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 119592 results
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Decision Reference DRN-2348934
2 Mar 2022 Shawbrook Bank Limited UpheldConsumer CreditDRN-2348934 The complaint Mr R and Mrs K made a claim to Shawbrook Bank Limited under sections 56 and 75 of the Consumer Credit Act 1974 (“the Act”) in relation to a solar panel system they said was misrepresented to them by the supplier. Shawbrook agreed with Mr R and Mrs K’s claim but th... (5 pages)View decision -
Decision Reference DRN-3280445
2 Mar 2022 PrePay Technologies Limited UpheldBanking and PaymentsDRN-3280445 The complaint Mr F is unhappy that PrePay Technologies Limited trading as Prepay Solutions will not refund the money he lost after falling victim to a scam. PrePay Technologies Limited trading as Prepay Solutions is responsible for answering complaints about payment services pr... (7 pages)View decision -
Decision Reference DRN-3345668
2 Mar 2022 Building Block Insurance PCC Ltd UpheldInsuranceDRN-3345668 The complaint Mrs G complains that Building Block Insurance PCC Ltd declined her pet insurance claim and about its service. My refences to Building Block include its agents. What happened Mrs G took out pet insurance for her dog in November 2018, insured by Building Block. The ... (4 pages)View decision -
Decision Reference DRN-3216705
2 Mar 2022 IG Markets Limited UpheldInvestmentsDRN-3216705 The complaint Mr F complains he was unable to place a sell shares on IG Markets Limited platform and when he did manage to sell the shares on the platform the price had fallen. What happened In January 2021, Mr F purchased three shares in a business using the IG on-line platfor... (3 pages)View decision -
Decision Reference DRN-3346636
2 Mar 2022 TSB Bank plc UpheldBanking and PaymentsDRN-3346636 The complaint The estate of Mrs B, represented by Mrs S, complains that TSB Bank plc didn’t send out correspondence related to a Passbook Saver account held with it. Mrs S is assisted in this matter by Mr S. But, for ease, I’ll refer to Mrs S throughout. What happened In Octobe... (3 pages)View decision -
Decision Reference DRN-3165236
2 Mar 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3165236 The complaint Ms M complains that Barclays Bank UK PLC (‘Barclays’) refused to refund the £4,100 she lost when she fell victim to a scam. What happened In March 2019, Ms M made a £4,100 transfer from her Barclays Individual Savings Account (‘ISA’) using her online banking facil... (5 pages)View decision -
Decision Reference DRN-3299202
2 Mar 2022 Experian Limited UpheldConsumer CreditDRN-3299202 The complaint Mr E has complained about Experian Limited displaying incorrect address information on his credit file. What happened Mr E’s address was showing incorrectly on his Experian file. He says he’s then been written to at different addresses. He provided Experian with e... (2 pages)View decision -
Decision Reference DRN-3344005
2 Mar 2022 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-3344005 The complaint Mr C is unhappy with the length of time it took for a repair to be carried out to a motorbike supplied to him by BMW Financial Services (GB) Limited (“BMWFS”). What happened Mr C acquired a brand-new motorbike under a 48 month hire purchase agreement through BMWFS... (4 pages)View decision -
Decision Reference DRN-3345239
2 Mar 2022 Aviva Insurance Limited UpheldInsuranceDRN-3345239 The complaint Mrs C complains about Aviva Insurance Limited (Aviva) under her home emergency policy. Her complaint is how Aviva dealt with the breakdown of her boiler and its replacement. References to Aviva include their agents who provide services and deal with claims under t... (5 pages)View decision -
Decision Reference DRN-3297821
2 Mar 2022 HSBC UK Bank Plc UpheldConsumer CreditDRN-3297821 The complaint Mr S complains HSBC UK Bank Plc acted irresponsibly when it lent him £25,000 for a personal unsecured loan. What happened In late 2015, Mr S took out a personal loan with HSBC for £25,000, with a five-year term and a monthly repayment of around £600. In 2021, Mr S... (4 pages)View decision
