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-4443490
22 Nov 2023 Barclays Bank UK PLC UpheldInsuranceDRN-4443490 The complaint W has complained that Barclays Bank UK PLC did not fairly compensate her after she complained about mis-sold mortgage payment protection insurance (PPI). What happened W arranged the original mortgage in April 1992. She took out a further advance in September 2000... (2 pages)View decision -
Decision Reference DRN-4425427
22 Nov 2023 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4425427 The complaint Mrs W is unhappy with how Santander Consumer (UK) Plc trading as MG Motor Financial Services (Santander’) dealt with her complaint about the quality of a car. What happened In November 2022 Mrs W entered into a fixed sum loan agreement with Santander in order to... (6 pages)View decision -
Decision Reference DRN-3971930
22 Nov 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3971930 The complaint Mr W complains that Options UK Personal Pensions LLP (‘Options’ - formerly Carey Pensions) accepted his application for a self-invested personal pension (SIPP). He says, it shouldn’t have accepted business from Caledonian International Associates (‘Caledonian’) - ... (41 pages)View decision -
Decision Reference DRN-4076446
22 Nov 2023 Allianz Insurance Plc UpheldInsuranceDRN-4076446 The complaint A limited company, which I’ll refer to as S complains Allianz Insurance Plc unfairly declined a claim it made on a commercial buildings policy. What happened The details of the complaint are well known to both parties, so I will only provide a summary here and wil... (2 pages)View decision -
Decision Reference DRN-4446417
22 Nov 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4446417 The complaint Mr W complains about how Clydesdale Bank Plc trading as Virgin Money dealt with his account. What happened Mr W says his Individual Savings Account (ISA) matured in November 2022. He says the account disappeared from Virgin Money’s systems despite him providing ma... (2 pages)View decision -
Decision Reference DRN-4472589
22 Nov 2023 Wave Lending Limited UpheldMortgagesDRN-4472589 The complaint Mr and Mrs R complain that the valuation of their buy to let property was inflated when they bought it. They say that Wave Lending Limited didn’t carry out any due diligence before lending to them. They also complain that Wave declined to extend the term of the mo... (4 pages)View decision -
Decision Reference DRN-4438905
22 Nov 2023 Startline Motor Finance Limited UpheldConsumer CreditDRN-4438905 The complaint Miss P is unhappy that a car supplied to her under a hire purchase agreement with Startline Motor Finance Limited was of an unsatisfactory quality. What happened In October 2022, Miss P was supplied with a used car through a hire purchase agreement with Startline.... (4 pages)View decision -
Decision Reference DRN-4353899
22 Nov 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4353899 The complaint Mrs A and Mr K complained that Advantage Insurance Company Limited cancelled their motor insurance policy. What happened The background to this complaint is well known to both parties, so I won’t repeat it again here. In summary Advantage cancelled Mrs A and Mr K’... (3 pages)View decision -
Decision Reference DRN-3834083
22 Nov 2023 Esteem Money Ltd UpheldPensions and AnnuitiesDRN-3834083 The complaint Mr C complained that he was given unsuitable advice to transfer his defined benefit (DB) British Steel Pension Scheme (BSPS), to a type of personal pension plan, in 2017. Esteem Money Ltd is responsible for answering this complaint and so to keep things consistent... (12 pages)View decision -
Decision Reference DRN-4453100
22 Nov 2023 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4453100 The complaint Mr M complains about the quality of a car financed by BMW Financial Services(GB) Limited trading as ALPHERA Financial Services (‘AFS’). What happened The parties are familiar with the background facts of this case so I will only summarise these briefly and focus o... (4 pages)View decision
