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 128312 results
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Decision Reference DRN-3971675
20 Feb 2023 Everyday Lending Limited UpheldConsumer CreditDRN-3971675 Complaint Mrs A has complained about a loan Everyday Lending Limited (trading as “Everyday Loans”) provided to her. She says the loan was unaffordable and led to her having to go into a payment plan. Background Everyday Loans provided Mrs A with a loan for £2,500.00 in January ... (3 pages)View decision -
Decision Reference DRN-3829834
19 Feb 2023 Financial Administration Services Limited UpheldInvestmentsDRN-3829834 The complaint Mr G complains Financial Administration Services Limited (“Fidelity”) didn’t do enough to tell him that a fund he held was closing and his holdings in it sold. He seeks redress for loss of growth on the resulting cash and for loss of tax benefits. Background Fidel... (3 pages)View decision -
Decision Reference DRN-4558303
19 Feb 2023 Aston Lark Limited UpheldInsuranceThe complaint Mr C has complained that Aston Lark Limited failed to obtain him a home insurance policy at a suitable price over a number of renewals. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in dispute,... (2 pages)View decision -
Decision Reference DRN-3901045
18 Feb 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3901045 The complaint Mr and Mrs K complain that Barclays Bank UK PLC added a debt marker to their account. What happened Mr K says he was unable to renew his Barclays travel insurance due to a debt marker applied to a mortgage account. He says that must have affected his credit rating... (2 pages)View decision -
Decision Reference DRN-3904227
18 Feb 2023 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-3904227 The complaint Mr and Mrs R complain that The Royal Bank of Scotland Plc (RBS) incorrectly changed a direct debit. What happened Mr R says he set up a golf society account in 2015 and told RBS the money in it should be separate to his account. He says in May 2021 a direct debit ... (2 pages)View decision -
Decision Reference DRN-3922882
18 Feb 2023 Lloyds Bank PLC UpheldInsuranceDRN-3922882 The complaint Mr W complains that Lloyds Bank PLC did not fairly compensate him a Personal Income Insurance (‘PII’) policy was mis-sold to him. What happened Mr W complained to Lloyds about the sale of the PII policy. Lloyds accepted it had been mis- sold and offered to compens... (3 pages)View decision -
Decision Reference DRN-3959365
17 Feb 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-3959365 The complaint Mr D complains that Clydesdale Bank Plc trading as Virgin Money unfairly defaulted his credit card account. What happened In 2020, Mr D was severely impacted by Covid-19. His work was affected, and he was struggling financially. Also, he had a serious health condi... (6 pages)View decision -
Decision Reference DRN-3974549
17 Feb 2023 Secure Trust Bank Plc UpheldConsumer CreditDRN-3974549 The complaint Mrs H complains about the quality of a car that was supplied to her under a hire purchase agreement with Secure Trust Bank PLC, trading as Moneyway. What happened In November 2021 Mrs H took out a hire purchase agreement with Moneyway for a used car. The car was f... (7 pages)View decision -
Decision Reference DRN-3870183
17 Feb 2023 Bank of Scotland Plc UpheldMortgagesDRN-3870183 The complaint Mr M1, and his brother Mr M2, complain that Bank of Scotland plc trading as Halifax has not honoured a mortgage interest rate they were told in a telephone call. What happened On 16 March 2021, Mr M1 telephoned Halifax to enquire about what interest rate he and Mr... (3 pages)View decision -
Decision Reference DRN-3874789
17 Feb 2023 Aviva Insurance Limited UpheldInsuranceDRN-3874789 The complaint Mr and Mrs I are unhappy with the assistance they received from Aviva Insurance Limited when they claimed on their travel insurance policy. What happened Mr and Mrs I were on holiday when Mrs I sustained serious injuries to her wrist and ankle. She needed to be re... (3 pages)View decision