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 366874 results
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Decision Reference DRN-5064432
8 Nov 2024 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5064432 The complaint Mr B complains that BMW Financial Services (GB) Limited (BMWFS) was irresponsible in its lending to him. He wants all interest and charges paid refunded (along with interest). Mr B is represented by a third party but for ease of reference I have referred to Mr ... (3 pages)View decision -
Decision Reference DRN-5135571
8 Nov 2024 HSBC Life (UK) Limited UpheldInsuranceDRN-5135571 The complaint Mrs T (as trustee of the T Trust) is unhappy that HSBC Life (UK) Limited gave her incorrect information when she was trying to amend the trust attached to her life insurance policy (to update the beneficiaries). She’s also unhappy that there were delays sending... (2 pages)View decision -
Decision Reference DRN-5056991
8 Nov 2024 PayrNet Limited Not upheldBanking and PaymentsDRN-5056991 The complaint C, a limited company, complains that PayrNet Limited withheld access to around £51,000 after it froze its account. What happened C had an account through one of PayrNet’s distributors. To keep things simple, I’ll refer to PayrNet in this decision. In December 2... (2 pages)View decision -
Decision Reference DRN-4990558
8 Nov 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4990558 The complaint Mr H complains Santander UK Plc (“Santander”) asked him to provide onerous information about his account activity but later blocked his account and debit card despite sending it what was required. Mr H adds Santander has racially profiled him and so discriminat... (4 pages)View decision -
Decision Reference DRN-5027611
8 Nov 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5027611 The complaint Mr D complains that National Westminster Bank Plc delayed a pension payment for him and Mrs D (complaint dealt with under separate reference) and the result of this was the loss of pension tax relief. Mr D says this will not be able to be reclaimed at a later d... (5 pages)View decision -
Decision Reference DRN-5027619
8 Nov 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5027619 The complaint Mrs D complains that National Westminster Bank Plc delayed a pension payment for her and Mr D (complaint dealt with under separate reference) and the result of this was the loss of pension tax relief. Mrs D says this will not be able to be reclaimed at a later ... (5 pages)View decision -
Decision Reference DRN-5082351
8 Nov 2024 Remitly U.K., Ltd. Not upheldBanking and PaymentsDRN-5082351 The complaint Mrs E has complained, via her attorney, that Remitly U.K. Ltd (“Remitly”) didn’t process a payment to an overseas bank account. What happened Mrs E’s attorney went to make a payment from Mrs E’s Remitly account to an overseas account on 20 May 2024. However, th... (3 pages)View decision -
Decision Reference DRN-5073794
8 Nov 2024 Santander UK Plc UpheldInvestmentsDRN-5073794 The complaint Mr E has complained that Santander UK Plc (Santander) mis-sold him an investment. In particular, he says that he wasn’t aware of the level of risk the fund posed. What happened Following a meeting with a Santander adviser in August 2010, Mr E invested a total o... (4 pages)View decision -
Decision Reference DRN-5135150
8 Nov 2024 Go Car Credit Limited Not upheldConsumer CreditDRN-5135150 The complaint Mrs B complains that Go Car Credit Limited (“GCC”) supplied her with a car which wasn’t of satisfactory quality. What happened In August 2022, Mrs B acquired a used car financed by a hire purchase agreement from GCC. The cash price of the car was £9,830. The ca... (4 pages)View decision -
Decision Reference DRN-4300136
8 Nov 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4300136 The complaint Miss C complains Revolut Ltd (“Revolut”) hasn’t refunded her the money she lost when she fell victim to an impersonation scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some ... (8 pages)View decision
