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 121668 results
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Decision Reference DRN-3302794
19 May 2022 Quilter Financial Planning Solutions Limited UpheldPensions and AnnuitiesDRN-3302794 The complaint Miss E has complained about advice she received to open a self-invested personal pension (“SIPP”) with Brooklands SIPP and subsequently invest in what she now considers to be unsuitable high risk investments. Miss E says Quilter Financial Planning Solutions Limite... (12 pages)View decision -
Decision Reference DRN-3433906
19 May 2022 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-3433906 The complaint Mr S complains that a car that was supplied to him under a conditional sale agreement with Santander Consumer (UK) plc, trading as Santander Consumer Finance, wasn’t of satisfactory quality. What happened I issued a provisional decision on this complaint in March ... (3 pages)View decision -
Decision Reference DRN-3473039
19 May 2022 Bank of Ireland (UK) Plc UpheldConsumer CreditDRN-3473039 The complaint Mr C complains that Bank of Ireland (UK) plc trading as Post Office Financial Services (BOI) didn’t apply an interest rebate when he made a payment to settle his loan early. What happened Mr C had a loan agreement with BoI. The loan was taken out in 2017 and was f... (4 pages)View decision -
Decision Reference DRN-3487917
19 May 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3487917 The complaint Mr A complains that Monzo Bank Ltd failed to refund a transaction he didn’t recognise. What happened Mr A transferred funds into his Monzo account for a purchase he was due to make. Within a few minutes of receiving the funds, he saw a message from Monzo that a de... (5 pages)View decision -
Decision Reference DRN-3488510
19 May 2022 Citibank UK Limited UpheldInvestmentsDRN-3488510 The complaint Mr F complains about the relationship fees he was charged by Citibank UK Limited. In summary, he says he wasn’t aware of the new fees coming into force, and they were too high. To put things right, Mr F would like a refund of the fees along with compensation for d... (6 pages)View decision -
Decision Reference DRN-3471432
19 May 2022 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3471432 The complaint Mr B complains that Creation Consumer Finance Ltd has unfairly failed to settle an account he had with it for a fixed sum loan because it says the payment was received too late. What happened In December 2016 Mr B entered into a fixed sum loan for a car with Creat... (4 pages)View decision -
Decision Reference DRN-3487923
19 May 2022 Lex Autolease Ltd UpheldConsumer CreditDRN-3487923 The complaint Mr W complains about a car supplied to him under a hire agreement provided by Lex Autolease Ltd (‘Lex’). He says the car has had various issues with it including major faults at the end of the term that weren’t repaired before the car was collected. What happened ... (4 pages)View decision -
Decision Reference DRN-3400158
19 May 2022 National Savings and Investments UpheldBanking and PaymentsDRN-3400158 The complaint Mr and Mrs L complaint that National Savings and Investments (NSI) did not correctly process a transfer of a Children’s Bond to Premium Bonds, leading to the loss of opportunities to win up to £1 million. What happened When Mr and Mrs L’s son was born in 2005, the... (3 pages)View decision -
Decision Reference DRN-3473546
19 May 2022 British Gas Insurance Limited UpheldInsuranceDRN-3473546 The complaint Mrs C complains British Gas Insurance Limited (BGI) has unfairly declined a claim she’s made on her Homecare boiler insurance policy and provided her with poor customer service. What happened The background to this complaint is well known to the parties and has be... (3 pages)View decision -
Decision Reference DRN-3488261
19 May 2022 Aviva Insurance Limited UpheldInsuranceDRN-3488261 The complaint Mr and Mrs G complain about Aviva Insurance Limited (Aviva) who declined to make a contribution towards a replacement boiler, under their home emergency policy. What happened Mr and Mrs G’s boiler was leaking carbon monoxide. They called an engineer who condemned ... (3 pages)View decision
