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 368546 results
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Decision Reference DRN-5388687
17 Mar 2025 Nationwide Building Society UpheldMortgagesDRN-5388687 The complaint Ms H and Mr H complain that Nationwide Building Society has unfairly charged them interest on their mortgage. What happened Ms H and Mr H have a mortgage with Nationwide. Their property is a shared ownership flat in a larger block. In 2020, it came to light tha... (4 pages)View decision -
Decision Reference DRN-4888333
17 Mar 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-4888333 The complaint Mr S complains that Starling Bank Limited won’t refund him payments he made for a furniture removal service, that he now considers to have been an authorised push payment (APP) scam. What happened Mr S has explained that in early 2023, he was looking to relocat... (5 pages)View decision -
Decision Reference DRN-5351615
17 Mar 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5351615 The complaint Mr M complains that Shop Direct Finance Company Limited trading as very (SDFCL) was irresponsible in its lending to him. He wants all interest and charges refunded along with statutory interest. He also wants compensation of £750 for the damage to his credit ra... (2 pages)View decision -
Decision Reference DRN-5384599
17 Mar 2025 U K Insurance Limited UpheldInsuranceDRN-5384599 The complaint Mr P complains that U K Insurance Limited trading as Privilege declined his claim for storm damage to his garden wall. What happened Mr P has household buildings insurance with Privilege. On 2 January 2024 Mr P says that the garden wall to the side of his prope... (4 pages)View decision -
Decision Reference DRN-4702668
17 Mar 2025 ICICI Bank UK Plc Not upheldBanking and PaymentsDRN-4702668 The complaint Mr V complains that ICICI Bank UK Plc didn’t do enough to prevent him losing money to what he says was a scam. Mr V has used a representative to help bring his complaint. But, for ease of reading, I’ll mostly just refer to Mr V where I also mean his representa... (2 pages)View decision -
Decision Reference DRN-4963710
17 Mar 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-4963710 The complaint Mr A complains about a car Mercedes-Benz Financial Services UK Limited (“MBFS”) supplied to him under a hire purchase agreement (“HPA”) wasn’t of satisfactory quality. What happened In July 2022 MBFS supplied a car to Mr A under an HPA, it was about two years o... (5 pages)View decision -
Decision Reference DRN-4774000
17 Mar 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-4774000 The complaint Mr L, via a representative, has complained that J.P. Morgan Europe Limited trading as Chase (“Chase”) failed to refund the money he lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not rep... (3 pages)View decision -
Decision Reference DRN-5145927
17 Mar 2025 Scottish Widows Limited Not upheldInsuranceDRN-5145927 The complaint Mr G complains that Scottish Widows Limited (Scottish Widows) sent him correspondence asking him to make some amendments on his life and critical illness policy after the policy had ended. What happened In February 2012, Mr G bought a Scottish Widows “Protecti... (2 pages)View decision -
Decision Reference DRN-5363089
17 Mar 2025 Santander UK Plc Not upheldMortgagesDRN-5363089 The complaint Miss G and Mr S complain that Santander UK Plc mistakenly reported arrears on their mortgage to their credit files. What happened Miss G and Mr S had a mortgage with Santander. They fell into financial difficulties in 2023 following a breakdown in their relatio... (4 pages)View decision -
Decision Reference DRN-5222473
17 Mar 2025 Ageas Insurance Limited UpheldInsuranceDRN-5222473 The complaint Mrs and Mr P complain that Ageas Insurance Limited unfairly settled their claim made for damage to their septic tank and with avoidable delays, added to the claim journey. What happened Mrs and Mr P raised a claim with Ageas in June 2022 after they noticed dama... (3 pages)View decision
