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 366874 results
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Decision Reference DRN-4453948
29 Apr 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4453948 The complaint Mrs G complains about the charges Mitsubishi HC Capital UK Plc, trading as Novuna Vehicle Solutions (“Novuna”), applied when she returned a car after she voluntarily terminated a hire purchase agreement. What happened Mrs G entered into a hire agreement in Decembe... (3 pages)View decision -
Decision Reference DRN-4763536
29 Apr 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4763536 The complaint Mr C has complained that Barclays failed to recognise that he was using his substantial overdraft facility to gamble via high-risk investment platforms. Background Mr C has had a current account with Barclays since the early 1980s. It currently has an exceptionall... (4 pages)View decision -
Decision Reference DRN-4770382
29 Apr 2024 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-4770382 The complaint Mr B complains about the way Red Sands Insurance Company (Europe) Limited handled a claim he made on his motor warranty. What happened Mr B took out a motor warranty when purchasing his car in 2022. He said around three months later the car broke down. He received... (6 pages)View decision -
Decision Reference DRN-4573613
29 Apr 2024 Live Smart Financial Planning Limited Not upheldPensions and AnnuitiesDRN-4573613 The complaint Mrs S complained that she has suffered a financial loss as Live Smart Financial Planning Limited (Live Smart) gave her unsuitable advice about switching SIPP providers and the subsequent investments she made. She would like to be compensated for any losses she has... (3 pages)View decision -
Decision Reference DRN-4766029
29 Apr 2024 Santander UK Plc UpheldMortgagesDRN-4766029 The complaint Mr and Mrs B complain that Santander UK plc withdrew a mortgage offer it had made to them and didn’t give a reason. What happened Mr and Mrs B had an existing mortgage of just over £280,000 with Santander, on a fixed interest rate which was due to end in January 2... (4 pages)View decision -
Decision Reference DRN-4656970
29 Apr 2024 Sun Life Assurance Company of Canada (U.K.) Limited Not upheldInvestmentsDRN-4656970 The complaint Mr L is represented by a claims management company (CMC). It brings a complaint on his behalf about a Capital Builder savings plan sold to him by Sun Life Assurance Company of Canada (U.K.) Limited. The CMC says the plan was mis-sold because Mr L had no need for a... (4 pages)View decision -
Decision Reference DRN-4683759
29 Apr 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-4683759 The complaint Mr and Mrs D complain that Barclays Bank UK PLC treated them unfairly following the ending of the term of their buy to let mortgage. What happened Mr and Mrs D have a buy to let mortgage with Barclays, taken out in 2010 (with further borrowing taken later the same... (3 pages)View decision -
Decision Reference DRN-4632361
29 Apr 2024 Pepper (UK) Limited Not upheldMortgagesDRN-4632361 The complaint Mr G complains that Pepper (UK) Limited, trading as Engage Credit, hasn’t treated him fairly when he’s experienced financial difficulties. He’s unhappy about the mortgage balance, and in particular with fees, charges and additional interest Engage and predecessor ... (3 pages)View decision -
Decision Reference DRN-4693999
29 Apr 2024 West Bay Insurance Plc Not upheldInsuranceDRN-4693999 The complaint Mr R complains about how West Bay Insurance Plc handled his claim against his motorcycle insurance policy. Reference to West Bay includes its agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here in f... (4 pages)View decision -
Decision Reference DRN-4045901
29 Apr 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4045901 The complaint Ms S has complained about the way Creation Consumer Finance Limited (“Creation”) responded to a claim she’d made under section 75 (s75) of the Consumer Credit Act 1974 (the “CCA”). Ms S has been represented in bringing her complaint but, to keep things simple, I’l... (8 pages)View decision
