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 121262 results
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Decision Reference DRN-4946357
12 Mar 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4946357 The complaint Mr P complains about the quality of a new motorbike he acquired through a conditional sale agreement with Santander Consumer (UK) Plc (‘Santander’). Mr P says that the bike wasn’t of satisfactory quality as he has had problems with it since he acquired it. Wha... (4 pages)View decision -
Decision Reference DRN-5387779
12 Mar 2025 Pure Retirement Limited UpheldMortgagesDRN-5387779 The complaint Ms F’s complaint is about a lifetime mortgage she has with Pure Retirement Limited. She is unhappy that Pure wants an adult relative who has moved in with her to sign an occupier’s consent form (OCF), waiving any rights they may have to the property as a reside... (8 pages)View decision -
Decision Reference DRN-4784251
11 Mar 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4784251 Complaint Mr and Mrs R are unhappy that Bank of Scotland plc trading as Halifax (‘Halifax’) didn’t reimburse them after they reported falling victim to an investment scam. Background The background to this case is well known to the parties, so I don’t intend to set it out in... (3 pages)View decision -
Decision Reference DRN-5388010
11 Mar 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5388010 The complaint Mrs G complains that Santander UK Plc hasn’t protected her from losing money to an investment scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mrs G has explained that in J... (5 pages)View decision -
Decision Reference DRN-4986428
11 Mar 2025 ReAssure Limited UpheldPensions and AnnuitiesDRN-4986428 The complaint Mr B has complained about a transfer of his personal pension to a small self-administered scheme (SSAS) in July 2015. The personal pension was formerly operated by Legal & General (L&G) whose book of past business has since been taken over by ReAssure L... (15 pages)View decision -
Decision Reference DRN-5186315
11 Mar 2025 Legal and General Assurance Society Limited UpheldPensions and AnnuitiesDRN-5186315 The complaint Mr M complains about the way that Legal and General Assurance Society Limited (L&G) handled his request to transfer his pension to another provider. What happened Mr M held a pension plan with L&G. In December 2023, he requested a transfer to another ... (8 pages)View decision -
Decision Reference DRN-5374242
11 Mar 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5374242 The complaint Mr S complains that CA AUTO FINANCE UK LTD was irresponsible in its lending to him. What happened Mr S acquired a car through a Personal Contract Purchase Agreement with CA Auto Finance in August 2023. The agreement term was 36 months and Mr S was required to r... (5 pages)View decision -
Decision Reference DRN-5339688
11 Mar 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5339688 The complaint Mr H, who is represented by a third party, complains that National Westminster Bank Plc (‘NatWest’) acted irresponsibly when it agreed to provide him with an overdraft facility. He says the overdraft became unaffordable and has asked for interest and charges in... (4 pages)View decision -
Decision Reference DRN-5323997
11 Mar 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5323997 The complaint Miss R is being represented by solicitors. She’s complaining about Monzo Bank Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Miss R fell victim to a cruel job scam in 2023. At a time when she was looking for work, sh... (8 pages)View decision -
Decision Reference DRN-5208636
11 Mar 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5208636 The complaint Mr B complains that Kroo Bank Ltd (‘Kroo’) unfairly restricted his account and held onto funds. What happened Mr B opened a personal account with Kroo in March 2024. Mr B says he used his account for everyday spending and trading in cryptocurrencies. In May 2... (3 pages)View decision
