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 128312 results
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Decision Reference DRN-4857952
18 Jun 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4857952 The complaint Mr and Mrs W complain that Santander UK Plc (‘Santander’) won’t reimburse the money they lost when they fell victim to a scam. What happened Mr and Mrs W are represented in this case. As Mr W made the scam payments, I’ll mainly refer to him in my decision. Mr W sa... (4 pages)View decision -
Decision Reference DRN-4377311
18 Jun 2024 New Wave Capital Limited UpheldBanking and PaymentsDRN-4377311 The complaint Mrs J complains that New Wave Capital Limited trading as Capital on Tap (Capital on Tap) treated her unfairly when they recorded adverse credit information on her personal credit file. What happened There’s little dispute between the parties about the core events... (9 pages)View decision -
Decision Reference DRN-4858636
18 Jun 2024 Madison CF UK Limited UpheldConsumer CreditDRN-4858636 The complaint Mr T complains that Madison CF UK Limited trading as 118 118 Money (“118 118”) irresponsibly agreed a loan for him. What happened 118 118 agreed a loan of £1,500 for Mr T in June 2023. The total amount owed was £2,622.96 to be repaid at £109.29 a month over 24 mon... (4 pages)View decision -
Decision Reference DRN-4775404
18 Jun 2024 Bancoremit Limited UpheldBanking and PaymentsDRN-4775404 The complaint Mr O complains that Bancoremit Limited didn’t process a transfer he instructed and didn’t return the money involved to him. What happened In July 2021, Mr O instructed Bancoremit to make an international transfer for £5,000 but this was unsuccessful. When Mr O ask... (2 pages)View decision -
Decision Reference DRN-3973845
18 Jun 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3973845 The complaint Mr T complains that in 2012, Options UK Personal Pensions LLP (‘Options’, trading as Carey Pensions UK LLP at the relevant time) didn’t carry out adequate due diligence before it accepted his Self-Invested Personal Pension (‘SIPP’) application and allowed him to i... (46 pages)View decision -
Decision Reference DRN-4858242
18 Jun 2024 Covea Insurance plc UpheldInsuranceDRN-4858242 The complaint Mr B is unhappy that Covea Insurance plc refused to pay a claim he made, and decided to avoid his home insurance policy, after his home was burgled. What happened Mr B held a home insurance policy with Covea which was incepted in October 2020 and renewed in Octobe... (5 pages)View decision -
Decision Reference DRN-4858536
18 Jun 2024 HSBC UK Bank Plc UpheldConsumer CreditDRN-4858536 The complaint Mr A complains that HSBC UK Bank Plc (“HSBC”) is holding him liable for the debt on a loan which he says he neither applied for nor consented to. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In br... (3 pages)View decision -
Decision Reference DRN-4858527
18 Jun 2024 The Royal Bank of Scotland Plc UpheldMortgagesDRN-4858527 The complaint This complaint is about a mortgage Mr and Ms M hold with The Royal Bank of Scotland Plc (RBS). Mr and Ms M complain that RBS wrongly advised them to keep the mortgage on an offset basis long after it would have been to their advantage to switch to a “core” mortgag... (4 pages)View decision -
Decision Reference DRN-4833254
18 Jun 2024 Aviva Insurance Limited UpheldInsuranceDRN-4833254 The complaint Mr W has complained about the amount Aviva Insurance Limited has paid in settlement of his motor insurance claim. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in dispute, so I’ll f... (2 pages)View decision -
Decision Reference DRN-4831404
18 Jun 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4831404 The complaint Miss W complains that Clydesdale Bank Plc trading as Virgin Money was irresponsible in its lending to her. She wants all interest and charges applied to her accounts refunded and her accounts to be frozen so no further interest or charges are applied. What happene... (4 pages)View decision