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-3185604
4 Mar 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3185604 The complaint Mr S complains about some pension investment advice he was given by Portal Financial Services LLP. In particular he complains about the information he was given on those investments when he was looking to encash some of them in 2019. When that proved unsuccessful ... (6 pages)View decision -
Decision Reference DRN-3348183
4 Mar 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3348183 The complaint Mr G, through his representative, says Everyday Lending Limited (ELL), trading as Everyday Loans, lent to him irresponsibly. What happened Mr G took out four instalment loans from ELL. A summary of his borrowing follows. Mr G says ELL failed to carry out effective... (3 pages)View decision -
Decision Reference DRN-3210226
4 Mar 2022 J D Williams & Company Limited UpheldConsumer CreditDRN-3210226 The complaint Mr G says J D Williams & Company Limited (“J D Williams”) irresponsibly lent to him. He has requested that the interest and late payment charges he paid on his account be refunded. What happened This complaint is about a total of seven catalogue shopping accou... (4 pages)View decision -
Decision Reference DRN-3291527
4 Mar 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3291527 The complaint Mr and Mrs C complain that HSBC UK Bank Plc won’t refund them for two cash withdrawals they made in an HSBC branch as the result of a scam. What happened Mr and Mrs C are both in their 80’s and have held a joint savings account with HSBC for a number of years. HSB... (7 pages)View decision -
Decision Reference DRN-3249022
4 Mar 2022 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-3249022 The complaint Mr G complains that Lloyds Bank General Insurance Limited has failed to fairly settle a claim made on his buildings insurance policy. What happened Mr G’s home was flooded in June 2019 when heavy rainfall led to water ingress within the basement rooms of the prope... (6 pages)View decision -
Decision Reference DRN-3204448
4 Mar 2022 Arch Insurance (UK) Limited UpheldInsuranceDRN-3204448 The complaint Mrs E and Mr H have complained about Arch Insurance (UK) Limited. They aren’t happy about the way it dealt with a claim under their home insurance policy. Other companies have been involved in this complaint, but as Arch are responsible for it, I’ve just referred ... (3 pages)View decision -
Decision Reference DRN-3320356
4 Mar 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3320356 The complaint Mrs L complained about Royal & Sun Alliance Insurance Limited (RSA). She isn’t happy about the way it dealt with a claim under her home insurance policy. Other companies have been involved in this complaint, but as RSA are responsible for it, I’ve just referre... (3 pages)View decision -
Decision Reference DRN-3351262
4 Mar 2022 Symmetric Systems Ltd UpheldClaims ManagementDRN-3351262 The complaint Mr F complains that Symmetric Systems Limited trading as BankSmart (BS) are asking him to pay cancellation fees for payment protection insurance (PPI) and default charge claims. What happened In September 2020, Mr F said he received a barrage of emails and letters... (4 pages)View decision -
Decision Reference DRN-3326951
4 Mar 2022 MotoNovo Finance Limited UpheldConsumer CreditDRN-3326951 The complaint Mr S complains about the quality of a car he has been financing through an agreement with MotoNovo Finance Limited (“MotoNovo”). What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead I’ll focus on gi... (3 pages)View decision -
Decision Reference DRN-3348614
4 Mar 2022 Nationwide Building Society UpheldConsumer CreditDRN-3348614 The complaint Ms A complains about the service she received from Nationwide Building Society (“Nationwide”) after she asked for support due to the impact of Covid-19. She says that Nationwide declined her request for a payment holiday and placed her account in arrears, which ca... (3 pages)View decision
