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-3682397
29 Sep 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3682397 The complaint Ms W and Mr W complain that Lloyds Bank PLC gave them incorrect information about account fees, and that they lost out as a result. What happened In September 2001, Ms and Mr W changed from a Gold account to a Platinum account. Both are packaged bank accounts whic... (4 pages)View decision -
Decision Reference DRN-3726469
29 Sep 2022 Close Brothers Limited UpheldConsumer CreditDRN-3726469 The complaint Ms S is unhappy with a hire purchase agreement with Close Brothers Limited trading as Close Brothers Motor Finance (‘CB’). She says she was told a small final payment would be due at the end of the agreement, but then found out a larger balloon payment was to be p... (5 pages)View decision -
Decision Reference DRN-3694651
29 Sep 2022 MBNA Limited UpheldBanking and PaymentsDRN-3694651 The complaint Mr G complains that MBNA Limited irresponsibly gave him a credit card he couldn’t afford to repay. What happened In February 2016, Mr G applied for a credit card with MBNA. He was given an initial credit limit of £1,600. MBNA increased the limit to £2,400 in June ... (3 pages)View decision -
Decision Reference DRN-3434396
29 Sep 2022 Phoenix Life Limited UpheldInvestmentsDRN-3434396 The complaint Mrs P and Mr P complain that Phoenix Life Limited (‘Phoenix’) mis-sold them a whole of life policy in 1995. What happened In November 1994, Mrs P and Mr P met with an adviser from a business that has since been acquired by Phoenix Life Limited and a number of poli... (3 pages)View decision -
Decision Reference DRN-3642054
29 Sep 2022 Norton Home Loans Limited UpheldMortgagesDRN-3642054 The complaint Ms P complains that Norton Home Loans Limited asked her for information about her income and expenditure before they’d allow her to take a payment deferral on her secured loan. What happened Ms P has a secured loan with Norton. On 23 March 2021, Ms P’s daughter ca... (6 pages)View decision -
Decision Reference DRN-3630292
29 Sep 2022 TSB Bank plc UpheldMortgagesDRN-3630292 The complaint Mr G complains that TSB Bank plc didn’t alert him to the fact that it wouldn’t accept a loan from a friend in relation to a transfer of mortgaged property application. Mr G only found this out at the last minute under pressure of a court order and he had to apply ... (3 pages)View decision -
Decision Reference DRN-3656631
29 Sep 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3656631 The complaint Mrs C complaints that Bank of Scotland plc won’t fully refund the money she was tricked into sending to a fraudster. Background Both parties are aware of the circumstances of the complaint, so I won’t repeat them all here. But briefly, both parties accept that in ... (5 pages)View decision -
Decision Reference DRN-3648855
29 Sep 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3648855 The complaint Mr P, through his representative, complains that Everyday Lending Limited, trading as Everyday Loans, lent to him when he could not afford it. What happened Mr P took one loan of £2,000 repayable over 24 months from 20 March 2018 and the monthly repayments were to... (5 pages)View decision -
Decision Reference DRN-3711657
29 Sep 2022 British Gas Insurance Limited UpheldInsuranceDRN-3711657 The complaint Mr D complains about British Gas Insurance Limited (British Gas) under his home emergency policy. His complaint is that he paid for flushing of his boiler filter each year (which hadn’t been fitted correctly) but this didn’t happen. This decision only covers to th... (4 pages)View decision -
Decision Reference DRN-3725240
29 Sep 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3725240 The complaint Mr H complains NewDay Ltd (NewDay) having agreed he could make an overpayment to his credit card account for a car purchase, then refused the transaction and took over a month to return the funds to his bank account. What happened Mr H says he telephoned NewDay in... (3 pages)View decision
