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 370904 results
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Decision Reference DRN-4833965
7 Aug 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4833965 The complaint Mr M complains that Santander UK Plc blocked then closed his account unfairly, causing him significant inconvenience. He’s also dissatisfied with the amount of time it took Santander to pay him the closing balance from his account. What happened In late 2022 Sa... (4 pages)View decision -
Decision Reference DRN-4932182
7 Aug 2024 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-4932182 The complaint Mrs G complains that Marks and Spencer Financial Services Plc (MSFS) lent to her irresponsibly. What happened In October 2006 Mrs G applied for a credit card with MSFS. The application was accepted and Mrs G was given a credit card with an initial credit limit ... (2 pages)View decision -
Decision Reference DRN-4954218
7 Aug 2024 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-4954218 The complaint Mr B complains that Scottish Widows Limited (SW) failed to process the transfer of his personal pension plan (PPP) to purchase an annuity correctly resulting in him receiving a lower income for the rest of his life. He wants compensation for the losses incurred... (7 pages)View decision -
Decision Reference DRN-4765365
7 Aug 2024 Capquest Debt Recovery Limited UpheldConsumer CreditDRN-4765365 The complaint Mr M complains about contact by Capquest Debt Recovery Limited in relation to a debt that was closed as part of his bankruptcy. What happened Mr M has explained that he was made bankrupt and subsequently discharged in 2012. As part of the bankruptcy proceeding... (3 pages)View decision -
Decision Reference DRN-4819507
7 Aug 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4819507 The complaint Miss C is unhappy with how Aviva Insurance Limited handled her claim on her motor policy. She feels the mechanical breakdown of her vehicle is linked to damage sustained in an accident she had previously claimed for. What happened In November 2021 Miss C’s veh... (3 pages)View decision -
Decision Reference DRN-4884258
7 Aug 2024 Bank of Scotland Plc UpheldMortgagesDRN-4884258 The complaint Mr M complains that Bank of Scotland plc trading as Halifax: - caused unnecessary delays which led to his mortgage offer expiring; - declined his second application; - provided very poor customer service; and - failed to remove his ex-partner’s name from the mo... (5 pages)View decision -
Decision Reference DRN-4799957
7 Aug 2024 Robert Bruce Associates Limited Not upheldPensions and AnnuitiesDRN-4799957 The complaint Mr F complains that Robert Bruce Associates Limited trading as RBA Financial Planning (RBA) gave him unsuitable advice to switch his existing personal pension with a provider I’ll refer to as provider O to a Self-Invested Personal Pension (SIPP) with a provider... (6 pages)View decision -
Decision Reference DRN-4902156
7 Aug 2024 HBOS Investment Fund Managers Limited Not upheldInsuranceDRN-4902156 The complaint Mr and Mrs S complain that HBOS Investment Fund Managers Limited t/a Halifax Financial Services (“HFS”) failed to provide them with the options prior to their Maximum Investment Plans maturing and the plans have now lost their tax qualifying status. What happen... (9 pages)View decision -
Decision Reference DRN-4720123
7 Aug 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-4720123 The complaint Mr K is unhappy with Metro Bank PLC. It has a limit on the amount of cash that can be paid in by a customer per day of £5,000. Mr K had £8,000 to pay so had to make another journey the next day to pay in the extra amount. What happened Mr K had opened his acco... (2 pages)View decision -
Decision Reference DRN-4839791
7 Aug 2024 Next Retail Limited Not upheldConsumer CreditDRN-4839791 The complaint Mrs H complains that her account with Next Retail Limited (Next) was blocked because of information from a credit reference agency. What happened Mrs H has had a Next account since 2016. In September 2022, it was suspended as Next were given adverse information... (2 pages)View decision
