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 364422 results
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Decision Reference DRN-4966615
4 Dec 2024 Nationwide Building Society Not upheldMortgagesDRN-4966615 The complaint Miss S and Mr T complain that Nationwide didn’t inform them they could book a new mortgage interest rate product deal up to six months before their old one expired. They’re also unhappy that an appointment they booked with a Nationwide mortgage advisor was canc... (6 pages)View decision -
Decision Reference DRN-4803372
4 Dec 2024 Blue Motor Finance Ltd Not upheldConsumer CreditDRN-4803372 The complaint Ms C complains that the car she acquired financed through a hire purchase agreement with Blue Motor Finance Ltd wasn’t of satisfactory quality. What happened Ms C acquired a car financed through a hire purchase agreement with Blue Motor she signed in June 2023.... (4 pages)View decision -
Decision Reference DRN-5091323
4 Dec 2024 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5091323 The complaint Miss B complains PayPal UK Ltd limited her account, were rude to her and kept money she was paid. What happened Miss B’s PayPal account was limited, or blocked, and Miss B complained about this. PayPal explained Miss B’s account was limited because of the nu... (4 pages)View decision -
Decision Reference DRN-5187960
4 Dec 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5187960 The complaint Miss A complained that Royal & Sun Alliance Insurance Limited (“RSA”) caused her to incur unnecessary repair costs to her boiler and she thought RSA should’ve condemned her boiler and contributed £500 to a new one. RSA were providing a home emergency policy... (2 pages)View decision -
Decision Reference DRN-5180373
4 Dec 2024 West Bromwich Mortgage Company Limited Not upheldMortgagesDRN-5180373 The complaint Miss E complains that West Bromwich Mortgage Company Limited wouldn’t agree to extend the term of her interest only mortgage, and complains about action it has taken since the end of the term. What happened Miss E has an interest only mortgage with West Bromwic... (3 pages)View decision -
Decision Reference DRN-5036378
4 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5036378 The complaint Mrs R complains that Revolut Ltd won’t refund money she lost when she fell victim to an employment scam. Mrs R is being represented by solicitors in this complaint. What happened The detailed background to this complaint is well known to the parties. The fact... (3 pages)View decision -
Decision Reference DRN-4832209
4 Dec 2024 JLT Wealth Management Limited UpheldPensions and AnnuitiesDRN-4832209 The complaint Mr P complained about advice he was given to transfer the benefits of a defined-benefit (DB) occupational pension scheme to a personal pension plan, in 2010. He says the advice was unsuitable for him and believes this has caused him a financial loss. JLT Wealth... (9 pages)View decision -
Decision Reference DRN-4734697
4 Dec 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4734697 The complaint Mrs S complains that American Express Services Europe Limited (“AESEL”) did not handle her claim properly in respect of goods which she bought but were not delivered. What happened On 23 October 2023 Mrs S ordered some paint from a merchant. She then asked that... (3 pages)View decision -
Decision Reference DRN-5187832
4 Dec 2024 Aviva Insurance Limited UpheldInsuranceDRN-5187832 The complaint Mr M and Miss M complain about the settlement they received from Aviva Insurance Limited after they made a claim under their home insurance policy. Mr M and Miss M are joint policyholders, but most of the communication regarding the claim and complaint has been... (8 pages)View decision -
Decision Reference DRN-5187810
4 Dec 2024 Shawbrook Bank Limited UpheldConsumer CreditDRN-5187810 The complaint The estate of Mr W’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with Mr W under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) a... (23 pages)View decision
