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 352408 results
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Decision Reference DRN-4677457
13 Mar 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4677457 The complaint Mrs H complains that Barclays Bank UK PLC cancelled a payment she had made, meaning she had to travel to a branch to make it again. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in... (2 pages)View decision -
Decision Reference DRN-4679142
13 Mar 2024 Equilibrium Financial Planning LLP Not upheldPensions and AnnuitiesDRN-4679142 The complaint Mr C complains about the advice Equilibrium Financial Planning LLP (‘EFP') gave to him in connection with the transfer of benefits from his defined-benefit (‘DB’) occupational pension scheme to a self-invested personal pension (‘SIPP’). He says the advice was... (5 pages)View decision -
Decision Reference DRN-4466674
13 Mar 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4466674 The complaint Mrs C, who is represented by a professional representative (“PR”) complains that Capital One (Europe) plc (“Capital One”), unfairly turned down her claim made under the Consumer Credit Act 1974 (“CCA”) about a holiday product purchased using her Capital One credit... (3 pages)View decision -
Decision Reference DRN-4676264
13 Mar 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4676264 The complaint Mrs H complains NewDay Ltd trading as John Lewis Credit Card gave her a low credit limit. What happened Mrs H held a John Lewis credit card with another provider, NewDay then took over the brand. Mrs H applied for a credit card with NewDay and was given a £1,000 c... (3 pages)View decision -
Decision Reference DRN-4600574
13 Mar 2024 Mortgage Agency Services Number Six Limited Not upheldMortgagesDRN-4600574 The complaint Miss T complains about how Mortgage Agency Services Number Six Limited (MAS6) has administered her mortgage held with it. She says that field agents were instructed to visit her property without sufficient notice and that MAS6 hasn’t complied with her preferred co... (3 pages)View decision -
Decision Reference DRN-4395517
13 Mar 2024 Metropolitan Housing Trust Ltd Not upheldMortgagesDRN-4395517 The complaint Mr K and Mrs A complain about the redemption of an equity loan they held with Metropolitan Housing Trust Ltd trading as Metropolitan Thames Valley (MTV). What happened In 2009, Mr K and Mrs A bought a shared ownership property. MTV provided an equity loan for £104... (3 pages)View decision -
Decision Reference DRN-4557896
13 Mar 2024 Vacation Finance Limited Not upheldConsumer CreditDRN-4557896 The complaint Mr H, who is represented by a professional representative (“PR”) complains that Vacation Finance Limited (“VFL”) rejected his claims under the Consumer Credit Act (“CCA”) 1974 in respect of a holiday product. What happened In October 2018 Mr H purchased a holiday ... (4 pages)View decision -
Decision Reference DRN-4672820
13 Mar 2024 Elderbridge Limited UpheldMortgagesDRN-4672820 The complaint Mr and Mrs M complain that Elderbridge Limited led them to believe that their secured loan was paid off, only later to tell them they still owed a significant amount of interest. What happened In 2007, Mr and Mrs M took a secured loan for £61,000 with another lend... (4 pages)View decision -
Decision Reference DRN-4657553
13 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4657553 The complaint Mr G complains about lending given to him by Monzo Bank Ltd, and its handling of his relationship with it. What happened On 8 October 2022, Mr G applied for a Flex account with Monzo. It was agreed and he was given a £500 credit limit. On 28 October 2022, he asked... (5 pages)View decision -
Decision Reference DRN-4678665
13 Mar 2024 Santander UK Plc UpheldMortgagesDRN-4678665 The complaint Mr and Mrs O complain that Santander UK Plc (Santander) refused to honour an interest rate on part of their mortgage that they believed had been agreed over the phone in June 2023. What happened Mr and Mrs O hold a mortgage with Santander split across two accounts... (3 pages)View decision
