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 4563 results
-
Decision Reference DRN-5492013
17 Apr 2025 Embark Investment Services Limited UpheldInvestmentsDRN-5492013 The complaint Mr P complains that Embark Investment Services Limited (‘Embark’) unfairly delayed the transfer of his ISA causing him financial loss. Mr P had also complained about the receiving firm who I’ll refer to as ‘C’ below but hasn’t referred that complaint to our se... (9 pages)View decision -
Decision Reference DRN5488208
1 Jul 2019 Close Brothers Limited Not upheldBanking and creditMr N complains that Close Brothers Limited refused to let him reject a faulty caravan.background In April 2017 Mr N bought a second hand caravan from a dealer I will call M. It cost £9,000 and was funded by a conditional sales agreement with Close Brothers. He says... (3 pages)View decision -
Decision Reference DRN2391005
24 Jun 2015 Santander Consumer (UK) Plc Not upheldBanking and creditMrs D complains Santander Consumer (UK) plc (trading as Santander Consumer Finance) put the wrong details on her finance agreement - so she lost out on a new vehicle and couldn’t use her existing one for a few months. background In 2013 Mrs D entered into a conditional... (2 pages)View decision -
Decision Reference DRN2145760
24 Jan 2017 Advanced Payment Solutions Limited UpheldBanking and creditMr D complains that Advanced Payment Solutions Limited (“APS”) failed to cancel his credit card account.backgroundMr D had a credit card account with APS. He says he did not recall asking for the card and called APS in May 2015 to cancel it. Mr D says that, in spite ... (3 pages)View decision -
Decision Reference DRN0524130
20 Aug 2014 Santander Consumer (UK) Plc Not upheldBanking and creditMr J complains that when he bought a car using finance from Santander Consumer (UK) plc, he was misled into believing that the agreement was hire purchase. However Santander now says it was actually a personal loan. background The issue arose when Mr J approached Santander about a vo... (2 pages)View decision -
Decision Reference DRN-5006186
6 Sep 2024 Yorkshire Building Society Not upheldMortgagesDRN-5006186 The complaint Mr C and Mrs S complain that Yorkshire Building Society (YBS) disclosed their financial information to a fraudster and then failed to deal with the matter quickly or support them appropriately. What happened Mr C and Mrs S have an offset mortgage with YBS, mean... (3 pages)View decision -
Decision Reference DRN5574998
29 Oct 2013 Barclays Bank Plc Not upheldBanking and creditMr G complains that Barclays Bank Plc unfairly closed his account without reasonable notice, and registered adverse information against him which has led to his having difficulty opening a new bank account.backgroundMr G had current and savings accounts with Barclays. On 14 March 2013 a ... (2 pages)View decision -
Decision Reference DRN4906110
28 Feb 2017 D. M. Design Bedrooms Limited Not upheldBanking and creditMrs G complains about the cashback that she received under a fixed sum loan agreement that was sold to her by D. M. Design Bedrooms Limited.backgroundDM Design agreed to install a new kitchen for Mrs G. She financed the kitchen with a fixed sum loan agreement with a... (2 pages)View decision -
Decision Reference DRN7294652
25 May 2016 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Mr A held insurance with Royal & Sun Alliance Insurance Plc (“RSA”) and he complains that it lost his personal information. backgroundRSA wrote to Mr A to apologise that it had lost his data that was contained on a hard drive. RSA couldn’t be sure whether the data... (2 pages)View decision -
Decision Reference DRN-3430511
19 Apr 2022 National Westminster Bank Plc Not upheldMortgagesDRN-3430511 The complaint Mr and Mrs P’s complaint is that National Westminster Bank Plc (NatWest) didn’t return the deeds to their home when they paid off their mortgage. Mr and Mrs P believe NatWest was sent the deeds when they took out their mortgage and it likely later destroyed them, ... (5 pages)View decision
