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 367300 results
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Decision Reference DRN-4419915
1 Nov 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4419915 The complaint Mrs U complains that Santander UK Plc hasn’t refunded money she paid to a builder for home improvement work which wasn’t completed. Mrs U also complains that Santander UK Plc has only refunded half of the money she paid to an architect. Mrs U has referred othe... (5 pages)View decision -
Decision Reference DRN-4597076
1 Nov 2024 Close Brothers Limited Not upheldConsumer CreditDRN-4597076 The complaint Miss P complains that a car she acquired using a conditional sale agreement with Close Brothers Limited trading as Close Brothers Motor Finance (“Close Brothers”) wasn’t of satisfactory quality. What happened In July 2022, Miss P entered into a conditional sale... (4 pages)View decision -
Decision Reference DRN-5038208
1 Nov 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5038208 The complaint Mr B complains that his PIN numbers stopped working at Santander UK Plc and that it didn’t send his usual monthly account statement. What happened Mr B says his PIN numbers worked on 12 February 2024, but that the following day they did not work for either of ... (2 pages)View decision -
Decision Reference DRN-5120788
1 Nov 2024 Knight Frank Finance LLP UpheldMortgagesDRN-5120788 The complaint Mr and Mrs V complain about poor service and misinformation when they took mortgage advice from Knight Frank Finance LLP. Mr V has dealt with the complaint. He says the £250 offered by Knight Frank isn’t adequate for their financial loss and stress. What happen... (5 pages)View decision -
Decision Reference DRN-5054987
1 Nov 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5054987 The complaint Ms J complains Barclays Bank UK PLC (Barclays) failed to get her money back for services she bought with her debit card, but did not receive. What happened In early September 2023, Ms J used her debit card to pay an online agency £166 to secure travel visas f... (3 pages)View decision -
Decision Reference DRN-5005593
1 Nov 2024 Oakleafe Group Limited UpheldInsuranceDRN-5005593 The complaint Mr and Mrs A have complained about Oakleafe Group Limited which they instructed to act as loss assessors in respect of their water leak claim made to their property insurer. What happened There was a leak at Mr and Mrs A’s home in December 2022 and they appoin... (3 pages)View decision -
Decision Reference DRN-5120833
1 Nov 2024 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5120833 The complaint Mr V complains that his pension transfer value that Phoenix Life Limited (‘Phoenix’) initially confirmed to him substantially diminished within a very short space of time. Mr V says that within the space of 20 days, his transfer value decreased by £25,000. He’d... (4 pages)View decision -
Decision Reference DRN-4979864
1 Nov 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4979864 The complaint Mrs G is unhappy that Revolut Ltd (“Revolut”) won’t reimburse her for money she lost as part of a third-party scam. What happened The circumstances that led to this complaint are well known to both parties, so I won’t repeat them in detail here. But briefly Mr... (5 pages)View decision -
Decision Reference DRN-5026124
1 Nov 2024 National Savings and Investments UpheldBanking and PaymentsDRN-5026124 The complaint Miss S is unhappy that National Savings and Investments (“NS&I”) haven’t provided her with a written confirmation that her account with them is closed. What happened Miss S instructed NS&I to cash in a premium bond that she held and to close her account... (2 pages)View decision -
Decision Reference DRN-5072102
1 Nov 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5072102 The complaint Mr H has complained that he was unable to close his Santander UK Plc “Santander” accounts. What happened On 20 May 2024 Mr H logged onto his online banking and tried to close his account. Mr H said that the chat button didn’t work and he was unwilling to call a... (3 pages)View decision
