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 121479 results
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Decision Reference DRN-5237164
21 Feb 2025 U K Insurance Limited UpheldInsuranceDRN-5237164 The complaint Mr and Mrs G complain that U K Insurance Limited (UKI) declined a claim they made on their travel insurance policy. What happened Mr and Mrs G have worldwide travel insurance as a benefit with their bank account. Mr and Mrs G booked a world cr... (3 pages)View decision -
Decision Reference DRN-5145669
21 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5145669 The complaint Ms W complains that Revolut Ltd did not refund a series of payments she lost to a scam. What happened Ms W fell victim to a task-based job scam in which she was convinced to send cryptocurrency to a scammer for a job. Ms W was contacted by a ‘recruiter’ via tex... (11 pages)View decision -
Decision Reference DRN-5287230
21 Feb 2025 Nationwide Building Society UpheldMortgagesDRN-5287230 The complaint Mr K and Mrs K complain about the way Nationwide Building Society handled their application for additional borrowing on their mortgage. What happened Mr K and Mrs K took out a mortgage with Nationwide in February 2024. In April 2024, Mr K called Nationwide to a... (3 pages)View decision -
Decision Reference DRN-5311934
21 Feb 2025 Allianz Insurance Plc UpheldInsuranceDRN-5311934 The complaint W, a limited company, complains Allianz Insurance Plc turned down claims it made on its professional indemnity insurance policy. W is represented by its director, Mr D who is in turn represented in bringing this complaint to our service by professional represen... (8 pages)View decision -
Decision Reference DRN-5222196
21 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5222196 The complaint Miss M complains that Santander UK Plc won’t refund the money she lost when she was the victim of what she feels was a scam. What happened In June 2020, Miss M was told about an opportunity to invest in a company she had invested with before, which leased cars... (6 pages)View decision -
Decision Reference DRN-5331403
21 Feb 2025 National Westminster Bank Plc UpheldConsumer CreditDRN-5331403 The complaint Mr E has complained that National Westminster Bank Plc (“NatWest”) gave him loans between 2020 and 2023 which shouldn’t have been granted due to the increasing size of the loans, the interest applied to each loan as well as his other external debts. What happe... (7 pages)View decision -
Decision Reference DRN-5301207
21 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5301207 The complaint Mr A complains that Santander UK Plc won’t refund the money he lost when he was the victim of what he feels was a scam. What happened At some point prior to 2019, Mr A says he heard an advert on the radio about an opportunity to invest in a company which lease... (6 pages)View decision -
Decision Reference DRN-5288118
21 Feb 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5288118 The complaint Mr A complains that Bank of Scotland plc, trading as Halifax, won’t refund the money he lost when he was the victim of what he feels was a scam. What happened At some point prior to 2019, Mr A says he heard an advert on the radio about an opportunity to invest... (6 pages)View decision -
Decision Reference DRN-4992580
20 Feb 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4992580 Complaint Ms A says that BMW Financial Services (GB) Limited (trading as “Alphera” Financial Services) unfairly terminated her hire-purchase agreement. Background In October 2022, Alphera provided Ms A with finance for a used car. The cash price of the vehicle was £52,000.0... (4 pages)View decision -
Decision Reference DRN-5335330
20 Feb 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5335330 The complaint Mr R 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’). He says Options shouldn’t have accepted business fro... (42 pages)View decision
