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 362195 results
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Decision Reference DRN-5121473
21 Nov 2024 Zopa Bank Limited Not upheldConsumer CreditDRN-5121473 The complaint Mr H complains about the way in which Zopa Bank Limited has administered his loan. What happened In September 2023 Mr H applied for a loan with Zopa. The loan was for £17,000 with contractual monthly payments of £477.59 over a 48 month term, with payments due o... (2 pages)View decision -
Decision Reference DRN-4983756
21 Nov 2024 Quilter Financial Services Ltd UpheldInvestmentsDRN-4983756 The complaint Ms L complains about the suitability of investment advice given to her by Quilter Financial Services Ltd. What happened In 2022 Ms L spoke with an adviser from Quilter and a while later invested funds in an Individual Savings Account (ISA) and a Collective Inve... (4 pages)View decision -
Decision Reference DRN-5084030
21 Nov 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-5084030 The complaint Mr N is being represented by solicitors. He’s complaining about Wise Payments Limited because it won’t refund money he lost as the result of fraud. What happened Sadly, Mr N was the victim to a cruel job scam. He says he was approached on WhatsApp by somebody o... (4 pages)View decision -
Decision Reference DRN-5162953
21 Nov 2024 Santander UK Plc Not upheldMortgagesDRN-5162953 The complaint F and L complain that Santander UK Plc didn’t respond to questions they raised about the validity of their mortgage. What happened F and L originally took a mortgage with Santander in 2011. They say that in April 2023 they handed a document into a branch of San... (3 pages)View decision -
Decision Reference DRN-4917489
21 Nov 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4917489 The complaint Ms D complains that HSBC UK Bank Plc (‘HSBC’) won’t reimburse the funds she lost when she says she fell victim to a scam. What happened Ms D says that she was persuaded to make an investment with a company I’ll refer to as H in my decision. H was a private ren... (4 pages)View decision -
Decision Reference DRN-5148683
21 Nov 2024 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-5148683 The complaint Miss O complains TransUnion International UK Limited (TU) merged her credit report with two other people. What happened In July 2024 Miss O was in the process of applying for a mortgage – and was advised by her mortgage broker to check her credit report after ... (2 pages)View decision -
Decision Reference DRN-5049396
21 Nov 2024 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5049396 The complaint The estate of Mrs C is unhappy with the way Legal and General Assurance Society Limited (‘L&G’) handled two claims made on two separate life insurance policies held by Mrs C, after she sadly died. What happened Mrs C successfully applied for two life insur... (5 pages)View decision -
Decision Reference DRN-5020251
21 Nov 2024 Santander UK Plc Not upheldMortgagesDRN-5020251 The complaint Miss L complains that Santander UK Plc unfairly charged interest to her mortgage account at its ‘follow-on’ rate, after her fixed rate had ended, rather than its standard variable rate as she was expecting. What happened In 2022 Miss L took a new fixed rate mo... (3 pages)View decision -
Decision Reference DRN-5125179
21 Nov 2024 Haven Insurance Company Limited UpheldInsuranceDRN-5125179 The complaint Mr K complains that Haven Insurance Company Limited (“Haven”) cancelled his car insurance policy which also meant it wouldn’t pay his claim. What happened Mr K had a motor insurance policy with Haven covering his car. He took the policy out via a broker. In Mar... (3 pages)View decision -
Decision Reference DRN-5113334
21 Nov 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5113334 The complaint Miss B is being represented by solicitors. She’s complaining about Santander UK Plc because it won’t refund money she lost as the result of fraud. What happened In December 2023, Miss B fell victim to a cruel job scam that required her to pay money to obtain ta... (3 pages)View decision
