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-4731398
10 Apr 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4731398 The complaint Mrs M complains about the damage charges applied by BMW Financial Services(GB) Limited trading as BMW Financial Services (BMWFS) when she voluntarily terminated her car finance agreement. What happened In December 2017, Mrs M entered into a 48 month hire purchase ... (4 pages)View decision -
Decision Reference DRN-4693507
10 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4693507 Complaint Mr O is unhappy that Monzo Bank Ltd didn’t reimburse him after he fell victim to a scam. Background In August 2023, Mr O fell victim to a scam. He was looking for jobs with employers that would sponsor his visa application. A friend put him in contact with a company t... (3 pages)View decision -
Decision Reference DRN-4731329
10 Apr 2024 Santander UK Plc UpheldMortgagesDRN-4731329 The complaint Ms S and Mr W complained that Santander UK Plc decided not to offer them a mortgage on a property they wanted to buy, after it saw the valuation report. But it didn’t tell them this right away. Ms S and Mr W said this delay increased their costs. What happened Ms ... (3 pages)View decision -
Decision Reference DRN-4714381
10 Apr 2024 ITI Capital Limited UpheldInvestmentsDRN-4714381 The complaint Mr T complains that ITI Capital Limited delayed the transfer of his share dealing account to another broker when it closed its UK retail business. What happened In 2022 ITI decided to stop providing a service in respect of UK retail clients and emailed Mr T on 22 ... (5 pages)View decision -
Decision Reference DRN-4692673
10 Apr 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4692673 The complaint Mr S and Mrs S have complained about how Royal & Sun Alliance Insurance Limited (RSA) dealt with a claim under a home emergency policy. As Mr S dealt with the claim and complaint, I will normally only refer to him. References to RSA include companies acting on... (2 pages)View decision -
Decision Reference DRN-4658576
10 Apr 2024 Santander UK Plc UpheldMortgagesDRN-4658576 The complaint This complaint is about Mr H and Ms P’s buy-to-let (BTL) mortgage held with Santander UK Plc. The mortgage was on a fixed-rate product which ended on 2 May 2023. Mr H, who has dealt with the complaint throughout, says that Santander sent correspondence to an incor... (4 pages)View decision -
Decision Reference DRN-4732728
10 Apr 2024 Blue Motor Finance Ltd UpheldConsumer CreditDRN-4732728 The complaint Miss C is complaining about Blue Motor Finance Ltd (BMF). She says they shouldn’t have lent to her as the loan was unaffordable. What happened In February 2019, Miss C took out a hire purchase agreement with BMF to finance the purchase of a car. She paid a deposit... (4 pages)View decision -
Decision Reference DRN-4726976
10 Apr 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4726976 The complaint Mr H complains that Barclays Bank UK PLC failed to merge his profiles within its mobile banking application, causing him financial loss and inconvenience. What happened In October 2023 Mr H asked Barclays to merge his profiles within its mobile banking application... (2 pages)View decision -
Decision Reference DRN-4467271
10 Apr 2024 Sun Life Assurance Company of Canada (U.K.) Limited UpheldInsuranceDRN-4467271 The complaint Mr and Mrs D complain about how Sun Life Assurance Company of Canada (U.K.) Limited have administered their life insurance policy. What happened In early 2023 Mr and Mrs D asked Sun Life for information about their policy. They then complained to Sun Life after be... (2 pages)View decision -
Decision Reference DRN-4731089
10 Apr 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4731089 The complaint Mr M complains that Advantage Insurance Company Limited cancelled his telematics policy without giving him proper notice. My references to Advantage include the intermediary who acts as Advantage’s agent in the administration of the policy. What happened Advantage... (5 pages)View decision
