages)View decision -
Decision Reference DRN-3607611
20 Oct 2022 Martin Aitken Financial Services Limited UpheldPensions and AnnuitiesDRN-3607611 The complaint Mrs M has complained that Martin Aitken Financial Services Limited (‘MAFS’) recommended she transfer the benefits held in an occupational defined-benefit (‘DB’) pension scheme to a self-invested personal pension (‘SIPP’). Part of the funds were subsequently invest... (6 pages)View decision
