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 4777 results
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Decision Reference DRN-4152694
31 Oct 2023 Aviva Life & Pensions UK Limited Not upheldMortgagesDRN-4152694 The complaint Mr P, with the assistance of his representative, complains that Aviva Life & Pensions UK Limited failed to progress his application for a Lifetime mortgage as it should have and he’s lost out as a result. What happened This complaint has been brought by Mr P w... (3 pages)View decision -
Decision Reference DRN2080079
10 Oct 2014 Barclays Bank Plc UpheldInsurance (excluding PPI)Mr E complains a card protection policy was mis-sold to him by a predecessor of Barclays Bank Plc. background In September 2002 a card protection policy was added to Mr E’s credit card. In 2013 Mr E complained the policy had been added without his knowledge or consent. Barclays did not u... (3 pages)View decision -
Decision Reference DRN8518276
19 Aug 2019 Barclays Bank UK PLC Not upheldBanking and creditMr V is unhappy that – after Barclays Bank UK PLC (‘Barclays’) corrected an error on his account – he’s no longer receiving pre-approved loan offers.backgroundAround March 2018, Mr V says Barclays removed a marker on his current account, after they realised it had been added in error. They... (3 pages)View decision -
Decision Reference DRN1532003
22 May 2017 Barclays Bank Plc Not upheldBanking and creditMr and Mrs B have complained that Barclays Bank Plc mis-sold three packaged bank accounts. A Current Account Plus to Mr B in 2008 and 2009 and Additions Active account in 2012 to both Mr and Mrs B.backgroundOne of our adjudicators has looked into Mr and Mrs B’s comp... (3 pages)View decision -
Decision Reference DRN1551609
4 May 2021 Carcashpoint Limited UpheldBanking and creditMr P complains that CarCashPoint Limited (“CarCashPoint”) unfairly provided him with logbook loans. background CarCashPoint provided Mr P with logbook loans as follows: Loan Date taken Date repaid Number of instalments Loan amount Weekly repayment* 1 30/03/2017 22/09/2017 78 weekly £560.0... (4 pages)View decision -
Decision Reference DRN5099181
13 Jan 2017 Home Retail Group Card Services Limited Not upheldBanking and creditMr R complains that Home Retail Group Card Services Limited (trading as Argos Card Services) incorrectly recorded a default on his credit file. backgroundMr R entered into an agreement with Argos which required him to make monthly minimum payments. His account was in arre... (3 pages)View decision -
Decision Reference DRN5524580
23 Jun 2020 Carnegie Consumer Finance Limited Not upheldBanking and creditMr K complains that a training course that he paid for using a fixed sum loan agreement with Carnegie Consumer Finance Limited (Carnegie) was misrepresented to him.backgroundMr K entered into a fixed sum loan agreement with Carnegie in November 2017 to pay for a gas safe engineering course... (3 pages)View decision -
Decision Reference DRN-4432539
16 Nov 2023 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4432539 The complaint Mrs C has complained Bank of Scotland plc, trading as Halifax, allowed the contents of her savings account to be completely withdrawn over a short period of time without any intervention. What happened Mrs C is over 90 years old. One of her three daughters has bee... (3 pages)View decision -
Decision Reference DRN4124497
8 Sep 2020 Craig Mitchell UpheldInvestment and pensionsMr P complains that Craig Mitchell – as the registered financial advisor – approved and, in effect, recommended investing £10,000 in an unsuitable investment bond in 2017. The product literature made various promises about guaranteeing a return of the capital after 12 months with a set lev... (3 pages)View decision -
Decision Reference DRN-3753066
7 Nov 2022 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-3753066 The complaint Miss B complained that St. James's Place Wealth Management Plc (SJP) misled her about a fee arrangement and failed to operate in a fair and transparent way. She was also unhappy with SJP’s response after she first raised concerns in February 2021. To put thin... (3 pages)View decision