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-3390466
4 May 2022 Madison CF UK Limited UpheldConsumer CreditDRN-3390466 The complaint Mr B, through his representative, complains that Madison CF UK Limited trading as 118 118 Money (Madison) lent to him irresponsibly. What happened Using information from Madison, here is a brief table of the loans approved. Loan 5 was withdrawn and the capital rep... (6 pages)View decision -
Decision Reference DRN-3458493
4 May 2022 Yorkshire Building Society UpheldMortgagesDRN-3458493 The complaint Mr F and Miss S complain that Yorkshire Building Society (YBS) unfairly set up their mortgage in two parts, one of which was on its standard variable rate (SVR) rather than the fixed rate they wanted. They also complain that, having found out about YBS’s error, th... (5 pages)View decision -
Decision Reference DRN-3460904
4 May 2022 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-3460904 The complaint Miss W complains that a car supplied under a conditional sale agreement with Moneybarn No. 1 Limited was not of satisfactory quality. What happened In March 2021 Miss W took a used car from Moneybarn under a five-year conditional sale agreement. The car was around... (3 pages)View decision -
Decision Reference DRN-3460734
4 May 2022 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-3460734 The complaint Mr P complains that American Express Services Europe Limited (AESEL) trading American Express (Amex) didn’t treat him fairly when he was in financial difficulty. What happened Mr P has an Amex credit card – held since 2003. On the statement sent on 28 April 2021,... (4 pages)View decision -
Decision Reference DRN-3447163
4 May 2022 Nationwide Building Society UpheldBanking and PaymentsDRN-3447163 The complaint Mrs F complains that Nationwide Building Society (Nationwide) wouldn’t allow her access to a branch. What happened Mrs F and her husband applied to emigrate to New Zealand and as part of that they needed to transfer their investment accounts into joint names or in... (3 pages)View decision -
Decision Reference DRN-3460459
4 May 2022 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-3460459 The complaint Mrs G is unhappy with Mitsubishi HC Capital UK Plc 1 trading as Hitachi Personal Finance’s (Hitachi) handling of her complaint under Section 75 (S75) Consumer Credit Act 1974. At times during this complaint, Mr G has been involved too. But as the agreement is sole... (4 pages)View decision -
Decision Reference DRN-3344677
4 May 2022 National House-Building Council UpheldInsuranceDRN-3344677 The complaint Mr H and Miss C complain that National House-Building Council (“NHBC”) have unfairly handled a claim under their building warranty. Mr H has led this complaint with our Service, so I’ll mainly refer to him throughout. What happened The background of this complaint... (4 pages)View decision -
Decision Reference DRN-3448383
4 May 2022 Bank of Scotland Plc UpheldMortgagesDRN-3448383 The complaint Mr N complains delays in Bank of Scotland plc trading as Birmingham Midshires (BM) providing confirmation they’d allow the charge over his property to be released if he sold it at a shortfall, has caused him financial loss. Mr N is represented in this complaint by... (4 pages)View decision -
Decision Reference DRN-2707868
4 May 2022 Better Retirement Group Ltd UpheldPensions and AnnuitiesDRN-2707868 The complaint Mrs H complains about the advice given by Better Retirement Group Ltd trading as Fiducia Prosperity (BRG) to transfer the benefits from her defined-benefit (‘DB’) occupational pension scheme to a personal pension. She says the advice was unsuitable for her and bel... (8 pages)View decision -
Decision Reference DRN-3324796
4 May 2022 Gain Capital UK Limited UpheldInvestmentsDRN-3324796 The complaint Mr D is represented by his lawyer. He seeks compensation for financial loss that he says resulted directly from Gain Capital UK Limited (‘Gain’) – Erroneously under-calculating and applying the margin required for US S&P 500 Options trades he opened between 3... (7 pages)View decision
