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 4257 results
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Decision Reference DRN4090278
21 Nov 2013 Barclays Bank Plc UpheldBanking and creditMr H entered into a commercial mortgage with Barclays Bank plc. He complains of delay in setting up the mortgage and of the way it was managed.backgroundMr H bought commercial premises intending to let it to a tenant to run a business from. He had a prospective tenant in place, but the ... (3 pages)View decision -
Decision Reference DRN-3766626
21 Oct 2022 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-3766626 The complaint Ms R complains Transunion International UK Limited have incorrect information on her credit file. What happened In September 2021, Ms R says she received a copy of her credit report from a company, who I’ll refer to as “C”. C show a consumer their credit informati... (5 pages)View decision -
Decision Reference DRN-1252241
25 Mar 2020 Aviva Insurance Limited Not upheldInsuranceDRN-1252241The complaintMr A complains that Aviva Insurance Limited trading as Quotemehappy.com (Aviva) recorded a claim against him on a motor insurance policy. What happenedMr A insured his car with Aviva. It contacted him to say it had been told by another insurance company that he’d be... (3 pages)View decision -
Decision Reference DRN6997300
10 May 2017 Mercedes-Benz Financial Services UK Limited Not upheldBanking and creditMiss A complains that the car she acquired through a hire purchase agreement (HPA) with Mercedes-Benz Financial Services UK Limited (the business) was not of satisfactory quality.backgroundMiss A entered into a three year HPA with business in October 2014 to acquire... (3 pages)View decision -
Decision Reference DRN-4173773
13 Jun 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4173773 The complaint Mr S is a sole trader. He complains that HSBC UK Bank Plc unfairly terminated his Bounce Back Loan agreement and closed his bank account. What happened Mr S opened a bank account with HSBC for his sole trader business in July 2020. He successfully applied to the b... (5 pages)View decision -
Decision Reference DRN0188681
25 Mar 2018 National Westminster Bank Plc UpheldBanking and creditMs K complains that National Westminster Bank Plc (NatWest) has failed to provide redemption figures for a mortgage secured over her property, withheld information from her, threatened her with court action, and has wrongly charged her interest and pursued her for borr... (5 pages)View decision -
Decision Reference DRN-4269286
18 Mar 2024 ReAssure Limited UpheldPensions and AnnuitiesDRN-4269286 The complaint Miss D complains that ReAssure Limited unreasonably delayed the transfer of her pension. She says she lost out on opportunities to invest as a result. What happened Miss D held a personal pension with ReAssure. She contacted it about transferring her pension to a ... (5 pages)View decision -
Decision Reference DRN-4300094
5 Dec 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-4300094 The complaint Mr H complains that Nationwide didn’t do enough to protect him from the financial harm caused by an investment scam company, or to help him recover the money once he’d reported the scam to it. What happened Mr H saw an advert on social media for an opportunity to ... (5 pages)View decision -
Decision Reference DRN9480148
11 Apr 2019 Moneybarn No. 1 Limited UpheldBanking and creditMrs P is unhappy with the quality of the car she acquired through Moneybarn No. 1 Limited. Mrs P is being represented by her husband, Mr P. For ease, I will refer to Mrs P throughout the decision.backgroundMrs P acquired a 2011 registration automatic car on finance ... (6 pages)View decision -
Decision Reference DRN-3602793
15 May 2024 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-3602793 The complaint Mr S complained about a transfer of a Scottish Widows Limited (“SWL”) personal pension to an occupational scheme known as the Carrick Harbours Retirement Benefits Scheme (“Carrick Harbours RBS”). The transfer took place in February 2013. Mr S says SWL failed in it... (5 pages)View decision
