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 367928 results
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Decision Reference DRN-5121714
24 Dec 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-5121714 The complaint Mrs W complains that Nationwide Building Society (“Nationwide”) won’t refund the money she lost when she fell victim to an investment scam. What happened Mrs W’s complaint has been brought by a professional representative but I’ll only refer to Mrs W in this de... (6 pages)View decision -
Decision Reference DRN-4714167
24 Dec 2024 Ald Automotive Limited Not upheldConsumer CreditDRN-4714167 The complaint Mrs M is unhappy that a car supplied to her under a personal contract hire agreement with Ald Automotive Limited (Ald) was of an unsatisfactory quality. When I refer to what Mrs M has said and what Ald have said, it should also be taken to include things said ... (4 pages)View decision -
Decision Reference DRN-5231790
24 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5231790 The complaint Mr B complains that Revolut Ltd won’t refund money he lost when he fell victim to an investment scam. Mr B is being represented by solicitors in this complaint. What happened In early 2023, Mr B fell victim to a cryptocurrency investment scam. He was interest... (5 pages)View decision -
Decision Reference DRN-4789009
24 Dec 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4789009 The complaint Mrs C is unhappy Santander UK Plc (“Santander”) did not reimburse the money she lost when she fell victim to an impersonation scam. What happened The details of this complaint are well known to both parties. So, I won’t repeat them in detail again here. However... (7 pages)View decision -
Decision Reference DRN-4821533
24 Dec 2024 DreamLease Ltd Not upheldConsumer CreditDRN-4821533 The complaint Mr A is unhappy that a car supplied to him under a personal contract hire agreement with DreamLease Limited (Dreamlease) acting as the broker was not delivered in accordance with the terms of the contract. When I refer to what Mr A has said and what Dreamlease... (4 pages)View decision -
Decision Reference DRN-4898207
24 Dec 2024 Scottish Widows Limited Not upheldInvestmentsDRN-4898207 The complaint Mr V complained that Scottish Widows Limited (‘SW’) gave delayed and inaccurate responses to queries he made about his investments. What happened Mr V had a regular savings plan with SW. The plan had 20 segments. In 2017 SW told Mr V it was moving his investmen... (6 pages)View decision -
Decision Reference DRN-4965053
24 Dec 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4965053 The complaint Mrs H and Mr H complain that a payment sent via Santander UK Plc didn’t reach the recipient credit card account. 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 dispute, so I’ll... (2 pages)View decision -
Decision Reference DRN-5157792
24 Dec 2024 Ecclesiastical Insurance Office Plc Not upheldInsuranceDRN-5157792 The complaint C’s complaint is about a claim it made on its Ecclesiastical Insurance Office Plc (‘Ecclesiastical’) business protection insurance policy for a mobility lift, which Ecclesiastical declined to cover. C says Ecclesiastical treated it unfairly and wants them to co... (2 pages)View decision -
Decision Reference DRN-5230811
24 Dec 2024 Hiscox Insurance Company Limited UpheldInsuranceDRN-5230811 The complaint Mrs A, a sole trader, complains about the settlement of her business interruption insurance claim, made as a result of the COVID-19 pandemic, by Hiscox Insurance Company Limited. What happened The following is intended only as a brief summary of events. The eve... (9 pages)View decision -
Decision Reference DRN-5208422
24 Dec 2024 N.I.I.B. Group Limited UpheldConsumer CreditDRN-5208422 The complaint Mrs D is unhappy with a car she got using a hire purchase agreement from N.I.I.B. Group Limited trading as Northridge Finance. What happened On 31 December 2023 Mrs D entered into a regulated hire purchase agreement with Northridge for a used car. The car was ... (3 pages)View decision
