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 4212 results
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Decision Reference DRN4894125
6 Nov 2015 Bank of Scotland Plc Not upheldBanking and creditMrs S has complained to us about the way Bank of Scotland plc (‘BoS’) have handled the joint account she holds with her husband, Mr S, after he went into an Individual Voluntary Arrangement (‘IVA’).backgroundMr and Mrs S had a joint bank account with BoS with an o... (2 pages)View decision -
Decision Reference DRN5103020
10 Oct 2014 Barclays Bank Plc Not upheldBanking and creditMrs E complains about a car purchased using her credit card. The complaint is brought against Barclays Bank Plc under section 75 of the Consumer Credit Act 1974.backgroundMrs E raised a section 75 claim against Barclays for breach of contract and misrepresentation in respect of the car... (2 pages)View decision -
Decision Reference DRN4138094
25 Jan 2017 Bank of Scotland Plc Not upheldInvestment and pensionsMiss L’s complaint is about the sale of a mortgage endowment policy in 1992. She doesn’t believe that the policy was suitable for her, given her circumstances at the time. Miss L is also unhappy that Bank of Scotland plc (BoS) has refused to investigate her complai... (2 pages)View decision -
Decision Reference DRN4703572
18 Sep 2018 Pentagon (UK) Limited Not upheldBanking and creditMrs D complains that Pentagon (UK) Limited trading as Euro Debt Financial Services mis- sold her a Debt Management Plan (DMP). Mrs D says she thought she had entered an Individual Voluntary arrangement (IVA).backgroundIn 2010 Mrs D took advice from a debt management ... (2 pages)View decision -
Decision Reference DRN7163941
20 Nov 2015 Markerstudy Insurance Company Limited UpheldInsurance (excluding PPI)Mrs O has complained that Markerstudy Insurance Company Limited unfairly cancelled her policy and refused to deal with a claim she made under her motor policy. Mrs O made a claim to Markerstudy following the theft of her car.backgroundMrs O bought a short term moto... (2 pages)View decision -
Decision Reference DRN-3997438
2 Mar 2023 TSB Bank plc Not upheldBanking and PaymentsDRN-3997438 The complaint Ms A complains that TSB Bank plc unfairly restricted and closed her accounts. What happened Ms A is the owner and director of a company, which I’ll refer to as “M”. Both Ms A and M banked with TSB. Ms A held a current account and savings account with the bank. M o... (3 pages)View decision -
Decision Reference DRN-3741297
23 May 2023 Quilter Life & Pensions Limited UpheldPensions and AnnuitiesDRN-3741297 The complaint Mrs G complains that Quilter Life & Pensions Limited caused delays when she was transferring her personal pension to it, and she lost out because the funds were invested at a later date than they should have been. What happened Mrs G’s complaint was considered... (6 pages)View decision -
Decision Reference DRN-4386327
6 Oct 2023 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-4386327 The complaint Miss S has complained about the amount AA Underwriting Insurance Company Limited (AA) paid in settlement of a claim she made under her motor insurance policy. What happened The details of this complaint are well known to both parties, so I will not repeat them aga... (5 pages)View decision -
Decision Reference DRN1935279
13 Jul 2016 Temple Finance Limited UpheldBanking and creditMrs C complains that an electrical appliance she acquired under a hire purchase agreement financed by Temple Finance Limited (Temple) was of unsatisfactory quality.backgroundThe background to this complaint, and my initial conclusions, were set out in my provisional de... (5 pages)View decision -
Decision Reference DRN6167861
25 Sep 2019 BMW Financial Services (GB) Limited Not upheldBanking and creditMr W complains that cars that were supplied to him under hire purchase agreements with BMW Financial Services (GB) Limited weren’t of satisfactory quality, that the agreements were mis-sold to him and about other issues relating to the cars and the agreements.backgroundA used car was suppl... (4 pages)View decision
