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-3721662
30 Sep 2022 Morses Club PLC UpheldConsumer CreditDRN-3721662 The complaint Mrs M, through her representative, complains that Morses Club PLC, lent to her when she could not afford it. What happened Using information provided by Morses, here is a brief loan table of Mrs M’s lending. Loan Date Taken Principal Term and Weekly Repayments Dat... (4 pages)View decision -
Decision Reference DRN-3728125
30 Sep 2022 Metro Bank PLC UpheldBanking and PaymentsDRN-3728125 The complaint Mr Q complains Metro Bank PLC didn’t make reasonable adjustments so he could continue using his online banking. He also complains about its response to his complaint. What happened Mr Q had a current account with Metro Bank which he used to make occasional payment... (2 pages)View decision -
Decision Reference DRN-3710878
30 Sep 2022 Sainsbury's Bank Plc UpheldMortgagesDRN-3710878 The complaint Mr H complains that Sainsbury’s Bank Plc sent him arrears letters and falsely reported that he was in arrears to credit reference agencies What happened Mr H had a mortgage with Sainsbury’s Bank. In July 2021 Mr H made an overpayment to his account. The bank enqui... (3 pages)View decision -
Decision Reference DRN-3720482
30 Sep 2022 National Savings and Investments UpheldInvestmentsDRN-3720482 The complaint Mr T has complained about the interest rates National Savings and Investments (‘NS&I’) applied to his Guaranteed Growth Bonds (‘GGB’) when he renewed them in 2020 upon maturity. What happened Mr T had two bonds which were coming to maturity in December 2020. O... (8 pages)View decision -
Decision Reference DRN-3672929
30 Sep 2022 ReAssure Limited UpheldPensions and AnnuitiesDRN-3672929 The complaint Mrs A complains that ReAssure Limited’s online portal showed her pension policy as terminated despite her belief it retained a value of around £60,000. Mrs A eventually transferred out her policy as she didn’t feel it was safe with ReAssure. What happened Mrs A ha... (3 pages)View decision -
Decision Reference DRN-3501780
30 Sep 2022 Aviva Insurance Limited UpheldInsuranceDRN-3501780 The complaint Mrs B complains about how Aviva Insurance Limited handled her claim on her home insurance. What happened The events surrounding this complaint are well known to both sides, so I will provide only a brief summary here. Mrs B first raised a claim for suspected subs... (5 pages)View decision -
Decision Reference DRN-3425293
29 Sep 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3425293 The complaint Miss O says NewDay Ltd trading as Marbles Card irresponsibly lent to her. What happened Miss O’s complaint is about a credit card account provided by NewDay. The account was opened in December 2015. Miss O was given an initial credit limit of £450. This limit was ... (3 pages)View decision -
Decision Reference DRN-3042920
29 Sep 2022 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-3042920 The complaint Mr S complains that Tesco Personal Finance plc, trading as Tesco Bank, won’t refund to him the money that he paid to a travel company. What happened Mr S used his Tesco Bank credit card to make two payments to a travel company. He paid it £7,524.49 in July 2018 an... (3 pages)View decision -
Decision Reference DRN-3728109
29 Sep 2022 Westerby Trustee Services Limited UpheldPensions and AnnuitiesDRN-3728109 The complaint Mr F complains that Westerby Trustee Services Limited (‘Westerby’) allowed his Self- Invested Personal Pension (‘SIPP’) to be invested in high risk investments. And that Westerby accepted pension business from a firm that only had permissions for insurance and rei... (49 pages)View decision -
Decision Reference DRN-3457244
29 Sep 2022 Premia Solutions Ltd UpheldInsuranceDRN-3457244 The complaint Mr S complains that Premia Solutions Ltd, trading as Kudos Insurance Brokers, mis-sold him a commercial insurance policy. What happened Mr S operates a business I shall refer to as “N”. He took out cover for this business several years ago and his policy has renew... (3 pages)View decision
