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-4601678
28 Nov 2024 Brown Shipley & Co Limited Not upheldInvestmentsDRN-4601678 The complaint Mr and Mrs B complain Brown Shipley & Co Limited (BSCL) made a decision that required them to liquidate and reinvest their investment portfolio, causing them a financial loss. They are also unhappy with the risk level they were invested at and delays in tra... (6 pages)View decision -
Decision Reference DRN-5071991
28 Nov 2024 Pinnacle Insurance Plc Not upheldInsuranceDRN-5071991 The complaint Mr G complains that Pinnacle Insurance Plc trading as EVERYPAW declined a claim on his pet insurance policy. What happened Mr G has a pet insurance policy for his dog which provides cover for each condition for 12 months, or until the limit of £2,000 is reached... (2 pages)View decision -
Decision Reference DRN-5175706
28 Nov 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5175706 The complaint Mr K complains that Revolut Ltd didn’t reimburse him funds he lost as a result of falling victim to an investment fraud. What happened As the circumstances of this complaint are well-known to both parties, I’ve summarised them briefly below. In 2022, Mr K found... (6 pages)View decision -
Decision Reference DRN-5130526
28 Nov 2024 UK Mortgage Lending Ltd UpheldMortgagesDRN-5130526 The complaint Mr W has complained about the second charge mortgage he took with Optimum Credit Limited in 2021. Optimum Credit Limited is now UK Mortgage Lending Ltd trading as Pepper Money and I will refer to Pepper hereafter. Mr W doesn’t consider the mortgage was affordab... (6 pages)View decision -
Decision Reference DRN-5091011
28 Nov 2024 Aro Finance Limited UpheldMortgagesDRN-5091011 The complaint Mr W has complained that Aro Finance Limited mis-sold him a second charge mortgage in 2021. Mr W has said that the mortgage was unaffordable, has made his situation worse, and he considers Aro took advantage of him when he was desperate for help. What happened ... (4 pages)View decision -
Decision Reference DRN-4967295
28 Nov 2024 N.I.I.B. Group Limited UpheldConsumer CreditDRN-4967295 The complaint Miss W is unhappy that a car supplied to her under a hire purchase agreement with N.I.I.B. Group Limited trading as Northridge Finance (Northridge) was of an unsatisfactory quality. What happened In January 2023, Miss W was supplied with a used car through a h... (5 pages)View decision -
Decision Reference DRN-5175335
28 Nov 2024 Fair Return Legal Services Limited UpheldClaims ManagementDRN-5175335 The complaint Mr H complains about Fair Return Legal Services Limited (“FRL”) and their failure to progress his claim for a potentially mis-sold pension. Mr H also complains about FRL’s failure to communicate with him during the lifetime of the claim. What happened The claim... (3 pages)View decision -
Decision Reference DRN-4773394
28 Nov 2024 Assetz SME Capital Limited Not upheldInvestmentsDRN-4773394 The complaint Mr T complains he was misled by Assetz SME Capital Limited (Assetz) into investing on its peer-to-peer (P2P) lending platform. He is unhappy that shortly after investing he was told his funds would be frozen, a fee applied and it could be up to five years for t... (5 pages)View decision -
Decision Reference DRN-5175677
28 Nov 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5175677 The complaint Mr B and Ms D complain that Santander UK Plc (‘Santander’) won’t refund the money they lost after falling victim to an investment scam. What happened The account is held in Mr B and Ms D’s name, but Mr B communicated with the scammer, so I’ll mainly refer to h... (8 pages)View decision -
Decision Reference DRN-4720035
28 Nov 2024 Close Brothers Limited Not upheldConsumer CreditDRN-4720035 The complaint Miss L complains about the quality of a used car she acquired through a conditional sale agreement with Close Brothers Limited trading as Close Brothers Motor Finance (‘Close Brothers’). What happened Miss L acquired a used car in May 2022. The car was about f... (5 pages)View decision
