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-4655837
10 Apr 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4655837 The complaint Miss T complains that Nationwide Building Society failed to take steps to prevent her from spending a large sum of money on gambling. What happened In 2020 Miss T had been in contact with Nationwide as a result of which it noted that she had a gambling addiction. ... (3 pages)View decision -
Decision Reference DRN-4716934
10 Apr 2024 Brazier Consulting Services Ltd UpheldClaims ManagementDRN-4716934 The complaint Miss M complains about Brazier Consulting Services Ltd (“BCS”) and their failure to progress her claim for mis-sold Payment Protection Insurance (“PPI”). What happened Miss M instructed BCS to pursue a claim for mis-sold PPI on her behalf. But despite her requests... (2 pages)View decision -
Decision Reference DRN-4733076
10 Apr 2024 U K Insurance Limited UpheldInsuranceDRN-4733076 The complaint Mr H complains about the service he received from U K Insurance Limited trading as Direct Line (UKI) when renewing his van insurance policy. What happened Mr H’s van insurance policy with UKI was due for renewal. He contacted UKI to renew the policy, the price was... (3 pages)View decision -
Decision Reference DRN-4522283
10 Apr 2024 Santander UK Plc UpheldMortgagesDRN-4522283 The complaint Ms P’s complaint is about a mortgage and porting application she made to Santander UK Plc. She has told us that she was assured her application would be accepted for the amount she wanted, but she was then offered a lower amount. Ms P has told us that had she been... (3 pages)View decision -
Decision Reference DRN-4731398
10 Apr 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4731398 The complaint Mrs M complains about the damage charges applied by BMW Financial Services(GB) Limited trading as BMW Financial Services (BMWFS) when she voluntarily terminated her car finance agreement. What happened In December 2017, Mrs M entered into a 48 month hire purchase ... (4 pages)View decision -
Decision Reference DRN-4693507
10 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4693507 Complaint Mr O is unhappy that Monzo Bank Ltd didn’t reimburse him after he fell victim to a scam. Background In August 2023, Mr O fell victim to a scam. He was looking for jobs with employers that would sponsor his visa application. A friend put him in contact with a company t... (3 pages)View decision -
Decision Reference DRN-4731329
10 Apr 2024 Santander UK Plc UpheldMortgagesDRN-4731329 The complaint Ms S and Mr W complained that Santander UK Plc decided not to offer them a mortgage on a property they wanted to buy, after it saw the valuation report. But it didn’t tell them this right away. Ms S and Mr W said this delay increased their costs. What happened Ms ... (3 pages)View decision -
Decision Reference DRN-4714381
10 Apr 2024 ITI Capital Limited UpheldInvestmentsDRN-4714381 The complaint Mr T complains that ITI Capital Limited delayed the transfer of his share dealing account to another broker when it closed its UK retail business. What happened In 2022 ITI decided to stop providing a service in respect of UK retail clients and emailed Mr T on 22 ... (5 pages)View decision -
Decision Reference DRN-4692673
10 Apr 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4692673 The complaint Mr S and Mrs S have complained about how Royal & Sun Alliance Insurance Limited (RSA) dealt with a claim under a home emergency policy. As Mr S dealt with the claim and complaint, I will normally only refer to him. References to RSA include companies acting on... (2 pages)View decision -
Decision Reference DRN-4658576
10 Apr 2024 Santander UK Plc UpheldMortgagesDRN-4658576 The complaint This complaint is about Mr H and Ms P’s buy-to-let (BTL) mortgage held with Santander UK Plc. The mortgage was on a fixed-rate product which ended on 2 May 2023. Mr H, who has dealt with the complaint throughout, says that Santander sent correspondence to an incor... (4 pages)View decision
