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 120469 results
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Decision Reference DRN-3450461
6 Jun 2022 Black Horse Limited UpheldConsumer CreditDRN-3450461 The complaint Miss J complains that Black Horse Limited didn’t provide the support it should have when she experienced difficulties making her repayments due under her hire purchase agreement due to the Covid-19 pandemic. She says that had the correct support been provided she ... (3 pages)View decision -
Decision Reference DRN-3443474
6 Jun 2022 Kensington Mortgage Company Limited UpheldMortgagesDRN-3443474 The complaint Mr B complains about poor communication, delays and overcharging by Kensington when he wanted to make a change to his mortgage. What happened Mr B bought a property in 2015 with an interest only buy to let mortgage of around £400,000 from Kensington. In 2019 Mr B ... (3 pages)View decision -
Decision Reference DRN-3514792
6 Jun 2022 Yorkshire Building Society UpheldBanking and PaymentsDRN-3514792 The complaint Mr B complains that Yorkshire Building Society (YBS) made a mistake when he requested to transfer funds from his Cash ISA which resulted in him suffering a financial loss as well as distress and inconvenience. What happened Mr B asked to transfer £10,000 from his ... (3 pages)View decision -
Decision Reference DRN-3504563
6 Jun 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3504563 The complaint Mr P is unhappy that Bank of Scotland plc trading as Halifax (Halifax) won’t refund payments he made after falling victim to a scam. What happened In March 2020, Mr P was contacted via an online messaging website by a company I’ll refer to as O. O was offering Mr ... (6 pages)View decision -
Decision Reference DRN-3516275
5 Jun 2022 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-3516275 The complaint Mrs T complains that Marks & Spencer Financial Services plc (“M&S”) has refused to refund payments she made to what she believed was a legitimate binary options trading company (CFD1000). These payments were made using Mrs T’s M&S Mastercard credit ca... (5 pages)View decision -
Decision Reference DRN-3287085
3 Jun 2022 Specialist Motor Finance Limited UpheldConsumer CreditDRN-3287085 The complaint Mr A complains that Specialist Motor Finance Limited (“SMF”) irresponsibly granted him a loan he couldn’t afford to repay. What happened In February 2019, Mr A acquired a car and financed the deal through a hire purchase agreement with SMF. Mr A was required to ma... (2 pages)View decision -
Decision Reference DRN-2979042
2 Jun 2022 Madison CF UK Limited UpheldConsumer CreditDRN-2979042 The complaint Mr B says Madison CF Limited (trading as 118 118 Money) irresponsibly lent to him. What happened This complaint is about a two fixed term loans taken out by Mr B in 2016 with 118 118 Money. The details of these loans are: Loan Amount Date Months Repayment 1 £1650 ... (4 pages)View decision -
Decision Reference DRN-3496482
1 Jun 2022 One Insurance Limited UpheldInsuranceDRN-3496482 The complaint Mr P is unhappy that One Insurance Limited declined a claim on his breakdown cover. What happened In October 2021 Mr P called One Insurance to use his breakdown cover, which came with his motor policy, to request assistance. He had a flat tyre, caused by a punctur... (2 pages)View decision -
Decision Reference DRN-3238092
1 Jun 2022 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-3238092 The complaint Mr R complains that Tesco Personal Finance PLC (“Tesco Bank”) reported a missed payment on his credit card, following the bereavement of a close family member. What happened Mr R has a credit card account with Tesco Bank. In February 2021 Mr R sadly lost a close f... (4 pages)View decision -
Decision Reference DRN-3210589
1 Jun 2022 Phoenix Life Limited UpheldInvestmentsDRN-3210589 The complaint Mr and Mrs W complain on behalf of a trust they set up to hold an investment savings plan. Their complaint is about delays when surrendering the plan. Responsibility for that activity now sits with Phoenix Life Limited. What happened In response to this complaint,... (2 pages)View decision
