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 381196 results
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Decision Reference DRN-4722173
5 Nov 2024 JAJA FINANCE LTD Not upheldBanking and PaymentsDRN-4722173 The complaint Mr C complains about the way Jaja Finance Ltd handled a chargeback claim he raised. What happened Mr C visited a cinema and also purchased food using his Jaja credit card on 6 January 2024. Mr C has explained that the food he purchased while at the cinema was o... (2 pages)View decision -
Decision Reference DRN-5126311
5 Nov 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5126311 The complaint Mr W complains that Carey Pensions UK LLP (‘Carey’) (now called Options UK Personal Pensions LLP, but I’ll refer to Carey throughout for ease) shouldn’t have accepted his Self- Invested Personal Pension (‘SIPP’) and investment application from an unregulated th... (38 pages)View decision -
Decision Reference DRN-4887852
5 Nov 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4887852 The complaint Mr and Mrs S’s complaint is about two mortgages they held until recently with Barclays Bank UK Plc. One mortgage was residential, the other buy-to-let (BTL). Mr and Mrs S say: When they took out a new interest rate product for part of their residential mort... (5 pages)View decision -
Decision Reference DRN-5107514
5 Nov 2024 Skipton Building Society Not upheldBanking and PaymentsDRN-5107514 The complaint Mr N complains on behalf of Ms N that Skipton Building Society (“Skipton”) requested he provide evidence of Ms N’s residential care home address without providing a reasonable explanation of why it was required. What happened Ms N holds an account with Skipton.... (3 pages)View decision -
Decision Reference DRN-4947307
5 Nov 2024 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-4947307 The complaint Miss R complains about the quality of a new car that was supplied through a Conditional Sale Agreement with Stellantis Financial Services UK Limited trading as Vauxhall Finance (Vauxhall). Miss R is also not happy with the quotation she received to terminate he... (5 pages)View decision -
Decision Reference DRN-5066918
5 Nov 2024 One Insurance Limited UpheldInsuranceDRN-5066918 The complaint Mrs F complains One Insurance Limited (One Insurance) unfairly deemed her car a total loss after she made a claim on her motor insurance policy, and it did not provide clear communication during the handling of her claim. One Insurance are the underwriters of ... (3 pages)View decision -
Decision Reference DRN-4915838
5 Nov 2024 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-4915838 The complaint Mr F complains about a car he acquired through a Hire Purchase agreement with Specialist Motor Finance Limited (‘SMF’). He says there were problems with the car from the outset. The car was returned for repair and further issues have arisen since. He wants to h... (5 pages)View decision -
Decision Reference DRN-4880600
5 Nov 2024 Sky UK Limited Not upheldConsumer CreditDRN-4880600 The complaint Mr Z complains Sky UK Limited is unfairly holding him responsible for a mobile phone device he says he never received under a fixed sum loan agreement. What happened On 9 September 2022, Mr Z took out a fixed sum loan agreement online to finance the purchase o... (4 pages)View decision -
Decision Reference DRN-5068962
5 Nov 2024 The Mortgage Works (UK) Plc Not upheldMortgagesDRN-5068962 The complaint Ms M complains about delays with a new interest rate product being applied to her buy to let mortgage with The Mortgage Works (UK) Plc. She asks that TMW apologises and refunds interest. What happened Ms M has a buy to mortgage with TMW. Her interest rate produ... (2 pages)View decision -
Decision Reference DRN-5030723
5 Nov 2024 Central Liverpool Credit Union Limited Not upheldConsumer CreditDRN-5030723 The complaint Mr P complains about delays and poor service when he applied for a loan with Central Liverpool Credit Union Limited trading as Central Credit Union (CCU). What happened Mr P had an existing loan with CCU and around two weeks before the term ended he contacted i... (3 pages)View decision
