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 365360 results
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Decision Reference DRN-5291741
28 Jan 2025 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-5291741 The complaint Mr D is unhappy that a car supplied to him under a conditional sale agreement with Toyota Financial Services (UK) Plc (“Toyota”) was of an unsatisfactory quality. When I refer to what Mr D has said and what Toyota has said, it should also be taken to include t... (6 pages)View decision -
Decision Reference DRN-5271762
28 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5271762 The complaint Mr A is unhappy with the service he received from Monzo Bank Ltd surrounding a payment that he made. What happened Mr A has a credit account with Monzo. In May 2024, Mr A contacted Monzo and explained that he was experiencing mental health issues which had impa... (3 pages)View decision -
Decision Reference DRN-5255459
28 Jan 2025 Affinity Insurance Solutions Limited Not upheldInsuranceDRN-5255459 The complaint Mr and Mrs C have complained that they were mis-sold a home insurance policy by Affinity Insurance Solutions Limited. What happened Mr and Mrs C purchased their home insurance policy online in November 2023. The policy included free family legal expenses cover.... (4 pages)View decision -
Decision Reference DRN-5041886
28 Jan 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5041886 The complaint Miss R complains about how Healthcare Finance Limited (‘HFL’) responded to a claim she made to it in respect of dental treatment she paid for using the fixed sum loan it provided. What happened While I might not comment on everything (only what I consider key) ... (6 pages)View decision -
Decision Reference DRN-5292028
28 Jan 2025 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-5292028 The complaint Mr L complains that Phoenix Life Limited trading as Standard Life incorrectly processed investment switches within his personal pension plan (PPP), causing him losses and inconvenience. He wants compensation for the losses and a full explanation of what went wr... (5 pages)View decision -
Decision Reference DRN-5118947
28 Jan 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5118947 The complaint Mr W complains that Nationwide Building Society hasn’t refunded him after he reported falling victim to a scam. What happened In January 2023 Mr W hired an escort through a service he’d found. He met up with this person several times, she’d visit his home, and ... (3 pages)View decision -
Decision Reference DRN-4797924
28 Jan 2025 Scottish Widows Schroder Personal Wealth Limited Not upheldInvestmentsDRN-4797924 The complaint Mr O complains that Scottish Widows Schroder Personal Wealth Limited, trading as Schroders Personal Wealth (“Schroders”) gave him unsuitable investment advice. What happened Mr O had around £220,000 in a cash ISA account and a bank savings account. He had three... (5 pages)View decision -
Decision Reference DRN-5281260
28 Jan 2025 Project Solar UK Ltd Not upheldConsumer CreditDRN-5281260 The complaint Ms S has complained that Project Solar UK Ltd misled her about the financial benefits she could expect from a solar panel system it sold to her. Ms S has been represented in bringing her complaint but, to keep things simple, I’ll refer to Ms S throughout. What ... (5 pages)View decision -
Decision Reference DRN-5002268
28 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5002268 The complaint Mr C has complained that Revolut Ltd hasn’t refunded the funds he says he lost to an investment scam What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions o... (8 pages)View decision -
Decision Reference DRN-5291550
28 Jan 2025 State Bank Of India (UK) Limited Not upheldBanking and PaymentsDRN-5291550 The complaint Mr S complains State Bank of India (UK) Limited closed his fixed term deposits without his consent causing him a loss of interest. What happened Mr S had three fixed term deposits with SBI. SBI says Mr S sent an email on 21 June 2023 saying that he needed to cl... (2 pages)View decision
