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 4385 results
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Decision Reference DRN-3084157
29 Oct 2021 Santander UK Plc Not upheldBanking and PaymentsDRN-3084157 The complaint Mr T complains that Santander UK Plc did not help recover the money paid to a scam investment company. What happened Mr T was contacted by a company called UFX.com who sold him an investment opportunity. He had no previous trading experience but was interested in ... (6 pages)View decision -
Decision Reference DRN7863997
21 Aug 2019 Legal & General Insurance Limited UpheldPayment protection insurance (PPI)Mrs B is unhappy that Legal & General Insurance Limited (“L&G”) stopped her unemployment claim on her mortgage payment protection insurance (“PPI”) policy.Another business administered the policy, but L&G as the underwriter are ultimately responsible for the assessment and paym... (7 pages)View decision -
Decision Reference DRN-3025344
2 Nov 2021 Admiral Insurance Company Limited UpheldInsuranceDRN-3025344 The complaint Mr H (represented by his solicitor, Mr L) says Admiral Insurance Company Limited wrongly declined the claim he made on his motor insurance policy after his car was stolen. What happened Mr H bought a car that was on sale for £15,000 from a private seller for £12,8... (6 pages)View decision -
Decision Reference DRN-3317344
22 Feb 2022 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-3317344 The complaint Mr I has raised a number of concerns over the arrangements relating to a car he acquired using a hire-purchase agreement with BMW Financial Services (GB) Limited (“BMWFS”). What happened In July 2018 Mr I got a used BMW X6 he’d seen at a dealership. The arrangemen... (5 pages)View decision -
Decision Reference DRN-5113777
19 Dec 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5113777 The complaint Mrs O complains that HSBC UK Bank Plc trading as First Direct (‘First Direct’) won’t refund the money she says was lost as the result of a scam. What happened In August 2019, Mrs O heard a radio advertisement for an investment with a company I’ll refer to as B... (5 pages)View decision -
Decision Reference DRN8993724
19 Dec 2019 The Share Centre Limited Not upheldInvestment and pensionsMr L complains on behalf of his company about an administrative error by The Share Centre Limited which he says has caused financial loss.backgroundMr L held shares in an overseas company, having originally invested £29,977. The Share Centre contacted Mr L to explain that if he wanted to r... (4 pages)View decision -
Decision Reference DRN-3980989
13 Mar 2023 Extracover Limited Not upheldInsuranceDRN-3980989 The complaint Mr J has complained that Extracover Limited refused to provide motor insurance for him. He bought a flexible car hire and reward policy for courier drivers. What happened Mr J bought a commercial vehicle policy with Extracover. Extracover provide cover for up to 3... (2 pages)View decision -
Decision Reference DRN3724211
28 Aug 2015 Santander UK Plc UpheldBanking and creditMiss W complains that Santander UK Plc caused damage to her credit profile by incorrectly recording a default on her credit file.backgroundSantander incorrectly registered a default against Miss W and did not remove it. Miss W says it meant she had difficulty obtain... (1 page)View decision -
Decision Reference DRN-3443217
13 May 2022 Charter Court Financial Services Limited Not upheldMortgagesDRN-3443217 The complaint Mr Y complains about problems with the secured bridging loan he took out with Charter Court Financial Services Limited trading as Precise Mortgages. He asks that it accepts its processes need improvement and puts this in place, refunds excess charges and compensat... (3 pages)View decision -
Decision Reference DRN-4947418
2 Oct 2024 Scottish Friendly Assurance Society Limited Not upheldInsuranceDRN-4947418 The complaint Mrs R is unhappy that Scottish Friendly Assurance Society Limited declined a claim made on her husband’s life and critical illness insurance policy (‘the policy’) after he died. Mrs R is the trustee of the trust set up for the policy benefit. I’ll refer to Mr... (3 pages)View decision
