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 4196 results
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Decision Reference DRN8565636
24 Oct 2016 Express Finance (Bromley) Limited Not upheldBanking and creditMr N complains that Express Finance (Bromley) Limited (trading as “Payday Express”) misled him into taking four payday loans.backgroundMr N took out four payday loans with Payday Express prior to December 2013. He says he took out these loans because he saw an advert s... (1 page)View decision -
Decision Reference DRN8806252
16 Mar 2021 Barclays Bank UK PLC UpheldInvestment and pensionsMr H took out a SIPP in 2016, in which the underlying investments were managed by Barclays Bank UK PLC. In 2017 Barclays said it could no longer provide a discretionary investment management service to Mr H because he was resident in Australia. Because of this Mr H transferred his investme... (9 pages)View decision -
Decision Reference DRN-3820688
8 Feb 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-3820688 The complaint Mrs B complains that Clydesdale Bank Plc trading as Virgin Money didn’t do enough to protect her from fraud on her credit card account leading to financial loss, inconvenience and ongoing stress. What happened Mrs B explains that on 29 April 2022 she contacted Vir... (3 pages)View decision -
Decision Reference DRN-3299649
25 Mar 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3299649 The complaint Mr M complains that Barclays Bank UK PLC is holding him responsible for payments and direct debit refund requests which he says he didn’t make or allow anyone else to make. What happened Mr M has disputed ten payments from his account made between 18 and 23 Octobe... (3 pages)View decision -
Decision Reference DRN-3246854
11 Jan 2022 Caledonian Consumer Finance Ltd Not upheldConsumer CreditDRN-3246854 The complaint Mr L says that he was misled about the terms of a training course. Because the course was funded with a loan from Caledonian Consumer Finance Ltd (which I’ll refer to as CCF), he says that it is equally liable with the course provider. What happened In June 2016 M... (3 pages)View decision -
Decision Reference DRN0367571
8 Mar 2019 Advantage Insurance Company Limited Not upheldInsurance (excluding PPI)Mr O has complained about Advantage Insurance Company Limited’s handling of his car insurance policy.backgroundMr O was involved in an accident in mid-November 2017. He didn’t claim on his policy until the end of January 2018. Before Mr O claimed on his policy, he had ... (3 pages)View decision -
Decision Reference DRN-4642787
21 Aug 2024 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-4642787 The complaint Mrs B complains about the service she received from BMW Financial Services(GB) Limited (“BMW”) when she wanted to acquire a new car using a credit agreement. She says there were delays and then BMW told her it wasn’t able to provide the finance on the same term... (3 pages)View decision -
Decision Reference DRN-2310558
6 Jan 2021 TSB Bank plc Not upheldMortgagesDRN-2310558 The complaint Mr A has complained that TSB Bank plc wrongly registered an entry against his name on a fraud prevention database following an application he made for a mortgage. To settle the complaint Mr A wants the entry removed and for the bank to pay compensation. What happe... (2 pages)View decision -
Decision Reference DRN1765588
27 Apr 2017 Mortgage Express Not upheldBanking and creditMs J complains that Mortgage Express made several errors in the administration of her accounts. Ms J would like to be compensated for those errors.background Ms J wrote to Mortgage Express to make the following complaints: Mortgage Express wrote to her at one of her p... (2 pages)View decision -
Decision Reference DRN8601201
6 Mar 2015 UK Insurance Limited Not upheldInsurance (excluding PPI)Ms J’s complaint is that U K Insurance Limited’s breakdown agent effectively stole her car and she wants the scrap value of £750. backgroundMs J’s car broke down so she called for assistance under her breakdown policy. The car was taken to her home address because garages were closed ... (2 pages)View decision
