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 369228 results
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Decision Reference DRN-5292559
12 Feb 2025 LeasePlan UK Limited UpheldConsumer CreditDRN-5292559 The complaint Mrs J complains about charges invoiced to her by LeasePlan UK Limited (“LeasePlan”) shortly after a car that had been on hire to her under a hire agreement (“agreement”) was returned. What happened In 2016 Mrs J was supplied with a car under an agreement with ... (3 pages)View decision -
Decision Reference DRN-5293818
12 Feb 2025 Coventry Building Society Not upheldBanking and PaymentsDRN-5293818 The complaint Mr S complains that Coventry Building Society transferred all the funds from his ISA to an ISA with one provider when he had requested a split transfer to two providers. What happened Mr S held funds in an ISA with Coventry. In September 2024, he made requests ... (2 pages)View decision -
Decision Reference DRN-5026749
12 Feb 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5026749 The complaint Mrs M says Santander UK PLC (“Santander”) refuses to refund her for unauthorised activity on her account. Mrs M is represented in this complaint by her daughter, I will call her B for ease. And the complaint is regarding activity on the account carried out by M... (3 pages)View decision -
Decision Reference DRN-5122286
12 Feb 2025 HARBOUR ROCK CAPITAL LIMITED Not upheldPensions and AnnuitiesDRN-5122286 The complaint Mr D has complained about advice he was given in 2020 regarding the transfer of his defined-benefit (DB) pension scheme, to a personal pension plan. I can see that Mr D was originally dealing with a business which is now known as Harbour Rock Capital Limited. A... (12 pages)View decision -
Decision Reference DRN-5291403
12 Feb 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5291403 The complaint Mr H complains, because of poor service by Santander UK Plc, he decided to self-transfer part of an Individual Savings Account (ISA) held with Santander to a third party, meaning he lost the tax-free wrapper for this part of his ISA. What happened Mr H explains... (3 pages)View decision -
Decision Reference DRN-5258932
12 Feb 2025 The Co-operative Bank Plc Not upheldMortgagesDRN-5258932 The complaint Mr F complains about various issues with his mortgage application with The Co-operative Bank Plc (Co-op). He says that it provided poor service for a number of reasons, and insisted that he completed unnecessary structural works, which meant that it took over f... (5 pages)View decision -
Decision Reference DRN-5287869
12 Feb 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5287869 The complaint Mr D complains about delays and poor service from Santander UK Plc (Santander) when processing his new credit card application. What happened Mr D applied for a Santander credit card in July 2022. The card would entitle him to make 0% balance transfers from oth... (2 pages)View decision -
Decision Reference DRN-5112049
12 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5112049 The complaint Mr S complains Monzo Bank Ltd unfairly applied a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against his name. What happened Mr S held a Monzo account which was opened on 20 July 2023. On 28 September 2023 Mr S receiv... (3 pages)View decision -
Decision Reference DRN-5243424
12 Feb 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5243424 The complaint Ms T is unhappy with the service she received from AXA PPP Healthcare Limited when she needed medical attention under her global healthcare plan (‘the policy’). What happened The details of this complaint are well known to both parties, so I won’t repeat them ... (2 pages)View decision -
Decision Reference DRN-5325545
12 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5325545 The complaint Mr B complains that Revolut Ltd won’t reimburse him after he fell victim to a job scam. Mr B is professionally represented in bringing his complaint, but for ease of reading I’ll refer to all submissions as being made by Mr B directly. What happened On 28 Janua... (5 pages)View decision
