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 125299 results
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Decision Reference DRN-3709041
11 Oct 2022 Hargreaves Lansdown Asset Management Limited UpheldPensions and AnnuitiesDRN-3709041 The complaint Mr M has complained about restrictions imposed by Hargreaves Lansdown Asset Management Limited (Hargreaves Lansdown) on his SIPP (self invested personal pension). Mr M is also unhappy with Hargreaves Lansdown’s requirements to verify his address and which has mean... (11 pages)View decision -
Decision Reference DRN-3730397
11 Oct 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3730397 The complaint Mr C complains that NewDay Ltd lent to him irresponsibly. What happened In August 2015 Mr C opened a credit card account with NewDay, trading as Aqua. He had an account limit of £300, which was increased to £1,300 in January 2016 and then to £1,900 in May 2016. In... (3 pages)View decision -
Decision Reference DRN-3710707
11 Oct 2022 HL Partnership Limited UpheldInvestmentsDRN-3710707 The complaint Mrs L complains that HL Partnership Limited (“HLP”) didn’t sell her and her late husband the joint life assurance policy they asked for. She’s explained she has lost out as a result. What happened Mr and Mrs L were advised by HLP to take out a new joint life assur... (6 pages)View decision -
Decision Reference DRN-3704837
11 Oct 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3704837 The complaint Mrs B complains that NewDay Ltd unfairly declined her claim under the Consumer Credit Act 1974 (“CCA”). What happened In September 2015, Mrs B, along with her husband, bought membership with a holiday club called “E” 1 . The total cost of the membership was £10,50... (6 pages)View decision -
Decision Reference DRN-3588669
11 Oct 2022 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-3588669 The complaint Mr A complains that Aviva Life & Pensions UK Limited delayed paying the tax-free cash (TFC) from his pension. Mr A says the delay caused him a financial loss. What happened The details of this complaint are well known to both parties, so I won’t repeat them ag... (2 pages)View decision -
Decision Reference DRN-3746274
11 Oct 2022 Metro Bank PLC UpheldBanking and PaymentsDRN-3746274 The complaint Mrs W is unhappy that Metro Bank PLC (Metro) won’t refund money she lost after falling victim to a scam. What happened In July 2021, Mrs W received a call from a company claiming she was entitled to a PPI refund – I’ll refer to this company as U. Mrs W says she wa... (4 pages)View decision -
Decision Reference DRN-3673652
11 Oct 2022 Avantcredit Of Uk, Llc UpheldConsumer CreditDRN-3673652 The complaint Miss J complains that AvantCredit of UK, LLC lent to her when she could not afford it. What happened AvantCredit approved one loan for Miss J in April 2015. It was for £3,000 plus interest repayable at £193.48 a month for 30 months. The total charge for credit was... (4 pages)View decision -
Decision Reference DRN-3746243
10 Oct 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3746243 The complaint Mrs M says Santander UK Plc irresponsibly lent to her. What happened Mrs M’s complaint is about a credit card supplied by Santander. The account was opened in November 2012 with an initial credit limit of £7500. No further credit limit increases were applied. Mrs ... (2 pages)View decision -
Decision Reference DRN-3646908
10 Oct 2022 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-3646908 The complaint Mrs B says Tesco Personal Finance PLC trading as Tesco Bank irresponsibly lent to her. What happened Mrs B’s complaint is about a credit card supplied by Tesco. She says the card was unaffordable and that she had a poor credit record. Mrs B wants the interest and... (3 pages)View decision -
Decision Reference DRN-3746154
10 Oct 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3746154 The complaint Mrs T has complained that National Westminster Bank Plc (NatWest) won’t refund transactions she says she didn’t make or otherwise authorise. What happened Between March 2018 and January 2020, several hundred online purchases were made from Mrs T’s NatWest account ... (4 pages)View decision
