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 3981 results
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Decision Reference DRN-3628010
6 Mar 2023 Nationwide Building Society Not upheldBanking and PaymentsDRN-3628010 The complaint Mr D complains that Nationwide Building Society won’t make reasonable adjustments to allow his carer to pay cash into his account on his behalf. What happened Mr D wanted to pay cash into his current account with Nationwide. Because Mr D is disabled and due to his... (3 pages)View decision -
Decision Reference DRN7430550
18 Nov 2013 Bank of Scotland Plc Not upheldInvestment and pensionsMr and Mrs T believe they have suffered a financial loss as a result of receiving inappropriate and misleading advice from an advisor representing Bank of Scotland Plc (“the business”).background Following meetings held with a representative from the business, Mr and Mrs T invested £6,00... (5 pages)View decision -
Decision Reference DRN7951299
11 Feb 2021 The Car Finance Company (2007) Ltd Not upheldBanking and creditComplaint Mr S complains that The Car Finance Company (2007) Ltd (“TCFC”) provided him with an unaffordable hire-purchase agreement and refused to help when he had difficulties making his payments. Background In February 2015, TCFC entered into a hire purchase agreement with Mr B to financ... (3 pages)View decision -
Decision Reference DRN-3885167
9 Jan 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3885167 The complaint Mr M complains through his representative (B) that Barclays Bank UK PLC trading as Barclaycard didn’t fairly or reasonably deal with her complaint under Section 75 of the Consumer Credit Act 1974 (CCA) in respect of a holiday product purchased on 10 September 2014... (3 pages)View decision -
Decision Reference DRN0136675
5 Jul 2018 Johnson Birkett Limited Not upheldInvestment and pensionsMrs K complains that Johnson Birkett Limited did not act in her best interests when it gave her investment advice in 1998 and 1999 and that it didn’t maintain the investments over the years. She also complains that Johnson Birkett failed to advise her that withdrawal ... (4 pages)View decision -
Decision Reference DRN-4401482
25 Oct 2023 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4401482 The complaint Miss L complains that Moneybarn No 1 Limited trading as Moneybarn agreed to lending that she couldn’t afford. Miss L is represented by a third party in bringing her complaint but for ease of reading I will only refer to Miss L in my decision. What happened In 2020... (4 pages)View decision -
Decision Reference DRN-4240685
12 Jul 2023 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4240685 The complaint X complains about the quality of a car she has been financing through an agreement with BMW Financial Services (GB) Limited, trading as Alphera Financial Services, who I’ll call “BMWFS”. What happened I issued a further provisional decision on this complaint last ... (6 pages)View decision -
Decision Reference DRN-4906866
27 Aug 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4906866 The complaint Miss G complains that Monzo Bank Ltd won’t refund money she lost when she was a victim of an investment scam. Miss G is represented by a firm I’ll refer to as ‘C’. What happened The background to this complaint is well known to both parties and so I’ll only ref... (10 pages)View decision -
Decision Reference DRN6276498
4 Oct 2013 The Prudential Assurance Company Limited UpheldInvestment and pensionsMrs A has complained that advice she received from The Prudential Assurance Company Limited (“the business”) in 2000 to invest in the Balance Trust fund of an Individual Savings Account (ISA) was unsuitable for her. She is represented in her complaint by a third party adviser.Specifica... (5 pages)View decision -
Decision Reference DRN1667823
29 Mar 2021 Shawbrook Bank Limited UpheldBanking and creditMiss B feels that Shawbrook Bank Limited has treated her unfairly in relation to a finance agreement regarding work done on the external parts of her house. background Earlier this month I issued a provisional decision which both parties have now responded to. I shall address those respons... (4 pages)View decision
