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-3447281
27 Apr 2022 Barclays Bank UK PLC UpheldMortgagesDRN-3447281 The complaint Ms H complains that Barclays Bank UK PLC failed to process her direct debit payment correctly for three consecutive months and this was unfairly recorded on her credit file. Ms H would like Barclays to correct her credit file, and to increase its offer to compensa... (4 pages)View decision -
Decision Reference DRN-3363571
27 Apr 2022 Hargreaves Lansdown Asset Management Limited UpheldInvestmentsDRN-3363571 The complaint Mrs B complains that Hargreaves Lansdown Asset Management Limited (‘HLAM’) caused delays in transferring her Stocks and Shares ISA (‘ISA’) and Fund & Share (‘F&S’) account, causing her financial loss. What happened The details of this complaint are well kn... (2 pages)View decision -
Decision Reference DRN-3407722
27 Apr 2022 AWP P&C SA UpheldInsuranceDRN-3407722 The complaint Ms A complains about AWP P&C SA (AWP) under her home emergency policy. Ms A is unhappy at how AWP responded to a leak at her property. What happened In November 2020 Ms A noticed a leak from her boiler. Ms A contacted AWP, who arranged for an engineer to visit... (3 pages)View decision -
Decision Reference DRN-3424751
27 Apr 2022 National House-Building Council UpheldInsuranceDRN-3424751 The complaint Ms S complains that National House-Building Council (“NHBC”) declined her claim on her ten-year buildings warranty. What happened Ms S bought a new home that came with a ten-year warranty, provided by NHBC. This was due to expire in December 2015. In July 2015 Ms ... (2 pages)View decision -
Decision Reference DRN-3396472
27 Apr 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3396472 The complaint Mr K and Ms P are unhappy that Monzo Bank Ltd hasn’t reimbursed the money they lost after they fell victim to a safe account scam. Background Both parties are aware of the circumstances of the complaint, so I won’t repeat them all here. But briefly, both parties a... (4 pages)View decision -
Decision Reference DRN-3363563
27 Apr 2022 Hargreaves Lansdown Asset Management Limited UpheldInvestmentsDRN-3363563 The complaint Mr B complains that Hargreaves Lansdown Asset Management Limited (‘HLAM’) caused delays in transferring his Stocks and Shares ISA (‘ISA’) causing him financial loss. What happened The details of this complaint are well known to both parties, so I won’t repeat them... (2 pages)View decision -
Decision Reference DRN-3415634
27 Apr 2022 Santander UK Plc UpheldMortgagesDRN-3415634 The complaint Mr and Mrs B complain that Santander UK Plc have treated them unfairly in relation to their mortgage account. They’re unhappy with the lack of assistance offered during periods of ill health and financial difficulty. What happened Mr and Mrs B have a repayment mor... (8 pages)View decision -
Decision Reference DRN-3442892
27 Apr 2022 Carcashpoint Limited UpheldConsumer CreditDRN-3442892 The complaint Mr F complains about three logbook loans provided to him by CarCashPoint limited, (“CarCashPoint”) which he says were unaffordable. What happened CarCashPoint provided Mr F with ‘log book’ loans. These loans were granted on the basis that Mr F provided CarCashPoin... (3 pages)View decision -
Decision Reference DRN-3443099
27 Apr 2022 Morses Club PLC UpheldConsumer CreditDRN-3443099 The complaint Ms P complains Morses Club PLC (Morses) gave her loans that she couldn’t afford to repay. Ms P also says that she told Morses about her health problems and it agreed not to collect payment on the final two loans. But she says that Morses didn’t tell her how her cr... (8 pages)View decision -
Decision Reference DRN-3273127
26 Apr 2022 TSB Bank plc UpheldInvestmentsDRN-3273127 The complaint Ms T complains TSB Bank plc (TSB) delayed the transfer of her Stocks and Shares ISA to them from Bank A, causing her to lose out financially. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts a... (2 pages)View decision
