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-4567818
28 Feb 2024 Omni Capital Retail Finance Limited UpheldConsumer CreditDRN-4567818 The complaint Mr H has complained about the way Omni Capital Retail Finance Limited (“Omni”) responded to claims he’d made under the Consumer Credit Act 1974 (“CCA”). He’s also alleged Omni irresponsibly lent to him. Mr H has been represented in bringing his complaint but, to k... (5 pages)View decision -
Decision Reference DRN-4238892
28 Feb 2024 Positive Lending (UK) Limited Not upheldMortgagesDRN-4238892 The complaint Mr J and Mrs A complain about the advice they were given by Capital B Property Finance Limited (CBPF), a mortgage broker, to take out bridging loans in 2019. CBPF was an appointed representative of Positive Lending (UK) Limited at the relevant time. Mr J and Mrs A... (4 pages)View decision -
Decision Reference DRN-4615022
28 Feb 2024 Unum Ltd Not upheldInsuranceDRN-4615022 The complaint Mr H complains that Unum Ltd has turned down a claim he made on a group income protection insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve set out a summary of what I think are the key events. Mr H is insured ... (6 pages)View decision -
Decision Reference DRN-4616760
28 Feb 2024 Pepper (UK) Limited Not upheldMortgagesDRN-4616760 The complaint Mr and Mrs P complain that Pepper (UK) Limited trading as Engage Credit and its predecessors irresponsibly lent to them, subsequently overcharged them on their mortgage by applying an unfairly high rate of interest and have mismanaged the account. What happened Mr... (7 pages)View decision -
Decision Reference DRN-4650530
28 Feb 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4650530 The complaint Mr A complains that Barclays Bank UK PLC unfairly closed his bank account. What happened Mr A had a current account with Barclays, which he’d had for a number of years. Mr A has explained that this was his main account that he used for everyday living expenses, to... (5 pages)View decision -
Decision Reference DRN-4650335
28 Feb 2024 Standard Life Assurance Limited UpheldPensions and AnnuitiesDRN-4650335 The complaint Mr S complains that Standard Life Assurance Limited (Standard Life) hasn’t taken sufficient responsibility for the mismanagement of his pension. And that its response has left him concerned about the accuracy and fairness of the remediation payment it has already ... (6 pages)View decision -
Decision Reference DRN-4609000
28 Feb 2024 Lloyds Bank PLC Not upheldInsuranceDRN-4609000 The complaint Mr P and Ms T have complained that Lloyds Bank plc mis-sold them a life insurance policy when they took out their mortgage. They said they didn’t know it had decreasing cover. And they’re unhappy they continued to pay the premiums after the mortgage was paid off... (3 pages)View decision -
Decision Reference DRN-4613967
28 Feb 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4613967 The complaint Miss M complains that Clydesdale Bank Plc, trading as Virgin Money (“Virgin”), irresponsibly granted her three credit cards she couldn’t afford to repay. What happened Miss M entered into an agreement with Virgin to have access to credit via three credit card acco... (4 pages)View decision -
Decision Reference DRN-4629330
28 Feb 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4629330 The complaint Mr D has complained that Aviva Insurance Limited unfairly declined a claim under his home insurance policy. What happened Mr D contacted a plumber after noticing a smell in his house. The plumber found the waste pipe under his kitchen sink had been leaking in the ... (2 pages)View decision -
Decision Reference DRN-4435852
28 Feb 2024 Bank of Scotland Plc Not upheldConsumer CreditDRN-4435852 The complaint Mr D complains that Bank of Scotland plc trading as Halifax ,didn’t clearly explain his cancellation rights when he took out a loan to refinance and existing loan and to pay off a credit card. He would like Halifax to let him revert to his previous loan. What happ... (2 pages)View decision
