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 121479 results
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Decision Reference DRN-5389169
21 Mar 2025 Santander UK Plc UpheldMortgagesDRN-5389169 The complaint Mr and Mrs R complain about the way Santander UK Plc handled a temporary switch to interest only on their mortgage (as agreed under the Government Mortgage Charter). Specifically, they’re unhappy about the administration errors that occurred once their arrangem... (4 pages)View decision -
Decision Reference DRN-5407789
21 Mar 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5407789 The complaint Miss S complains about the quality of a new car she acquired through Volkswagen Financial Services (UK) Limited (‘VW’). Miss S says that she has had persistent problems with the infotainment system on the car as Apple CarPlay (‘CarPlay’) can stop working at tim... (5 pages)View decision -
Decision Reference DRN-5125404
21 Mar 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5125404 The complaint Miss M complains about the quality of a new car she acquired through a personal contract purchase with Santander Consumer (UK) Plc trading as MG Motor Financial Services (‘MGFS’). Miss M says that the car has had number of issues since she acquired it and so it... (4 pages)View decision -
Decision Reference DRN-5415504
21 Mar 2025 Link Financial Outsourcing Limited UpheldConsumer CreditDRN-5415504 The complaint Ms T complains that Link Financial Outsourcing Limited (Link) treated her unfairly when they reneged on their acceptance of her settlement offer. What happened I set out the background to this complaint and my initial findings in my provisional decision dated 6... (3 pages)View decision -
Decision Reference DRN-5414541
20 Mar 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5414541 The complaint Mr R complains about the claim settlement offered by Royal & Sun Alliance Insurance Limited (‘RSA’) following claims made under his commercial property insurance. Part of Mr R’s dissatisfaction relates to the actions of agents acting on behalf of RSA. As RS... (3 pages)View decision -
Decision Reference DRN-5400115
20 Mar 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5400115 The complaint Mr P has complained about the way Inter Partner Assistance SA dealt with a claim under his home emergency insurance policy. What happened Mr P had a home emergency policy which was underwritten by Inter Partner. The policy covered assistance and repairs up to ... (3 pages)View decision -
Decision Reference DRN-5413774
20 Mar 2025 National Savings and Investments UpheldBanking and PaymentsDRN-5413774 The complaint Mr P complains National Savings and Investments caused him and his family intense stress and trauma which could have been avoided had the right information being available at the outset as to the withdrawal process for trust income bonds. What happened Mr P and... (3 pages)View decision -
Decision Reference DRN-5178913
20 Mar 2025 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5178913 The complaint Mr T complains J.P. Morgan Europe Limited trading as Chase didn’t do enough to protect him when he fell victim to an investment scam. What happened Mr T has an account with Chase and an account with another business who I’ll refer to as “R” throughout the rest ... (3 pages)View decision -
Decision Reference DRN-5345210
20 Mar 2025 West Bay Insurance Plc UpheldInsuranceDRN-5345210 The complaint Mr and Mrs B complain about West Bay Insurance Plc’s (“West Bay”) handling of their claim, which resulted in delays due to lost evidence and poor communication, under Mrs B’s motor insurance policy. I’ll refer to Mrs B in my decision. What happened Mrs B was in... (3 pages)View decision -
Decision Reference DRN-5184497
20 Mar 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5184497 The complaint Miss C complains that Santander UK Plc (‘Santander’) won’t reimburse the funds she lost when she fell victim to a scam. What happened Miss C says that in a casual conversation about investments her half-sister said that she had invested and received good retur... (5 pages)View decision
