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 360264 results
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Decision Reference DRN-4529217
19 Jan 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4529217 The complaint Mr and Miss M have complained about the way Aviva Insurance Limited have settled a claim they made under their home insurance policy. For ease I’ve referred to Miss M in my decision as the lead complainant. What happened Unfortunately, Mr and Miss M’s home was bur... (3 pages)View decision -
Decision Reference DRN-4560536
19 Jan 2024 David Stock & Co Limited UpheldPensions and AnnuitiesDRN-4560536 The complaint Mr H complains about the advice given by David Stock & Co Limited (‘DS&C’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme, the British Steel Pension Scheme (‘BSPS’) to a personal pension. He says the advice was unsuita... (5 pages)View decision -
Decision Reference DRN-4460268
19 Jan 2024 First Response Finance Ltd Not upheldConsumer CreditDRN-4460268 The complaint Mr F complains that First Response Finance Ltd (FRF) irresponsibly entered into a hire purchase agreement with him that he couldn’t afford to repay. Mr F is represented by a third party but for ease of reading I will only refer to Mr F in my decision. What happene... (4 pages)View decision -
Decision Reference DRN-4512238
19 Jan 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4512238 The complaint Mr R complains that Santander failed to inform him that a direct-debit payment towards his Santander credit card had failed the day prior to his payment due date. He says that had he been informed, he would have had made alternative arrangements to pay on time, wh... (3 pages)View decision -
Decision Reference DRN-4509526
19 Jan 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4509526 The complaint Mr T complains Monzo Bank Ltd (Monzo) failed to refund him for transactions on his account he says he didn’t make. What happened Mr T says four transactions were made on his Monzo account on 27 May 2023 totally an amount of £720.80 – which he says are fraudulent. ... (2 pages)View decision -
Decision Reference DRN-4154804
19 Jan 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4154804 The complaint Mr R complains Santander UK Plc has failed to honour a claim he brought under section 75 of the Consumer Credit Act 1974 (“CCA”). Mr R is represented in his complaint by a claims management company. When I refer to things said or done by Mr R, this should be taken... (6 pages)View decision -
Decision Reference DRN-4569778
19 Jan 2024 Target Servicing Limited UpheldMortgagesDRN-4569778 The complaint Mr L and Miss L’s complaint is about a ‘Help-to-Buy’ loan they had, and which was administered by Target Servicing Limited. They are unhappy about how Target handled their account when they were trying to pay it off, which caused them stress and anxiety. In additi... (8 pages)View decision -
Decision Reference DRN-4564026
19 Jan 2024 First Response Finance Ltd Not upheldConsumer CreditDRN-4564026 Complaint Mr E complains that First Response Finance Ltd (“First Response”) unfairly entered into a hire-purchase agreement with him. He’s effectively said that the monthly payments to this agreement were unaffordable given his circumstances at the time and so he shouldn’t have... (3 pages)View decision -
Decision Reference DRN-4497807
19 Jan 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4497807 The complaint Mr T has complained that Barclays Bank UK PLC, trading as Barclaycard, unfairly turned down his claim made under the Consumer Credit Act 1974 (“CCA”) about something bought using his Barclaycard. What happened In February 2013, Mr T, alongside another, purchased h... (3 pages)View decision -
Decision Reference DRN-4406850
19 Jan 2024 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-4406850 The complaint Mr L complains that the stakeholder pension plan he held with Scottish Widows Limited (Scottish Widows) fell by around 40% from December 2021 to when he took his tax free cash (TFC) and switched to a drawdown plan in October 2022. He says this significant fall in ... (7 pages)View decision
