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 119142 results
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Decision Reference DRN-3327788
10 Mar 2022 Avantcredit Of Uk, Llc UpheldConsumer CreditDRN-3327788 The complaint Mr H is complaining that Avantcredit of UK LLC irresponsibly lent to him. 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, so I’ll focus on giving the reasons for my decisi... (2 pages)View decision -
Decision Reference DRN-3344535
10 Mar 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3344535 The complaint Mr M complains that NewDay Ltd (“NewDay”) has refused to refund payments he believed he was making to Tradex1 using his NewDay (Amazon) Mastercard credit card. Mr M says that Tradex1 were operating a scam and stole his money. What happened The circumstances of th... (5 pages)View decision -
Decision Reference DRN-3362113
10 Mar 2022 U K Insurance Limited UpheldInsuranceDRN-3362113 The complaint Mr M has complained about the way U K Insurance Limited trading as Privilege (UKI) has dealt with his claim under his motor policy following an accident. What happened Mr M was parked when another driver hit him from behind. He was in the driver seat with his youn... (3 pages)View decision -
Decision Reference DRN-3360786
10 Mar 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3360786 The complaint Mr E complains that Portal Financial Services LLP gave him unsuitable advice to go into income drawdown and to invest in high-risk investments. What happened I issued a provisional decision on 9 March 2022. I said I was intending to uphold the complaint but I had ... (9 pages)View decision -
Decision Reference DRN-3353331
10 Mar 2022 Barclays Bank UK PLC UpheldMortgagesDRN-3353331 The complaint Mr G complains that Barclays Bank UK PLC refused to allow him to port his mortgage because it said the property he wanted to buy had combustible cladding. This meant that he incurred an early repayment charge (ERC) in moving his mortgage to another lender. What ha... (5 pages)View decision -
Decision Reference DRN-3359698
10 Mar 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3359698 The complaint Mr J complains that Santander UK Plc failed to amend the address on his current account and sent statements and a debit card to his old address. What happened The background to this complaint is well known to the parties so I’ve included a summary of what happened... (2 pages)View decision -
Decision Reference DRN-3195932
10 Mar 2022 Union Reiseversicherung AG UpheldInsuranceDRN-3195932 The complaint Mr and Mrs F are unhappy with Union Reiseversicherung AG’s (URV) decision to decline their travel insurance claim. What happened Mr and Mrs F had travel insurance with URV. They’d booked to go on holiday from 10 February 2020 – 14 May 2020. During their trip, they... (3 pages)View decision -
Decision Reference DRN-3361332
10 Mar 2022 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-3361332 The complaint Mr A complains that Marks and Spencer Financial Services Plc trading as M&S Bank recorded a default on his credit file despite agreeing a payment holiday. What happened The background to this complaint and my initial conclusions were set out in my provisional ... (3 pages)View decision -
Decision Reference DRN-3362794
10 Mar 2022 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-3362794 The complaint Mr A complains about a car he acquired using a hire purchase agreement provided by BMW Financial Services(GB) Limited trading as BMW Financial Services (‘BMWFS’). Mr A says he has had numerous issues with the car since he acquired it. Mr A has been represented on ... (6 pages)View decision -
Decision Reference DRN-3360863
10 Mar 2022 Nationwide Building Society UpheldConsumer CreditDRN-3360863 The complaint Mr D complains that Nationwide Building Society unfairly declined a payment holiday application in relation to a personal loan. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: In February 2... (2 pages)View decision
