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 121876 results
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Decision Reference DRN-3601314
19 Jul 2022 First Complete Ltd UpheldInvestmentsDRN-3601314 The complaint Mr and Ms I complain that First Complete Ltd trading as PRIMIS Mortgage Network (‘First Complete’) made mistakes when completing a critical illness policy application on their behalf. What happened Mr I and his wife Ms I had an established relationship with First ... (7 pages)View decision -
Decision Reference DRN-3435584
19 Jul 2022 Avantcredit Of Uk, Llc UpheldConsumer CreditDRN-3435584 The complaint Miss S complains that AvantCredit of UK, LLC have sold her debt and adverse information has been added to her credit file. What happened Miss S had a complaint against Avant for unaffordable lending upheld. Miss S agreed a repayment plan for the capital amount of ... (3 pages)View decision -
Decision Reference DRN-3565709
18 Jul 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3565709 The complaint Mr M complains about Bank of Scotland plc trading as Halifax, decision to review and subsequently close his account. What happened In February 2020, Halifax blocked Mr M’s account. Mr M said this caused him stress and anxiety and he wasn’t able to make payments or... (2 pages)View decision -
Decision Reference DRN-3601977
18 Jul 2022 Erudio Student Loans Limited UpheldConsumer CreditDRN-3601977 The complaint Miss M has complained that Erudio Student Loans Limited defaulted her accounts after writing to the wrong address. What happened Miss M has two mortgage-style student loans with Erudio. Certain aspects of them, such as deferment, have been managed by the Student L... (4 pages)View decision -
Decision Reference DRN-3578130
18 Jul 2022 Capital One (Europe) plc UpheldBanking and PaymentsDRN-3578130 The complaint Mr B complains that Capital One (Europe) plc won’t refund payments he made for goods that were not received. What happened In April 2020, Mr B contacted Capital One and disputed a transaction for £16.45 he’d made for a purchase on an online auction website and a t... (4 pages)View decision -
Decision Reference DRN-3601932
18 Jul 2022 Bank of Scotland Plc UpheldMortgagesDRN-3601932 The complaint Mr and Mrs G complain about poor service by Bank of Scotland plc (trading as Halifax) when they asked about extending the term of their mortgage. They ask for more compensation. What happened Mr and Mrs G took out a mortgage with Halifax in 2017, most of which was... (2 pages)View decision -
Decision Reference DRN-3551227
18 Jul 2022 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3551227 The complaint Ms C complains about Casualty & General Insurance Company (Europe) Ltd (CG) rejecting a claim under her pet insurance policy for treatment to her dog, because it was overweight. References to CG include their agents who administer the policy. What happened Ms ... (4 pages)View decision -
Decision Reference DRN-3545614
18 Jul 2022 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-3545614 The complaint Mr H is complaining that BMW Financial Services(GB) Limited (BMWFS) has charged an additional payment after he had a six-month payment deferral on his hire purchase agreement. What happened In December 2018 Mr H entered into a hire purchase agreement through BMWFS... (4 pages)View decision -
Decision Reference DRN-3598555
18 Jul 2022 Lighthouse Advisory Services Limited UpheldPensions and AnnuitiesDRN-3598555 The complaint Mr W complains that advice given to him by Lighthouse Advisory Services Limited (“LCL”) about his pension savings in 2014 was based on a fundamental misunderstanding of the regulations concerning the application of lifetime allowances (“LTA”). And he further compl... (5 pages)View decision -
Decision Reference DRN-3600025
18 Jul 2022 FirstRand Bank Limited UpheldConsumer CreditDRN-3600025 The complaint Mr P complains that FirstRand Bank Limited trading as Motonovo Finance unfairly applied adverse information to his credit file in regard to his hire purchase agreement. What happened Mr P entered into a hire purchase agreement with MotoNovo in October 2017 to acqu... (3 pages)View decision
