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 128085 results
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Decision Reference DRN-4155121
14 Jun 2023 Aviva Equity Release UK Limited UpheldMortgagesDRN-4155121 The complaint Ms W and Mr W have complained about delays and poor customer service by Aviva Equity Release UK Limited in relation to an application for a change of parties on an equity release mortgage. They are asking Aviva to compensate them for financial loss, distress and i... (3 pages)View decision -
Decision Reference DRN-3949631
14 Jun 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3949631 The complaint Mr L complains that Monzo Bank Ltd (“Monzo”) won’t refund money he lost after falling victim to a scam. What happened In 2022, Mr L posted an advert online looking for someone local to do some maintenance work on his home. Mr L says he had three responses, which i... (4 pages)View decision -
Decision Reference DRN-4107630
14 Jun 2023 RCI Financial Services Limited UpheldConsumer CreditDRN-4107630 The complaint Mr P complains about the quality of a car he acquired through a hire purchase agreement financed by RCI Financial Services Limited (RCI). What happened In January 2019 Mr P acquired a used car through a hire purchase agreement with RCI. In around October 2022 Mr... (3 pages)View decision -
Decision Reference DRN-4179091
13 Jun 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4179091 The complaint Mr and Mrs M complain about Santander UK Plc. They say that Santander didn’t do enough to protect Mr M from becoming a victim of a scam and would like Santander to pay back the money that has been lost. What happened In September 2020, Mr M fell victim to a scam i... (5 pages)View decision -
Decision Reference DRN-4085828
13 Jun 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4085828 The complaint Ms O complains about NewDay Ltd recording adverse information on her credit file in relation to a credit card account. What happened Ms O stopped making payments towards her credit card from December 2020. Despite NewDay allowing several payment holidays, it recor... (3 pages)View decision -
Decision Reference DRN-3871662
13 Jun 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3871662 The complaint Mr W complains that Options UK Personal Pensions LLP (“Options” - formerly Carey Pensions) accepted his investment into a self-invested personal pension (SIPP) when, he says, it shouldn’t have accepted business from the business who introduced him to Options; Cale... (40 pages)View decision -
Decision Reference DRN-4185878
13 Jun 2023 Lantern Debt Recovery Services Ltd UpheldConsumer CreditDRN-4185878 The complaint Miss L is unhappy with how Lantern Debt Recovery Services Ltd reported information to her credit file. What happened In 2018, Lantern purchased an outstanding debt owed by Miss L and were told by the originating creditor that the date of default for the debt was i... (3 pages)View decision -
Decision Reference DRN-4069114
13 Jun 2023 Ageas Insurance Limited UpheldInsuranceDRN-4069114 The complaint Mr G complains about how Ageas Insurance Limited handled a claim made on his motor insurance policy and with the delays to his repairs. He wants it to buy back his car. What happened Ageas took Mr G’s car for repairs following an accident. The car was returned to ... (2 pages)View decision -
Decision Reference DRN-4085749
13 Jun 2023 Madison CF UK Limited UpheldConsumer CreditDRN-4085749 The complaint Mrs R complains that Madison CF UK Limited, trading as 118 118 Money,(“Madison”) lent to her irresponsibly. What happened Mrs R took out a loan with Madison in October 2014. She borrowed £1,500 over 18 months for a car purchase or repairs, repaying £104.13 a month... (3 pages)View decision -
Decision Reference DRN-4142435
13 Jun 2023 Santander UK Plc UpheldConsumer CreditDRN-4142435 The complaint Miss R complains that the loan she had from Santander UK Plc was unaffordable to her. What happened Miss R had one loan from Santander in July 2021 as follows: Loan Date Amount Term Monthly Repayment Due 1 27 Jul 2021 £13,000 60m £326.14 1 August 2026 Miss R says ... (3 pages)View decision