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 362195 results
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Decision Reference DRN-4814517
23 May 2024 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-4814517 The complaint Ms V complains that Clydesdale Financial Services Limited trading as Barclays Partner Finance (“BPF”) acted unfairly and unreasonably by (1) participating in an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 (the “CCA”) and ... (4 pages)View decision -
Decision Reference DRN-4782677
23 May 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4782677 The complaint Mr P complains about how TSB Bank plc dealt with him following his fraud complaint. What happened Mr P says he called TSB about fraudulent activity on his account. He says he spoke to a number of TSB staff, but one staff member was aggressive towards him. Mr P say... (2 pages)View decision -
Decision Reference DRN-4393159
23 May 2024 Lloyds Bank PLC Not upheldMortgagesDRN-4393159 The complaint Mr and Mrs O complain that Lloyds Bank PLC has treated them unfairly when declining to consider a request to extend their mortgage after this had previously been agreed. What happened Mr and Mrs O have an interest only mortgage with Lloyds which was taken out in 2... (3 pages)View decision -
Decision Reference DRN-4606659
23 May 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4606659 The complaint Mr C complains that HSBC UK Bank Plc haven’t provided him with suitable options to make his monthly repayment to his credit card account. What happened Mr C took out a credit card account with HSBC and made a balance transfer, for which he was charged a fee, and h... (2 pages)View decision -
Decision Reference DRN-4815691
23 May 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4815691 The complaint Mr R and Mrs R are unhappy that Barclays Bank UK PLC gave them incorrect information about their mortgage interest rate. What happened Mr R and Mrs R have a Barclays mortgage which had an interest rate of 1.18% fixed until 31 August 2023. Mr R and Mrs R spoke with... (3 pages)View decision -
Decision Reference DRN-4692116
23 May 2024 Macfarlane Wealth Management Ltd Not upheldPensions and AnnuitiesDRN-4692116 The complaint Mr N has complained about how Macfarlane Wealth Management Ltd (“MWM”) handled things in respect of giving him advice on his pensions. MWM is represented in this matter but for ease I will just refer to MWM in my decision. What happened Mr N was a member of a prev... (6 pages)View decision -
Decision Reference DRN-4729623
23 May 2024 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-4729623 The complaint Mr L complained that The Prudential Assurance Company Limited (Prudential) is not allowing him to take his pension benefits as a lump sum. This decision will cause him significant financial hardship. He would like to be allowed to take his pension benefits as a lu... (4 pages)View decision -
Decision Reference DRN-4814870
23 May 2024 PayrNet Limited UpheldBanking and PaymentsDRN-4814870 The complaint Mr C complains that PayrNet Limited is holding him liable for a transaction he didn’t make or otherwise authorise. Mr C holds an account with Pockit who provide services on behalf of PayrNet. For ease, I’ll mainly refer to Pockit in my decision, but it is PayRNet ... (3 pages)View decision -
Decision Reference DRN-4731278
23 May 2024 Ageas Insurance Limited Not upheldInsuranceDRN-4731278 The complaint Mr D complains that Ageas Insurance Limited (“Ageas”) mishandled a claim on his motor insurance policy. What happened The subject matter of the claim and the complaint is a car, first registered in 2021. For the year from 10 September 2022, Mr D had the car insure... (3 pages)View decision -
Decision Reference DRN-4562688
23 May 2024 Advanced Payment Solutions Limited UpheldBanking and PaymentsDRN-4562688 The complaint Mr R complains that Advanced Payment Solutions Limited trading as Cashplus Bank (APS) blocked his account and unreasonably delayed in unblocking it. What happened Mr R is a sole trader. In relation to his business he has an account with APS. On 16 September 2023, ... (2 pages)View decision
