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 119464 results
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Decision Reference DRN-4755337
25 Apr 2024 Think Money Limited UpheldBanking and PaymentsDRN-4755337 The complaint Ms D is unhappy that Think Money Limited won’t refund payments she didn’t make. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in dispute, so I’ll focus on giving the reasons for my ... (2 pages)View decision -
Decision Reference DRN-4763429
25 Apr 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4763429 The complaint Mr M complains that National Westminster Bank Plc trading as Ulster Bank (Ulster) won’t refund money he lost in an investment scam. What happened What Mr M says: Mr M has a business account and a personal account with Ulster. He suffered an investment scam on his... (4 pages)View decision -
Decision Reference DRN-4735799
25 Apr 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4735799 The complaint Miss F complains that Santander UK Plc did not take appropriate steps to recover funds she lost to a scam. What happened In October 2021 Miss F received a call that she believed to be from a well-known mobile phone retailer. She says they had details of her phone ... (2 pages)View decision -
Decision Reference DRN-4763220
25 Apr 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4763220 The complaint Mr F complains that Santander UK Plc (Santander) won’t refund money he lost in a scam. What happened What Mr F says: Mr F was accepted for a place to study abroad and needed to find somewhere to live. He looked on various websites for accommodation and was then co... (4 pages)View decision -
Decision Reference DRN-4763061
25 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4763061 The complaint Mr J is unhappy with the service he recevied from Monzo Bank Ltd when it blocked his account after he fell victim to a scam. What happened The detailed background of this complaint is well known to both parties. So, I’ll only provide a brief overview of some of th... (3 pages)View decision -
Decision Reference DRN-4761009
25 Apr 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4761009 The complaint A limited company, which I’ll refer to as ‘G’, is unhappy with the service it received from Santander UK PLC surrounding an international transfer. G’s complaint is brought to this service by its director, whom I’ll refer to as ‘Mr B’. What happened On 4 April 202... (4 pages)View decision -
Decision Reference DRN-4758608
25 Apr 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4758608 The complaint Mr K has complained about the way BMW Financial Services (GB) Limited (BMWFS) administered a hire purchase agreement. What happened In June 2015 Mr K entered into a four-year hire purchase agreement with BMWFS to acquire a new car. The car cost around £38,700 and ... (4 pages)View decision -
Decision Reference DRN-4039728
25 Apr 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4039728 The complaint Mr B has complained about the way Creation Consumer Finance Limited (“Creation”) responded to a claim he’d made under section 75 (s75) of the Consumer Credit Act 1974 (the “CCA”) and in relation to an alleged unfair relationship taking into account section 140A (s... (8 pages)View decision -
Decision Reference DRN-4763033
25 Apr 2024 Hood Group Limited UpheldInsuranceDRN-4763033 The complaint Mr R and Miss S complain that they were given incorrect advice by Hood Group Limited (HGL) about whether a claim could be made under their contents insurance policy. Whilst it was a joint contents insurance policy, I’ve referred to Miss S throughout because it was... (2 pages)View decision -
Decision Reference DRN-4754818
25 Apr 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4754818 The complaint Miss P is unhappy with what Royal & Sun Alliance Insurance Limited did after she made a claim on her landlord legal expenses and rent guarantee insurance policy. What happened In March 2022 Miss P contacted RSA as her tenants had told her they would moving out... (4 pages)View decision
