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 361839 results
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Decision Reference DRN-5176625
28 Nov 2024 Black Horse Limited UpheldConsumer CreditDRN-5176625 The complaint Mr C is unhappy that a car supplied to him under a hire purchase agreement with Black Horse Limited (Black Horse) was of an unsatisfactory quality. What happened In April 2023, Mr C was supplied with a brand new car through a hire purchase agreement with Black... (5 pages)View decision -
Decision Reference DRN-5071195
28 Nov 2024 CB Payments Ltd UpheldBanking and PaymentsDRN-5071195 The complaint Mr W complains about CB Payments Ltd’s administration of electronic money (e-money) accounts he holds in a number of currencies. What happened Mr W holds balances in various fiat currencies and cryptocurrency, which he accesses via an online platform operated b... (3 pages)View decision -
Decision Reference DRN-5173611
28 Nov 2024 Radcliffe & Company (Life & Pensions) Limited UpheldPensions and AnnuitiesDRN-5173611 The complaint Mr M complains that Radcliffe & Company (Life & Pensions) Limited unreasonably delayed transferring money into his Self-Invested Personal Pension (SIPP). And this caused him a financial loss. What happened The investigator set out the background to the ... (5 pages)View decision -
Decision Reference DRN-5003394
28 Nov 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5003394 The complaint Mr V has complained, via his representative, that Santander UK Plc didn’t do enough to protect him from being a victim of a scam. Mr V has claimed that he’s suffered a financial loss as a result. What happened Mr V has said that during 2022 and 2023 he saw sev... (5 pages)View decision -
Decision Reference DRN-4636939
28 Nov 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4636939 The complaint Mr H complains that Santander UK Plc didn’t do enough to protect him from an investment scam and that it hasn’t refunded him after he reported the scam. What happened The circumstances of this complaint are well-known to both parties and so I’ll only set out a ... (4 pages)View decision -
Decision Reference DRN-5144700
28 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5144700 The complaint Miss K complains that Monzo Bank Ltd, trading as Monzo, failed to protect her from becoming the victim of a scam and did not appropriately warn her about a payment she made from her Monzo account. To make things right Miss K would like to be compensated for her... (3 pages)View decision -
Decision Reference DRN-5100983
28 Nov 2024 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-5100983 The complaint Mr A complains that Watford Insurance Company Europe Limited (Watford) voided his motor insurance policy and didn’t pay his claim. What happened The following is intended only as a summary of events. Mr A held a motor insurance policy with Watford. In March 20... (3 pages)View decision -
Decision Reference DRN-5078556
28 Nov 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-5078556 The complaint Mr S’s complaint relates to how Starling Bank Limited dealt with the closure of a joint account. He also complains about how it dealt with complaints he’d made. What happened A summary of what happened is below. In January 2021, Starling received a request from... (3 pages)View decision -
Decision Reference DRN-4853237
28 Nov 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4853237 The complaint Mr T complains that Santander UK Plc (‘Santander’) won’t reimburse the money he lost when he says he fell victim to a scam. What happened Mr T says that he was introduced to an investment opportunity with a company I’ll refer to as H in this decision. H was a ... (4 pages)View decision -
Decision Reference DRN-5171831
28 Nov 2024 Lloyds Bank PLC Not upheldMortgagesDRN-5171831 The complaint Mr and Mrs M complain that Lloyds Bank PLC is expecting them to repay their mortgage now that Mr M has reached the age of 75, without offering them any other option. They say there was no age limit discussed with them when they took out their mortgage and so th... (5 pages)View decision
