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-5287849
27 Jan 2025 Westerby Trustee Services Limited UpheldPensions and AnnuitiesDRN-5287849 The complaint Miss M is unhappy with the service that she received from Westerby Trustee Services Limited (Westerby) when it accepted her application to open a self-invested personal pension (SIPP) with them. What happened Westerby has been represented by solicitors for per... (41 pages)View decision -
Decision Reference DRN-5287911
27 Jan 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5287911 The complaint Mr R complained about the poor service he received and delays to his claim following damage to his property. He was covered by Accredited Insurance (Europe) Ltd (“AI”) under a home insurance policy. What happened Mr R made a claim on 20 March when a third-part... (3 pages)View decision -
Decision Reference DRN-5070353
27 Jan 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5070353 The complaint Mr H complains that the car he acquired financed through a conditional sale agreement with Santander Consumer (UK) Plc wasn’t of satisfactory quality. What happened In September 2023 Mr H acquired a used car financed by a conditional sale agreement with Santand... (4 pages)View decision -
Decision Reference DRN-5287420
27 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5287420 The complaint Mr B complains that Revolut Ltd hasn’t protected him from losing money to an investment scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr B has explained that in February... (9 pages)View decision -
Decision Reference DRN-5160368
27 Jan 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5160368 The complaint Mr P complains that Santander UK Plc (“Santander”) won’t refund the money he lost when he fell victim to a scam. What happened Having previously invested in a company called Buy2let/Raedex Consortium Ltd – “R” from around 2018 onwards, Mr P made further investm... (7 pages)View decision -
Decision Reference DRN-5195458
27 Jan 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5195458 The complaint Mr E has complained Kroo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In October 2023 Mr E opened an account with Kroo. In February 2024 he was told by Kroo that they had restricted his use of the acco... (3 pages)View decision -
Decision Reference DRN-5287692
27 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5287692 The complaint Mrs M complains that Monzo Bank Ltd (Monzo) won’t refund money she lost in an investment scam. What happened What Mrs M says: Mrs M saw an advert on Instagram for someone selling an online business course. She signed up to it, and at first it covered learning a... (5 pages)View decision -
Decision Reference DRN-4946514
27 Jan 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-4946514 The complaint Ms M complains that Healthcare Finance Limited (“HFL”) failed to pay out on a claim she made to it about the failure of a supplier to deliver the dental treatment which she paid for with credit it provide. What happened In May 2023 Ms M entered into a 25-month ... (4 pages)View decision -
Decision Reference DRN-5236132
27 Jan 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5236132 The complaint Mr M complains that the conditional sale agreement he entered into with Moneybarn No. 1 Limited trading as Moneybarn was unaffordable. He wants 50% of the remaining repayments to be waived for the distress he has been caused. What happened Mr M entered into a c... (4 pages)View decision -
Decision Reference DRN-5245853
27 Jan 2025 Mulsanne Insurance Company Limited UpheldInsuranceDRN-5245853 The complaint Mr L complains about the settlement payment Mulsanne Insurance Company Limited (“Mulsanne”) offered him following the total loss of his car under his motor insurance policy. What happened Mr L’s car was damaged by another driver in early September 2024. He says... (3 pages)View decision