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 125363 results
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Decision Reference DRN-4997015
11 Nov 2024 Barclays Bank Plc UpheldInvestmentsDRN-4997015 The complaint Mr and Mrs B complaint that Barclays Bank Plc failed to properly administer its investment portfolio in respect of investment portfolio charges paid for an offshore bond. What happened Mr B is the representative in this complaint for himself and Mrs B. They hel... (5 pages)View decision -
Decision Reference DRN-5139364
11 Nov 2024 Admiral Financial Services Limited UpheldConsumer CreditDRN-5139364 The complaint Mr W complains that Admiral Financial Services Limited trading as Admiral Loans (“Admiral Loans”) is unfairly holding him liable for a loan which he says he neither applied for nor consented to. What happened On 16 October 2024 I issued my provisional decision... (4 pages)View decision -
Decision Reference DRN-5094269
11 Nov 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5094269 The complaint Miss A is unhappy Lloyds Bank PLC trading as Lloyds Bank (Lloyds) put a payment on hold while doing further investigation. She is also unhappy with the customer service provided What happened In February 2024, Miss A tried to make a payment to a new payee, howe... (2 pages)View decision -
Decision Reference DRN-5139119
11 Nov 2024 The Prudential Assurance Company Limited UpheldInvestmentsDRN-5139119 The complaint Mr T complains about the manner in which The Prudential Assurance Company Limited has administered his with-profits bond. Specifically, he submits that it misled him about the nature of the bonus declaration in February 2023, which has caused him to suffer a fi... (6 pages)View decision -
Decision Reference DRN-4923457
11 Nov 2024 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-4923457 The complaint Mr B complains about the quality of a car supplied to him by Toyota Financial Services (UK) PLC (“TFS”). What happened Mr B acquired a car under a 58 month hire purchase agreement with TFS in November 2023. The car cost around £34,598. Under the agreement, Mr B... (4 pages)View decision -
Decision Reference DRN-4718347
11 Nov 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4718347 The complaint Mr P complains that Bank of Scotland plc trading as Halifax won’t reimburse him after he lost money to an investment – that he now considers to have been a scam. What happened Mr P has explained that he was gifted some funds by his father and was considering wh... (6 pages)View decision -
Decision Reference DRN-5138469
11 Nov 2024 Kensington Mortgage Company Limited UpheldMortgagesDRN-5138469 The complaint Mr and Mrs G complain that Kensington Mortgage Company Limited hasn’t applied overpayments to their mortgage correctly. They also complain that Kensington has unfairly prevented them from taking out a new interest rate on their mortgage, and hasn’t provided the... (6 pages)View decision -
Decision Reference DRN-5128105
11 Nov 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5128105 The complaint Mr and Mrs A complain about how Royal & Sun Alliance Insurance Limited (“RSA”) dealt with a claim she made on her home insurance policy. Mrs A brought the complaint to this service so I will refer to her throughout my decision. RSA are the... (7 pages)View decision -
Decision Reference DRN-5137542
11 Nov 2024 Healthcare Finance Limited UpheldConsumer CreditDRN-5137542 The complaint Mr A is unhappy with Healthcare Finance Limited’s response to a breach of contract claim he raised with it in relation to orthodontic treatment from a third party “S”. Healthcare Finance provided funding for the treatment and Mr A made a claim under the connect... (2 pages)View decision -
Decision Reference DRN-4998365
11 Nov 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4998365 The complaint T says HSBC UK Bank Plc (“HSBC”) refuses to refund it for transactions on its’ account it says it didn’t authorise. What happened T says its’ director (who I’ll refer to as B) had his phone stolen and the thieves were able to access his online banking apps and ... (3 pages)View decision
