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 363152 results
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Decision Reference DRN-5041303
8 Oct 2024 Cater Allen Limited Not upheldBanking and PaymentsDRN-5041303 The complaint A company (K) complains that Cater Allen Limited (trading as Cater Allen Bank) didn’t protect them from an investment scam. K’s complaint has been referred to us by their Director, Ms L, who is being supported in making her complaint by a representative. But fo... (4 pages)View decision -
Decision Reference DRN-5037173
8 Oct 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5037173 The complaint Mrs J has complained that Santander UK Plc authorised gambling transactions via third party merchants. She believes Santander should have done more to support her when she was gambling in a compulsive and harmful way. Mrs J has complained about other gambling a... (3 pages)View decision -
Decision Reference DRN-4617634
8 Oct 2024 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-4617634 The complaint Mr K complains that the TFT dashboard screen on the motorcycle he acquired through a hire purchase agreement with BMW Financial Services (GB) Limited (BMWFS) wasn’t fit for purpose as it was easily stolen. He wants the cost of the replacement TFT dashboard scre... (2 pages)View decision -
Decision Reference DRN-5034257
8 Oct 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5034257 The complaint Miss T contacted us as she was unhappy with the customer service provided by Admiral Insurance (Gibraltar) Limited when making enquiries about her car insurance policy. Miss T is also unhappy with how an accident has been recorded. What happened In March 2023 M... (2 pages)View decision -
Decision Reference DRN-4886429
8 Oct 2024 Oodle Financial Services Limited Not upheldConsumer CreditDRN-4886429 The complaint Miss S complains that Oodle Financial Services Limited (Oodle) were unreasonable to terminate a finance agreement she had with them and to report adverse information to her credit file. What happened In October 2021 Miss S took receipt of a used car. She financ... (2 pages)View decision -
Decision Reference DRN-4753652
8 Oct 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-4753652 The complaint Mr D has complained that Wise Payments Limited (“Wise”) failed in its duty to protect him from an employment-related scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it here. But I’ll summarise the... (4 pages)View decision -
Decision Reference DRN-4691127
8 Oct 2024 AXA Insurance Plc UpheldInsuranceDRN-4691127 The complaint Ms S complains that AXA Insurance Plc delayed dealing with a claim on her commercial property insurance, which led to her being unable to rent the property and caused a loss of rent. What happened Ms S owns a property which she lets out to tenants. In July 2022... (3 pages)View decision -
Decision Reference DRN-5065865
8 Oct 2024 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5065865 The complaint Mr D complains that Aviva Life & Pensions UK Limited hasn’t paid a claim he made on a personal income protection insurance policy. What happened Mr D held a personal income protection policy, which was first underwritten by an insurer I’ll call S, although ... (4 pages)View decision -
Decision Reference DRN-4921569
8 Oct 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4921569 The complaint Mrs M complains about the quality of a car supplied to her by BMW Financial Services(GB) Limited trading as ALPHERA Financial Services (“BMWFS”). What happened Mrs M acquired a used car under a 43 month hire purchase agreement with BMWFS in November 2023. The c... (5 pages)View decision -
Decision Reference DRN-5068061
8 Oct 2024 Westerby Trustee Services Limited UpheldPensions and AnnuitiesDRN-5068061 The complaint Mr M complains that Westerby Trustee Services Limited (‘Westerby’) should have completed more checks before accepting his application from Abana Unipessoal Lda (‘Abana’), for a Self-Invested Personal Pension (‘SIPP’). Mr M’s employer transferred £50,000 direct... (42 pages)View decision
