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 125400 results
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Decision Reference DRN-3792731
22 Nov 2022 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3792731 The complaint Ms G complains that Creation Consumer Finance Ltd unfairly requires her to repay lending it provided for goods which she says were returned. What happened Ms G purchased a mobile device from a retailer using finance provided by Creation. She then asked the retaile... (3 pages)View decision -
Decision Reference DRN-3820318
22 Nov 2022 Aviva Insurance Limited UpheldInsuranceDRN-3820318 The complaint Mr S has complained that Aviva Insurance Limited’s claim handling agent, who’ll I refer to as H, provided a poor service when handling a claim under his plumbing and drainage policy. What happened Mr S had a problem with his tap and called H for assistance. They a... (2 pages)View decision -
Decision Reference DRN-3817050
22 Nov 2022 Lloyds Bank PLC UpheldConsumer CreditDRN-3817050 The complaint Mr H says Lloyds Bank PLC irresponsibly lent to him. What happened Mr H took out a fixed sum loan in one of Lloyds’ branches in August 2015. The loan was for £12,000.75 to be repaid over 60 months. The monthly repayment was £225.33 and the total amount repayable w... (4 pages)View decision -
Decision Reference DRN-3763721
22 Nov 2022 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-3763721 The complaint Miss C is unhappy that Tesco Personal Finance plc, trading as Tesco Bank, (“Tesco Bank”), opened a credit card account for her and later increased her credit limit. What happened Miss C opened a credit card account with Tesco Bank in September 2017. Tesco Bank gav... (5 pages)View decision -
Decision Reference DRN-3804344
22 Nov 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3804344 The complaint Mrs J and Mr M complain Santander UK Plc sent statements to their old address and then restricted their account. Mrs J and Mr M are represented by their daughter, Miss M. What happened Mrs J and Mr M hold a joint savings account with Santander. Mrs J changed her a... (3 pages)View decision -
Decision Reference DRN-3664584
22 Nov 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3664584 The complaint Mr A is unhappy that Monzo Bank Ltd won’t refund the money he lost after he fell victim to a scam. What happened The circumstances which led to this complaint are well-known to both parties and have been clearly laid out in our Investigator’s view. So I won’t repe... (3 pages)View decision -
Decision Reference DRN-3270707
22 Nov 2022 Acumen Independent Financial Planning Limited UpheldPensions and AnnuitiesDRN-3270707 The complaint Mr G complains about the advice given by Acumen Independent Financial Planning Limited (‘Acumen’) to transfer the benefits he held in the British Steel Pension Scheme (‘BSPS’) to a personal pension. The BSPS is a defined benefit (‘DB’) occupational pension scheme.... (12 pages)View decision -
Decision Reference DRN-3819096
22 Nov 2022 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-3819096 The complaint Ms D complains that Marks & Spencer Financial Services Plc (M&S) marked her credit file with missed payment markers and should have agreed a second payment holiday. What happened Ms D had a credit card from M&S. Her income was affected by the Covid-19 ... (5 pages)View decision -
Decision Reference DRN-3502715
22 Nov 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3502715 The complaint Mrs C complains about Santander UK Plc’s (“Santander’s”) decision to reject a claim she made to them under section 75 of the Consumer Credit Act 1974 (“section 75”). What happened The details of this complaint are well known to both parties, so I won’t repeat them... (3 pages)View decision -
Decision Reference DRN-3362309
22 Nov 2022 Mulberry Wealth Management Limited UpheldPensions and AnnuitiesDRN-3362309 The complaint Mr T complains that Mulberry Wealth Management Limited (Mulberry) gave him unsuitable advice to transfer the benefits from his defined benefits (DB) pension scheme with British Steel (BSPS) to a personal pension (PP). Mr T is being represented by a third party, bu... (11 pages)View decision
