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 123440 results
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Decision Reference DRN-3698601
13 Sep 2022 Creation Financial Services Limited UpheldBanking and PaymentsDRN-3698601 The complaint Mr P complains that Creation Financial Services Limited (“Creation”) reported his credit card account as closed on his credit file and then failed to respond to a dispute he raised through the credit reference agency. What happened Mr P holds a credit card account... (3 pages)View decision -
Decision Reference DRN-3685529
13 Sep 2022 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-3685529 The complaint Mr F complains about charges BMW Financial Services (GB) Limited (“BMWFS”), trading as Alphera Financial Services, have asked him to pay on the return of a car he had been leasing through them. What happened The details of this complaint are well known to both par... (2 pages)View decision -
Decision Reference DRN-3690906
13 Sep 2022 Standard Life Savings Limited UpheldPensions and AnnuitiesDRN-3690906 The complaint Mr B complains about delays by Standard Life Savings Limited (SL) in the transfer of his pension funds. What happened Mr B said he transferred his pension cash of over £460,000 from one SL pension product to another and it was received by it on 19 March 2021. SL d... (5 pages)View decision -
Decision Reference DRN-3697542
13 Sep 2022 Jelf Insurance Brokers Limited UpheldInsuranceDRN-3697542 The complaint A company I will refer to as S has complained about the service provided by its brokers, Jelf Insurance Brokers Limited trading as Marsh Commercial. What happened I issued a provisional decision on this matter in August 2022, the main parts of which are copied bel... (5 pages)View decision -
Decision Reference DRN-3637552
13 Sep 2022 National Savings and Investments UpheldBanking and PaymentsDRN-3637552 The complaint Mr W complains that due to issues in setting up his Junior ISA with National Savings and Investments (NS&I) he didn’t receive the correct amount of interest and the total value of his ISA was permanently reduced. Mr W is represented by a family member but for ... (3 pages)View decision -
Decision Reference DRN-3664251
12 Sep 2022 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3664251 The complaint Mr T complains that Creation Consumer Finance Ltd rejected his claim under section 75 of the Consumer Credit Act 1974. What happened In May 2021 Mr T purchased a mattress, bed frame and headboard from a supplier and entered into a fixed sum loan agreement with Cre... (3 pages)View decision -
Decision Reference DRN-3633141
12 Sep 2022 Retail Money Market Ltd UpheldConsumer CreditDRN-3633141 The complaint Miss C complains that Retail Money Market Ltd trading as RateSetter took two payments from her in a short period of time when she asked to change her payment date. She’s also unhappy that four missed payments have been recorded on her account instead of three. Wha... (3 pages)View decision -
Decision Reference DRN-3649769
12 Sep 2022 Watford Insurance Company Europe Limited UpheldInsuranceDRN-3649769 The complaint Mrs M complains that Watford Insurance Company Europe Limited (Watford) cancelled her motor insurance policy when she came to make a claim, saying that she hadn’t given correct information when she took out the policy. References to Watford include other organisat... (3 pages)View decision -
Decision Reference DRN-3655863
12 Sep 2022 Barclays Bank UK PLC UpheldMortgagesDRN-3655863 The complaint Mr and Mrs H complain about errors and delays when they made a mortgage application to Barclays Bank UK PLC. What happened Mr and Mrs H applied to Barclays for a mortgage in late 2021. Barclays accepts it made a number of errors during the application process and ... (2 pages)View decision -
Decision Reference DRN-3588830
12 Sep 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3588830 The complaint Mr K complains Barclays Bank UK PLC unfairly closed his personal accounts and recorded a CIFAs marker against him. He says this caused him financial loss, including having to agree a buy-to-let mortgage with a third-tier lender, as well as considerable distress. W... (3 pages)View decision
