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 366873 results
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Decision Reference DRN-4835958
28 Jan 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-4835958 The complaint Mr B is unhappy Starling Bank Limited (“Starling”), won’t reimburse him for money he lost when he loaned money to a friend who then didn’t pay him back. What happened The details of this case are well-known to both parties, so I don’t need to repeat them at le... (3 pages)View decision -
Decision Reference DRN-5108878
28 Jan 2025 U K Insurance Limited Not upheldInsuranceDRN-5108878 The complaint Mr T has complained that the offer made to him by his motor insurer, UK Insurance Limited (‘UKI’ ), for the market value of his car was too low. UKI is the underwriter of this policy i.e., the insurer. During the claim Mr T also dealt with other businesses who... (4 pages)View decision -
Decision Reference DRN-5018117
28 Jan 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5018117 The complaint Mr B complains Nationwide Building Society didn’t do enough to help get a refund for two purchases made on his debit card. What happened Mr B placed two food orders, one in March 2024 and the other in April 2024, paying with his Nationwide debit card. Mr B say... (3 pages)View decision -
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
