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-3289754
23 Feb 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3289754 The complaint Ms K complains about the service she received from Barclays Bank UK PLC trading as Barclaycard when she tried to set up a Direct Debit to make payments to her account. What happened Ms K opened a credit card account with Barclaycard in January 2021. She wanted to ... (3 pages)View decision -
Decision Reference DRN-3028396
23 Feb 2022 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-3028396 The complaint Mr F has complained that The Royal Bank of Scotland Plc (RBS) didn’t pursue his claim against them under Section 75 (S75) Consumer Credit Act 1974 in relation to his purchase of a hotel stay. What happened On 12 March 2020 Mr F paid for a two-night stay at a hotel... (4 pages)View decision -
Decision Reference DRN-2736218
23 Feb 2022 Aviva Life & Pensions UK Limited UpheldInvestmentsDRN-2736218 The complaint Mrs M has complained that Aviva Life and Pensions UK Limited (Aviva) didn’t give her the opportunity to increase her premiums to keep the sum assured at the original value when her whole of life policy was reviewed. What happened Mrs M took out the reviewable whol... (3 pages)View decision -
Decision Reference DRN-3331988
23 Feb 2022 QIC Europe Ltd UpheldInsuranceDRN-3331988 The complaint Mr E is unhappy with the way QIC Europe Ltd (QIC) handled his insurance claim after his home was damaged by a flood. Mr E is also unhappy with the amount QIC paid for his damaged contents. I won’t be discussing that here, because any complaint about the contents s... (18 pages)View decision -
Decision Reference DRN-3331326
23 Feb 2022 Startline Motor Finance Limited UpheldConsumer CreditDRN-3331326 The complaint Miss W complains that a used car she acquired with a hire purchase agreement (HPA) provided by Startline Motor Finance Limited (Startline) is of unsatisfactory quality and she wants to reject it or receive a replacement vehicle. What happened Miss W got this car i... (7 pages)View decision -
Decision Reference DRN-3331844
23 Feb 2022 MotoNovo Finance Limited UpheldConsumer CreditDRN-3331844 The complaint Mr B complains that a car he took on finance from MotoNovo Finance Limited was not of satisfactory quality. He says that he expected it to be repaired under warranty. What happened In September 2019 Mr B entered into a four-year hire purchase agreement with MotoNo... (2 pages)View decision -
Decision Reference DRN-3219205
23 Feb 2022 Santander UK Plc UpheldMortgagesDRN-3219205 The complaint Miss M complains that Santander UK Plc didn’t offer her a lower interest rate on her mortgage. As a result, she feels she’s paid the standard variable rate (SVR) unfairly and so has overpaid. What happened Miss M has a mortgage with Santander which she took out in... (5 pages)View decision -
Decision Reference DRN-3328707
23 Feb 2022 Barclays Bank UK PLC UpheldInvestmentsDRN-3328707 The complaint Mr C complains that as a result of restrictions placed on his account by Barclays Bank UK PLC, he was unable to trade on the Smart Investor platform. As a result, he says he’s lost thousands of pounds. He doesn’t accept Barclays’ offer to pay him £100 compensation... (5 pages)View decision -
Decision Reference DRN-3330407
23 Feb 2022 Advantage Finance Ltd UpheldConsumer CreditDRN-3330407 The complaint Mr F complains that Advantage Finance Ltd (“Advantage”) irresponsibly granted him a loan he couldn’t afford to repay. What happened I issued my provisional decision on this complaint in December last year. An extract from that provisional decision is set out below... (3 pages)View decision -
Decision Reference DRN-3318413
23 Feb 2022 HSBC UK Bank Plc UpheldConsumer CreditDRN-3318413 The complaint Mrs K is unhappy with the service that she received from HSBC UK Bank Plc surrounding her application for a payment holiday on her HSBC personal loan account. What happened Mrs K applied for a three-month payment holiday on her loan account in April 2020 as she wa... (4 pages)View decision
