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 128312 results
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Decision Reference DRN-5026671
6 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5026671 The complaint Mr B and Ms M complain that Santander UK Plc hasn’t refunded them after they discovered they’d fallen victim to a scam. What happened The background to this complaint is well-known to all parties, and so my summary here will be relatively brief. Mr B and Ms M l... (5 pages)View decision -
Decision Reference DRN-4880998
6 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-4880998 The complaint Mr Q complains that Santander UK Plc won’t refund the money he lost when he was the victim of a scam. What happened Mr Q was the victim of a cryptocurrency investment scam after being contacted on a mobile messaging service app. He believed he was chatting wit... (4 pages)View decision -
Decision Reference DRN-5018297
6 Feb 2025 Ageas Insurance Limited UpheldInsuranceDRN-5018297 The complaint Mrs A is unhappy that Ageas Insurance Limited have declined to cover a claim she made on a personal accident policy. What happened Mrs A has a personal accident policy. She claimed on her policy following an injury. Ageas declined the claim on the basis that th... (3 pages)View decision -
Decision Reference DRN-5312043
6 Feb 2025 Quilter Mortgage Planning Limited UpheldMortgagesDRN-5312043 The complaint Mr B and Miss W complain about the advice received from Harris Begley Lifetime Partners Limited, a mortgage broker and appointed representative of Quilter Mortgage Planning Limited. They say they weren’t given correct information about a government Help To Buy ... (4 pages)View decision -
Decision Reference DRN-5252638
6 Feb 2025 Astrenska Insurance Limited UpheldInsuranceDRN-5252638 The complaint Mr P complains that Astrenska Insurance Limited trading as Collinson Insurance (“Astrenska”) wouldn’t pay a claim under his excess insurance policy. What happened Mr P had an excess insurance policy with Astrenska. He was sold the policy by a broker, and it was... (3 pages)View decision -
Decision Reference DRN-5311995
6 Feb 2025 U K Insurance Limited UpheldInsuranceDRN-5311995 The complaint Mr and Mrs C complain about how U K Insurance Limited (UKI) proposed to settle a subsidence claim they made on their home insurance policy. Reference to UKI includes its agents. What happened Mr and Mrs C hold a home insurance policy with UKI. In late 2018 the... (4 pages)View decision -
Decision Reference DRN-5274951
6 Feb 2025 Evolution Money Limited UpheldMortgagesDRN-5274951 The complaint Mr and Mrs Z complain that Evolution Money Limited mis-sold them a second charge mortgage (secured loan) which wasn’t suitable for their needs. What happened In 2018 Mr and Mrs Z discussed taking out a secured loan with Evolution Money. Evolution Money recommen... (2 pages)View decision -
Decision Reference DRN-5274948
6 Feb 2025 Evolution Lending Limited UpheldMortgagesDRN-5274948 The complaint Mr and Mrs Z complain that Evolution Lending Limited irresponsibly lent them a second charge mortgage (secured loan). They also complain that it didn’t treat them fairly when they later experienced financial difficulty and eventually had to sell the property. W... (5 pages)View decision -
Decision Reference DRN-5273702
6 Feb 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5273702 The complaint Ms R complains that NewDay Ltd trading as Aqua irresponsibly lent to her. What happened Ms R was approved for an Aqua credit card in May 2016 with a £250 credit limit. This was increased to £400 in November 2017, and the credit limit was increased to £1,100 in ... (3 pages)View decision -
Decision Reference DRN-5223699
6 Feb 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5223699 The complaint Ms P complains through a representative that STARTLINE MOTOR FINANCE LIMITED (“Startline”) didn’t conduct adequate affordability checks before it entered into a hire purchase agreement with Ms P. What happened In February 2019, Startline provided Ms P with fin... (3 pages)View decision