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 364862 results
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Decision Reference DRN-5065554
7 Oct 2024 Volvo Car Financial Services UK Limited UpheldConsumer CreditDRN-5065554 The complaint Mr G complains that the conditional sale agreement (“agreement”) he entered into with Volvo Car Financial Services UK Limited (“Volvo”) fails to make clear the cost of settling it early and when he was ultimately informed of the cost of doing so Volvo failed to... (4 pages)View decision -
Decision Reference DRN-5059235
7 Oct 2024 Santander UK Plc UpheldMortgagesDRN-5059235 The complaint Mr M complains that Santander UK Plc has changed how his mortgage is administered, without notice. Mr M also complains about mistakes made, including about his monthly payment, when these changes happened. What happened Mr M said that on 27 October 2023 he got ... (5 pages)View decision -
Decision Reference DRN-4856874
7 Oct 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4856874 The complaint Ms S complains that Nationwide Building Society did not allow her to add funds to her new savings bond. What happened Ms S says she visited a branch of Nationwide on 28 September 2023 to open a one-year bond and was told it would be opened in a few days. She s... (2 pages)View decision -
Decision Reference DRN-5013227
7 Oct 2024 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5013227 The complaint Miss L complains that J.P. Morgan Europe Limited (which I’ll refer to as Chase) blocked and then closed her account without telling her why. What happened Miss L held an account with Chase. On 1 February 2024 Chase placed restrictions on the account, effectivel... (2 pages)View decision -
Decision Reference DRN-4833079
7 Oct 2024 Acromas Insurance Company Limited UpheldInsuranceDRN-4833079 The complaint Mr H complains that Acromas Insurance Company Limited (Acromas) declined her claim on the Parts and Garage optional extra, of her roadside assistance motor insurance policy. What happened Mr H was registered as the new owner of the car on 24 December 2023. He ... (3 pages)View decision -
Decision Reference DRN-4997423
7 Oct 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-4997423 The complaint Mr and Mrs H complain about their travel insurance policy underwritten by Liverpool Victoria Insurance Company Limited (LV). What happened In summary, Mr and Mrs H had an annual travel insurance policy with LV which started on 20 October 2022 and ended on 19 O... (3 pages)View decision -
Decision Reference DRN-4785793
7 Oct 2024 Time Broker Finance Limited UpheldConsumer CreditDRN-4785793 The complaint Mr I complains that Time Broker Finance Limited (“Time”) didn’t let him know that a hire agreement was going to be automatically renewed. What happened In July 2018 Mr I entered into a hire agreement, as a sole trader, for the hire of an ice cream machine. The ... (2 pages)View decision -
Decision Reference DRN-5031469
7 Oct 2024 Santander UK Plc UpheldMortgagesDRN-5031469 The complaint Mr and Mrs S complain that when they asked Santander UK Plc to port their Buy To Let (“BTL”) mortgage to a new property, it initially agreed, but then reduced the amount it would lend at a late stage. Mr and Mrs S said that meant the purchase fell through. What... (3 pages)View decision -
Decision Reference DRN-5065618
7 Oct 2024 Ageas Insurance Limited UpheldInsuranceDRN-5065618 The complaint Mrs S has complained that Ageas Insurance Limited (Ageas) unfairly dealt with a claim under a home insurance policy. What happened Mrs S’s home was broken into and jewellery and other items were stolen. Mrs S contacted Ageas to make a claim. Ageas asked Mrs S ... (5 pages)View decision -
Decision Reference DRN-5065307
7 Oct 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5065307 The complaint A company, which I’ll refer to as C, complains that HSBC UK Bank Plc caused C inconvenience when requesting Know Your Customer documents. Mr P, who is a director of C, brings the complaint on C’s behalf. What happened C had an account with HSBC. In February, Ma... (3 pages)View decision
