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-3935917
9 Mar 2023 NewDay Ltd UpheldBanking and PaymentsDRN-3935917 The complaint Mr H has complained that NewDay Ltd should have applied defaults to four credit card accounts sooner than it did. What happened Mr H had four credit cards which he stopped making any payments towards between August to October 2021. He thinks that NewDay should hav... (2 pages)View decision -
Decision Reference DRN-3959601
9 Mar 2023 Gracombex Ltd UpheldConsumer CreditDRN-3959601 The complaint Mr C complains Gracombex Ltd trading as The Money Platform (Gracombex) didn’t carry out proportionate affordability checks before it approved him for loans. Had it done so it would’ve realised he wasn’t working at the time and had no income. What happened Mr C wa... (5 pages)View decision -
Decision Reference DRN-4008720
9 Mar 2023 Financial Administration Services Limited UpheldInvestmentsDRN-4008720 The complaint Mrs C has complained about the delays caused by Financial Administration Services Limited (‘Fidelity’) in providing the book costs for her General Investment Account (‘GIA’) which she transferred to another platform provider. What happened Mrs C held a GIA with Fi... (4 pages)View decision -
Decision Reference DRN-3997894
9 Mar 2023 Nationwide Building Society UpheldMortgagesDRN-3997894 The complaint Mr and Mrs E complain that Nationwide Building Society (Nationwide) unfairly declined their request to port (transfer) their mortgage and take out additional borrowing. Mr and Mrs E took out a mortgage with another lender and repaid his Nationwide mortgage - incur... (6 pages)View decision -
Decision Reference DRN-4011491
9 Mar 2023 Starling Bank Limited UpheldBanking and PaymentsDRN-4011491 The complaint Mr B is unhappy that Starling Bank Limited won’t reimburse the money he says he’s lost to a scam. What’s happened? Mr B says he’s fallen victim to a scam. He saw an advert on social media by a company I’ll refer to as (‘M’), seeking investment in shares. M had pre... (6 pages)View decision -
Decision Reference DRN-3921449
9 Mar 2023 PSA Finance UK Limited UpheldConsumer CreditDRN-3921449 The complaint Mrs S is unhappy with the compensation PSA Finance UK Limited offered after allowing her to reject a car supplied to her under a hire agreement. What happened On 31 May 2019, Mrs S was supplied with a new car through a hire agreement with PSA. She paid an advance ... (4 pages)View decision -
Decision Reference DRN-4012100
9 Mar 2023 Berkshire Hathaway International Insurance Ltd UpheldInsuranceDRN-4012100 The complaint Miss M complains that Berkshire Hathaway International Insurance Limited (Berkshire) unfairly declined her claim following the theft of her car, under her motor insurance policy. What happened In March 2022 Miss M returned from holiday to find that her car wasn’t ... (5 pages)View decision -
Decision Reference DRN-3710924
9 Mar 2023 Society of Lloyd's UpheldInsuranceDRN-3710924 The complaint F complains about Society of Lloyd’s handling of its business interruption insurance claim after its business was impacted by the Covid-19 pandemic. Mr M, the director of F, brings the complaint on F’s behalf. My references to Lloyd’s include the agent and loss ad... (5 pages)View decision -
Decision Reference DRN-3989343
9 Mar 2023 Gallium Fund Solutions Limited UpheldInvestmentsDRN-3989343 The complaint Miss E complains a three-year bond she invested into issued by Basset & Gold Plc (“B&G plc”) was mis-sold. She says was told the investment was relatively secure and protected by the financial services compensation scheme (FSCS). Miss E is represented in t... (5 pages)View decision -
Decision Reference DRN-3966976
9 Mar 2023 Santander UK Plc UpheldBanking and PaymentsDRN-3966976 The complaint Mr and Mrs A complain that Santander UK Plc closed Mrs A’s accounts unfairly. What happened Mr A, on behalf of Mrs A, says she received blank letters from Santander about her accounts, as well as phone calls asking about personal details. Following this, her accou... (3 pages)View decision
