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 125399 results
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Decision Reference DRN-4408179
12 Apr 2024 Paysafe Financial Services Limited UpheldBanking and PaymentsDRN-4408179 The complaint Mr B complains that Paysafe Financial Services, trading as Neteller Limited returned a payment to sender. What happened Mr B sold cryptocurrency using a peer-to-peer platform. He received £465 into his Paysafe account and on receipt of this, he sent the individual... (2 pages)View decision -
Decision Reference DRN-4738490
12 Apr 2024 National House-Building Council UpheldInsuranceDRN-4738490 The complaint Mr B complains that National House-Building Council’s (NHBC’s) offer of settlement for a claim he made under his Buildmark warranty is unfair. What happened Mr B’s claim is for defective tiling around the dormer windows on the roof of his property. NHBC has accept... (7 pages)View decision -
Decision Reference DRN-4723644
12 Apr 2024 Intelligent Money Ltd UpheldPensions and AnnuitiesDRN-4723644 The complaint Mr G complains that Intelligent Money Ltd (‘IM’) did not treat him fairly when dealing with his Self-Invested Personal Pension (‘SIPP’). He believes IM did not act in his best interests when it allowed high risk and unregulated investments to be made, and it did n... (83 pages)View decision -
Decision Reference DRN-4737385
12 Apr 2024 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-4737385 The complaint Mr R has complained about a car he acquired under a hire purchase agreement with Volkswagen Financial Services (UK) Limited trading as Volkswagen Financial Services (“VWFS”). What happened In November 2022 Mr R acquired a used car under a four-year hire purchase a... (7 pages)View decision -
Decision Reference DRN-4700015
12 Apr 2024 Specialist Motor Finance Limited UpheldConsumer CreditDRN-4700015 The complaint Ms G complains that Specialist Motor Finance Limited (‘SMF’), irresponsibly granted her a hire purchase agreement she couldn’t afford to repay. What happened In June 2019, Ms G acquired a used car financed by a hire purchase agreement from SMF. Ms G was required t... (3 pages)View decision -
Decision Reference DRN-4737502
12 Apr 2024 National Westminster Bank Plc UpheldMortgagesDRN-4737502 The complaint Mr B complains that National Westminster Bank Plc (NatWest) has treated him unfairly when he applied to change his mortgage from repayment to interest only. What happened Mr B contacted NatWest after speaking with his broker in December 2022 to discuss changing hi... (7 pages)View decision -
Decision Reference DRN-4599174
12 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4599174 The complaint Mr F complains Monzo Bank Ltd (Monzo) won’t refund the money he lost when he fell victim to a scam. What happened Mr F was looking for part time work when he was contacted on a messaging app by someone claiming to be a recruiter with a job opportunity. He was adde... (4 pages)View decision -
Decision Reference DRN-4734746
12 Apr 2024 AWP P&C S.A. UpheldInsuranceDRN-4734746 The complaint Mr X is unhappy with the way AWP P&C SA handled a claim he made on his travel insurance policy. What happened Mr X has the benefit of a travel insurance policy linked to his current account (‘the policy’). He made claims on the policy relating to a trip abroad... (4 pages)View decision -
Decision Reference DRN-4737941
12 Apr 2024 Solium Capital UK Limited UpheldInvestmentsDRN-4737941 The complaint Mr L complains about the service provided by Solium Capital UK Limited trading as Shareworks by Morgan Stanley, referred to as “Solium”. In summary, he says: Solium deducted a high amount of taxes from his shares due. It provided misleading information. It sent... (5 pages)View decision -
Decision Reference DRN-4505044
12 Apr 2024 Starling Bank Limited UpheldBanking and PaymentsDRN-4505044 The complaint Mrs G complains that Starling Bank Limited won’t refund the money she lost when she was the victim of a scam. What happened In May 2023, Mrs G received a text message from a number she hadn’t been contacted from before and which she thought was from her father. Th... (4 pages)View decision
