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 118878 results
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Decision Reference DRN-3843834
7 Dec 2022 Erudio Student Loans Limited UpheldConsumer CreditDRN-3843834 The complaint Mr H complains that Erudio Student Loans limited unfairly declined a deferment application and terminated his loan agreement. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: Mr H had a stud... (3 pages)View decision -
Decision Reference DRN-3570810
7 Dec 2022 J D Williams & Company Limited UpheldConsumer CreditDRN-3570810 The complaint Mr G complains through his representative that J D Williams & Company Limited irresponsibly provided him with, and increased the credit limit on, mail order accounts so he couldn’t afford the repayments. What happened J D Williams provided Mr G with two mail o... (4 pages)View decision -
Decision Reference DRN-3817220
7 Dec 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3817220 The complaint Mr M complains that Bank of Scotland plc, trading as Halifax, blocked and then closed his bank account. What happened Mr M had an account with Halifax. In October 2020, Halifax decided to close Mr M’s account. It said it had done so following a recent risk assessm... (3 pages)View decision -
Decision Reference DRN-3793942
7 Dec 2022 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-3793942 The complaint Mr K complains that Sainsbury’s Bank Plc (‘Sainsbury’s’) won’t refund two payments he says he didn’t make. What happened Mr K says that he made some credit card transactions in March 2021 but didn’t receive a statement so decided to make a payment of £100 in April... (4 pages)View decision -
Decision Reference DRN-3845642
7 Dec 2022 Starling Bank Limited UpheldBanking and PaymentsDRN-3845642 The complaint Ms C is unhappy with how Starling Bank Limited (‘Starling’) handled a payment they suspected she made as part of a scam. What happened On 5 November 2021, Ms C attempted to make a bank transfer of £3,000 to a friend (who I’ll refer to as P) who lives overseas. The... (5 pages)View decision -
Decision Reference DRN-3692482
6 Dec 2022 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3692482 The complaint Mrs E complains that a car acquired with finance from Creation Consumer Finance Ltd wasn’t of satisfactory quality. What happened In May 2021 Mrs E was supplied with a car and entered into a conditional sale agreement with Creation. Prior to delivery of the car, t... (3 pages)View decision -
Decision Reference DRN-3778496
6 Dec 2022 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-3778496 The complaint Mr W is unhappy with how Mercedes-Benz Financial Services UK Limited (MBFS) dealt with his request for help as a result of the Coronavirus (Covid-19) pandemic. What happened In March 2019, Mr W was supplied with a new car through a hire agreement with MBFS. The ag... (4 pages)View decision -
Decision Reference DRN-3845290
6 Dec 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3845290 The complaint Mr A complains about the advice given by Portal Financial Services LLP (‘Portal’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a self-invested personal pension (‘SIPP’). He says the advice was unsuitable for him and belie... (11 pages)View decision -
Decision Reference DRN-3264100
6 Dec 2022 Hargreaves Lansdown Asset Management Limited UpheldInvestmentsDRN-3264100 The complaint Mr H complains about the time taken to transfer his Fund and Share account and his stocks and shares Individual Savings Account (ISA). Mr H says Hargreaves Lansdown Asset Management Limited (Hargreaves) delayed the transfer of the stock in his account, which resul... (6 pages)View decision -
Decision Reference DRN-3715395
6 Dec 2022 Amtrust Europe Limited UpheldInsuranceDRN-3715395 The complaint Mrs A is unhappy with what Amtrust Europe Limited did after she made a claim on her legal expenses insurance policy. What happened Mrs A has legal expenses insurance with Amtrust as part of her home insurance. In December 2019 she contacted it to make a profession... (4 pages)View decision
