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 122183 results
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Decision Reference DRN-5573465
21 May 2025 Santander UK Plc UpheldMortgagesDRN-5573465 The complaint Mr and Mrs W complain that the mortgage redemption statement sent to them by Santander UK Plc was incorrect. They say this resulted in them incurring interest costs of about £1,500 which they could have avoided. What happened Mr and Mrs W had a mortgage with Sa... (5 pages)View decision -
Decision Reference DRN-5405117
21 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5405117 The complaint Mr F complains that Revolut Ltd didn’t do enough to protect him when he was making payments toward an investment scam. He also complains it’s not refunded him since the scam was reported. What happened Mr F saw an advert for a cryptocurrency investment opport... (12 pages)View decision -
Decision Reference DRN-5160772
21 May 2025 Bank of Scotland Plc UpheldBanking and PaymentsThe complaint Miss M complains that Bank of Scotland plc won’t refund her the money she lost to what she believes to be a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary I understand it to be as follows... (5 pages)View decision -
Decision Reference DRN-5569896
21 May 2025 Bank of Scotland Plc UpheldMortgagesDRN-5569896 The complaint Mr C complains about the barriers he says he faced when trying to obtain a product transfer on his mortgage with Bank of Scotland plc trading as Halifax. He’s also unhappy that he was turned down for a payment holiday. He says that both of these issues have led... (10 pages)View decision -
Decision Reference DRN-5555326
21 May 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5555326 The complaint Miss R complains, through her representative, that NewDay Ltd trading as TUI Mastercard (“NewDay”) gave her a credit card and then increased her credit limit when she couldn’t afford it. What happened I’ve summarised Miss R’s card approval and credit limit incr... (3 pages)View decision -
Decision Reference DRN-5528517
21 May 2025 Tradex Insurance Company PLC UpheldInsuranceDRN-5528517 The complaint Mr I complains about the total loss settlement Tradex Insurance Company PLC (‘Tradex’) agreed to pay following a claim made on his car insurance policy. What happened In December 2024, Mr I’s car was damaged from an accident involving another vehicle. So, he c... (3 pages)View decision -
Decision Reference DRN-5572990
21 May 2025 ReAssure Limited UpheldPensions and AnnuitiesDRN-5572990 The complaint Ms T complains that ReAssure Limited provided her with incorrect valuations of the share of her ex-husband’s pension that she was entitled to through a Pension Sharing Order. As a result the value of her share is a lot less than she was expecting. What happened... (3 pages)View decision -
Decision Reference DRN-5475005
21 May 2025 Mi Vehicle Finance Limited UpheldConsumer CreditDRN-5475005 The complaint Mrs D complains that MI Vehicle Finance Limited trading as Mann Island (“MI”) provided her with a car that was of unsatisfactory quality. What happened Mrs D entered into an agreement with MI for finance to acquire a car in September 2023. The agreement was de... (5 pages)View decision -
Decision Reference DRN-5574210
21 May 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5574210 The complaint Mr C complains that BMW Financial Services(GB) Limited are asking for an incorrect amount to settle the hire agreement he held with them. What happened In August 2023, Mr C signed a hire agreement with BMWFS to acquire brand-new car, which he took delivery of ... (7 pages)View decision -
Decision Reference DRN-5573942
21 May 2025 Fairmead Insurance Limited UpheldInsuranceDRN-5573942 The complaint Mrs C complains that Fairmead Insurance Limited have delayed in settling her claim for loss of rent and damage to her property by previous tenants, and this has financially impacted her. What happened Mrs C held a buildings and contents policy with Fairmead for... (7 pages)View decision
