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 125400 results
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Decision Reference DRN-4761009
25 Apr 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4761009 The complaint A limited company, which I’ll refer to as ‘G’, is unhappy with the service it received from Santander UK PLC surrounding an international transfer. G’s complaint is brought to this service by its director, whom I’ll refer to as ‘Mr B’. What happened On 4 April 202... (4 pages)View decision -
Decision Reference DRN-4758608
25 Apr 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4758608 The complaint Mr K has complained about the way BMW Financial Services (GB) Limited (BMWFS) administered a hire purchase agreement. What happened In June 2015 Mr K entered into a four-year hire purchase agreement with BMWFS to acquire a new car. The car cost around £38,700 and ... (4 pages)View decision -
Decision Reference DRN-4039728
25 Apr 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4039728 The complaint Mr B has complained about the way Creation Consumer Finance Limited (“Creation”) responded to a claim he’d made under section 75 (s75) of the Consumer Credit Act 1974 (the “CCA”) and in relation to an alleged unfair relationship taking into account section 140A (s... (8 pages)View decision -
Decision Reference DRN-4763033
25 Apr 2024 Hood Group Limited UpheldInsuranceDRN-4763033 The complaint Mr R and Miss S complain that they were given incorrect advice by Hood Group Limited (HGL) about whether a claim could be made under their contents insurance policy. Whilst it was a joint contents insurance policy, I’ve referred to Miss S throughout because it was... (2 pages)View decision -
Decision Reference DRN-4754818
25 Apr 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4754818 The complaint Miss P is unhappy with what Royal & Sun Alliance Insurance Limited did after she made a claim on her landlord legal expenses and rent guarantee insurance policy. What happened In March 2022 Miss P contacted RSA as her tenants had told her they would moving out... (4 pages)View decision -
Decision Reference DRN-4516267
24 Apr 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4516267 The complaint X complains about Barclays Bank UK PLC. They say that Barclays didn’t do enough to protect him when they became the victim of a scam and would like Barclays to refund the money that has been lost. What happened In November 2022, X came across an opportunity on Ins... (3 pages)View decision -
Decision Reference DRN-4717135
24 Apr 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4717135 The complaint X complains about National Westminster Bank Plc’s (NatWest) errors and service when X switched X’s bank account to them. What happened There are 4 strands to X’s complaint, following X switching X bank account from Bank A to NatWest in August 2023. The 4 strands a... (3 pages)View decision -
Decision Reference DRN-4749467
24 Apr 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4749467 The complaint Miss W complains that Santander UK Plc won’t refund the money she lost, after she fell victim to an investment scam. Miss W is represented in bringing this complaint, but for simplicity’s sake I’ve generally referred to her in the text of the decision. What happen... (5 pages)View decision -
Decision Reference DRN-4756667
24 Apr 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4756667 The complaint Mr S is unhappy that Santander UK Plc won’t refunded him for transactions which he doesn’t recognise amounting to around £500 on his credit card account. What happened In December 2022, Mr S contacted Santander to report a number of transactions to a merchant whic... (6 pages)View decision -
Decision Reference DRN-4762510
24 Apr 2024 Metro Bank PLC UpheldBanking and PaymentsDRN-4762510 The complaint Mr and Mr B complain about the information provided by Metro Bank PLC concerning cash deposits and service received in branch and over the phone. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I ... (3 pages)View decision
