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 4037 results
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Decision Reference DRN-3940048
6 Feb 2023 Landmark Mortgages Limited Not upheldMortgagesDRN-3940048 The complaint Miss C, represented by her solicitors, complains that Landmark Mortgages Limited (“LML”) treated her unfairly by overcharging her on her mortgage. What happened Miss C took out a mortgage with Northern Rock in June 2005. It was initially taken out on a fixed inter... (21 pages)View decision -
Decision Reference DRN-5594786
16 Jul 2025 Tandem Motor Finance Limited UpheldConsumer CreditDRN-5594786 The complaint Mr D complains about the quality of a used car he acquired through a hire purchase agreement with Tandem Motor Finance Limited (‘Tandem’). Mr D says that he experienced problems with the car which later turned out to be a latent fault. The car had also been inv... (4 pages)View decision -
Decision Reference DRN-4863548
31 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4863548 Complaint Mr R is unhappy that Revolut Ltd didn't refund him after he told it he'd fallen victim to a scam. Background Mr R was contacted on a messaging platform about a job opportunity. He was told that he'd need to complete tasks on a platform maintained by ... (2 pages)View decision -
Decision Reference DRN-4954973
25 Jun 2025 North Edinburgh and Castle Credit Union Limited Not upheldConsumer CreditDRN-4954973 The complaint Ms B has complained that North Edinburgh and Castle Credit Union Limited trading as Castle Community Bank (Castle) are holding her liable for a loan that she did not take out. What happened Ms B said she fell victim to a scam after expressing an interest in an... (4 pages)View decision -
Decision Reference DRN-5320048
26 Mar 2025 Morgan Lloyd SIPP Services Limited UpheldPensions and AnnuitiesDRN-5320048 The complaint Mr M complains that Morgan Lloyd SIPP Services Limited failed to carry out sufficient due diligence before accepting the introduction of his self-invested personal pension (‘SIPP’) business and his application to invest in a high-risk unregulated investment sch... (44 pages)View decision -
Decision Reference DRN-5794864
4 Sep 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5794864 The complaint Mr M complains that Starling Bank Limited unfairly declined his application for a savings account. What happened Mr M already held accounts with Starling that he says we were well-managed and never overdrawn. Due to Starling’s decision to stop interest being ea... (2 pages)View decision -
Decision Reference DRN-4019850
9 May 2023 NRAM Limited Not upheldMortgagesDRN-4019850 The complaint Ms and Mr C are unhappy with the amount of interest charged by NRAM after the initial fixed rate period had expired. They believe the SVR should have moved in line with Bank of England base rate (BoEBR). They also consider the rate charged by NRAM was unfairly hig... (24 pages)View decision -
Decision Reference DRN5873832
20 Aug 2014 Liverpool Victoria Financial Advice Services Ltd Not upheldInvestment and pensionsMr and Mrs A have complained through a claims management company that advice they received from Liverpool Victoria Financial Advice Services Limited (“Liverpool Victoria”) in January 1996 to take out a with-profit endowment savings policy was unsuitable for them.Specifically, the annua... (3 pages)View decision -
Decision Reference DRN-4798529
27 Nov 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4798529 The complaint Mr S complains that Santander UK Plc won’t reimburse him after he fell victim to an investment scam. What happened Mr S has explained that he was introduced to an investment opportunity by a friend, who was already signed up to the opportunity in question and m... (4 pages)View decision -
Decision Reference DRN0180132
13 Apr 2016 Volkswagen Financial Services (UK) Limited UpheldBanking and creditMr C complains that Volkswagen Financial Services (UK) Limited (VFS) supplied a faulty car and won’t take it back for a refund. backgroundThe background to this complaint and my provisional findings are set out in my provisional decision dated 10 February 2016 – a copy... (7 pages)View decision
