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 119142 results
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Decision Reference DRN-3474673
22 Jun 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3474673 The complaint Miss N complains that Monzo Bank Ltd (Monzo) won’t refund the money she lost in a scam. What happened Miss N says that she received a call and heard a pre-recorded message saying it was HMRC and asking her to press a key to get through to someone, which Miss N did... (4 pages)View decision -
Decision Reference DRN-3432331
22 Jun 2022 Leeds Building Society UpheldMortgagesDRN-3432331 The complaint Mr and Mrs W complain that Leeds Building Society unfairly refused to let them port their buy to let mortgage to another holiday let property. What happened Mr and Mrs W had an existing mortgage and a mortgage product with a fixed interest rate for a fixed term wi... (5 pages)View decision -
Decision Reference DRN-3475440
22 Jun 2022 Retail Merchant Services Limited UpheldBanking and PaymentsDRN-3475440 The complaint P, a limited company, complains that Retail Merchant Services Limited didn’t arrange for services on the terms agreed. What happened P met with representatives of RMS in November 2019. It applied for a merchant services contract and signed an agreement setting out... (3 pages)View decision -
Decision Reference DRN-3251189
22 Jun 2022 PSA Finance UK Limited UpheldConsumer CreditDRN-3251189 The complaint Miss W complains about charges PSA Finance UK Limited trading as Free2Move Lease asked her to pay at the end of a hire agreement term. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focu... (2 pages)View decision -
Decision Reference DRN-3556107
22 Jun 2022 Aviva Insurance UK Limited UpheldInsuranceDRN-3556107 The complaint Mr H on behalf of the executors of Mrs H’s estate is unhappy about Aviva Insurance UK Limited’s handling of a subsidence claim under a home insurance policy. Instead of the executors of the estate for ease I’ll refer to Mr H throughout the decision. I will refer t... (10 pages)View decision -
Decision Reference DRN-3217344
22 Jun 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3217344 The complaint Mr D complains about advice he was given to transfer the benefits from his defined-benefit (DB) occupational pension scheme (OPS) to a self-invested personal pension (SIPP). He says the advice was unsuitable for him and believes this has caused him a financial los... (6 pages)View decision -
Decision Reference DRN-3227606
22 Jun 2022 Nationwide Building Society UpheldBanking and PaymentsDRN-3227606 The complaint Miss C has complained that Nationwide Building Society (“NW”) acted irresponsibly by increasing her overdraft limit on two accounts when she was in financial difficulty. What happened Miss C had two accounts with NW. Account ending 1430 had an overdraft with a lim... (3 pages)View decision -
Decision Reference DRN-3550804
22 Jun 2022 Society of Lloyd's UpheldInsuranceDRN-3550804 The complaint Mr M has complained that Society of Lloyd’s trading as Lloyd’s of London avoided (treated it as if it never existed) his motor insurance policy and refused to pay his claim. What happened Mr M took out a motor insurance policy with Lloyd’s through an online price ... (3 pages)View decision -
Decision Reference DRN-3450019
22 Jun 2022 P1 Investment Management Limited UpheldInvestmentsDRN-3450019 The complaint Mr D has complained about the time taken by P1 Investment Management Limited to transfer his ISA. What happened On 2 October 2019 Mr D requested a transfer of his stocks and shares ISA from P1 to another provider which I’ll call B. Mr D made this request because h... (2 pages)View decision -
Decision Reference DRN-1795664
22 Jun 2022 Santander UK Plc UpheldBanking and PaymentsThe complaint Mr S complains as a Director of H, a limited company, that Santander UK Plc withheld money from the business, closed its account and applied a Cifas marker wrongfully. What happened In March 2019 H's Santander business account received a payment from a third-party bus... (3 pages)View decision
