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 369227 results
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Decision Reference DRN-5246426
8 Jan 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5246426 The complaint Mr M’s complaint is that a car supplied to him under a conditional sale agreement with Santander Consumer (UK) Plc (‘Santander’) was mis sold to him and not of satisfactory quality. He has asked Santander to take the car back and to provide a full refund, to re... (6 pages)View decision -
Decision Reference DRN-5144887
8 Jan 2025 U K Insurance Limited Not upheldInsuranceDRN-5144887 The complaint Ms P says U K Insurance Limited (UKI) mis-sold her a legal expenses insurance policy. What happened Ms P took out insurance with UKI in June 2010 which included legal expenses cover. After making claims on that policy she found it contained an exclusion for cla... (2 pages)View decision -
Decision Reference DRN-5138723
8 Jan 2025 Soteria Insurance Limited UpheldInsuranceDRN-5138723 The complaint Mr and Mrs H complain that Soteria Insurance Limited has caused delays with a claim on their buildings and contents insurance policy and ignored reasonable requests, including a request for a site meeting, which has led to further damage. What happened Mr and M... (4 pages)View decision -
Decision Reference DRN-5023501
8 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5023501 The complaint Mr M complains that Revolut Ltd didn’t do enough to protect him when he was falling victim to a scam and hasn’t refunded any of his loss since he reported what happened. Mr M is represented in his complaint by a claims management company. But, for the sake of c... (5 pages)View decision -
Decision Reference DRN-4973942
8 Jan 2025 Direct IFA's Ltd Not upheldInvestmentsDRN-4973942 The complaint Mr L complains that Direct IFA’s Ltd (“DIFA”) gave him unsuitable investment advice. He says the level of risk in the recommended investment wasn’t appropriate for him. The complaint has been brought on Mr L’s behalf by a claims management company. To keep thin... (2 pages)View decision -
Decision Reference DRN-5160276
8 Jan 2025 Nationwide Building Society Not upheldMortgagesDRN-5160276 The complaint Ms R complains about the way Nationwide Building Society has administered her mortgage account and the communication she’s received. What happened Ms R has a mortgage with Nationwide and makes her monthly payments on the last calendar day of the month after she... (5 pages)View decision -
Decision Reference DRN-3976392
8 Jan 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3976392 The complaint Mr R complains, through a representative, that in 2011, Options UK Personal Pensions LLP (‘Options’, trading as Carey Pensions UK LLP at the relevant time) didn’t carry out adequate due diligence on his introducer and selected investment when it accepted his se... (36 pages)View decision -
Decision Reference DRN-5229561
8 Jan 2025 Amtrust Europe Limited Not upheldInsuranceDRN-5229561 The complaint Mr W’s complaint is about a claim made under the legal expenses section of a household insurance policy provided by Amtrust Europe Limited. Amtrust Europe Limited is the underwriter of the policy, i.e. the insurer. Part of this complaint concerns the actions of... (4 pages)View decision -
Decision Reference DRN-5035378
8 Jan 2025 Hilbert Investment Solutions Ltd Not upheldInvestmentsDRN-5035378 The complaint Mr P complains that Hilbert Investment Solutions Ltd (“HISL”) won’t pay him the maturity proceeds of his bond. What happened Mr P invested in a five-year bond, issued by a company which I’ll refer to as “A”. He held the bond in an ISA. The ISA manager was HISL.... (2 pages)View decision -
Decision Reference DRN-5097965
8 Jan 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5097965 The complaint A charity, which I will refer to as C, complains that Barclays Bank UK Plc wrongly closed its bank accounts without giving any warning. Mr H, C’s treasurer, complains on its behalf. What happened Barclays told us: It has a responsibility to prevent financi... (4 pages)View decision
