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-4702610
22 Apr 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4702610 The complaint Miss I is unhappy that Santander UK Plc won’t reimburse her for money she lost as a result of a scam. Miss I is being represented by a claims management company but for ease of reading I’ll only refer to Miss I below. What happened In June 2021 Miss I was research... (6 pages)View decision -
Decision Reference DRN-4746321
22 Apr 2024 Astrenska Insurance Limited UpheldInsuranceDRN-4746321 The complaint Mrs C and Mr H have complained that Astrenska Insurance Limited declined a claim they made on a travel insurance policy. As it is Mrs C leading on making the complaint, I’ll mostly just refer to her in this decision. What happened In January 2023 Mrs C, Mr H and t... (2 pages)View decision -
Decision Reference DRN-4755647
22 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4755647 The complaint Mr P complains Monzo Bank Ltd (“Monzo”) restricted and closed his account. And that it unfairly registered a fraud marker against him, and his overdraft debt should be written off. Mr P says this has caused him substantive distress, inconvenience, and the loss of ... (4 pages)View decision -
Decision Reference DRN-4600625
22 Apr 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4600625 The complaint Mr J complains about a new car he acquired using a hire purchase agreement with BMW Financial Services (GB) Limited (BMWFS). Mr J is unhappy about the quality of the car, considers it to be dangerous and would like BMWFS to accept his rejection of the car. What ha... (4 pages)View decision -
Decision Reference DRN-4754990
22 Apr 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4754990 The complaint Mr H has complained that HSBC UK Bank Plc irresponsibly lent to him and unfairly continued applying charges to his overdraft when he was in financial difficulty. Mr H is represented by a third party but for ease of reference I have referred to Mr H throughout this... (4 pages)View decision -
Decision Reference DRN-4718638
22 Apr 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4718638 The complaint Mrs H complains about the way Liverpool Victoria Insurance Company Limited (“LV”) handled a claim she made for damage caused by subsidence on her home insurance policy. Mrs H is being represented in bringing this complaint, but for ease I’ve referred to all action... (5 pages)View decision -
Decision Reference DRN-4755215
22 Apr 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4755215 The complaint Mr K complains that Santander UK Plc blocked a transaction on his credit card even though he confirmed it was genuine. He says this caused him to incur unnecessary costs of around £400 which he wants refunded. Mr K’s wife is acting as a representative on this comp... (4 pages)View decision -
Decision Reference DRN-4425985
22 Apr 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4425985 The complaint Mr O complains that Santander UK Plc (Santander) is refusing to refund him the amount he lost as the result of a scam. Mr O is being represented by a third party. To keep things simple, I will refer to Mr O throughout my decision. What happened The background of t... (4 pages)View decision -
Decision Reference DRN-4413685
22 Apr 2024 Mi Vehicle Finance Limited UpheldConsumer CreditDRN-4413685 The complaint Mr B complains about a used car he acquired with finance provided by MI Vehicle Finance Limited (MIVF). What happened In March 2023 Mr B entered into a four-year regulated hire purchase agreement with MIVF in relation to a used car. He also bought GAP insurance at... (3 pages)View decision -
Decision Reference DRN-4754918
22 Apr 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4754918 The complaint Mr H has a self-invested personal pension (“SIPP”) with Options UK Personal Pensions LLP (“Options”), formerly Carey Pensions UK LLP (“Carey”). Mr H transferred his defined benefit occupational pension scheme to the SIPP to invest in a property-based investment sc... (28 pages)View decision
