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 121115 results
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Decision Reference DRN-5283794
17 Feb 2025 Santander UK Plc UpheldMortgagesDRN-5283794 The complaint Mr J and Ms L have complained about poor service from Santander UK Plc during their application to port (transfer) their mortgage interest rate product onto a new mortgage on a new property. They say there were delays by Santander which almost caused them to l... (5 pages)View decision -
Decision Reference DRN-5334916
17 Feb 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5334916 The complaint Mr O complains that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) shouldn’t have accepted a transfer of his occupational pension scheme into a self-invested personal pension (‘SIPP’). What happened In or around late 2012 or early 2013, ... (42 pages)View decision -
Decision Reference DRN-5047814
17 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5047814 The complaint Miss C complains that Revolut Ltd won’t refund her the money she lost after she fell victim to an Authorised Push Payment (‘APP’) scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in su... (9 pages)View decision -
Decision Reference DRN-5185184
17 Feb 2025 Black Horse Limited UpheldConsumer CreditDRN-5185184 The complaint Miss C complains that the car Black Horse Limited supplied was of lesser value than she was led to believe she was receiving. Miss C would like to be able to get a refund of all monies paid towards her agreement. What happened Miss C entered into a hire purcha... (3 pages)View decision -
Decision Reference DRN-5334779
17 Feb 2025 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5334779 The complaint Mr S’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Hitachi Personal Finance acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (... (18 pages)View decision -
Decision Reference DRN-5272913
17 Feb 2025 U K Insurance Limited UpheldInsuranceDRN-5272913 The complaint Mr K complains about the handling of his motor insurance claim by U K Insurance Limited trading as Churchill. (‘UKI’). Much of Mr K’s dissatisfaction is directed at agents acting on behalf of UKI. As UKI accept they’re responsible for the actions of their appoi... (4 pages)View decision -
Decision Reference DRN-5307505
17 Feb 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5307505 The complaint Mr and Mrs G’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (14 pages)View decision -
Decision Reference DRN-5334662
17 Feb 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5334662 The complaint Mr and Mrs H’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (23 pages)View decision -
Decision Reference DRN-5330661
17 Feb 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5330661 The complaint Miss R complained because: - she believed there were fraudulent transactions on her account with HSBC UK Bank Plc; and - HSBC dealt with her concerns as a complaint, not as a fraud investigation. What happened On 3 April 2024, Miss R contacted HSBC by online c... (6 pages)View decision -
Decision Reference DRN-5322411
17 Feb 2025 Frasers Group Financial Services Limited UpheldConsumer CreditDRN-5322411 The complaint Mrs C complains Frasers Group Financial Services Limited (Frasers) caused difficulties regarding a billing dispute relating to the non-receipt of goods. What happened In November 2023, via an online retailer who I will refer to as K, Mrs C placed two orders fo... (4 pages)View decision
