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 365360 results
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Decision Reference DRN-5546675
9 May 2025 Financial Administration Services Limited Not upheldInvestmentsDRN-5546675 The complaint Mr B complains about Financial Administration Services Limited (trading as “Fidelity”). He said he tried to subscribe to his allocation of new shares in relation to a rights issue, on the phone, but Fidelity didn’t carry out his instruction. Mr B said he has m... (3 pages)View decision -
Decision Reference DRN-5487894
9 May 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5487894 The complaint Mr S has complained about the quality of a car he acquired using a finance agreement from BMW Financial Services(GB) Limited (‘BMWFS’). What happened In October 2022, Mr S entered into a finance agreement with BMWFS for a brand new car. Unfortunately, since the... (3 pages)View decision -
Decision Reference DRN-5267081
9 May 2025 Santander UK Plc UpheldConsumer CreditDRN-5267081 The complaint Mr A complains that Santander UK Plc (Santander) didn’t sufficiently check whether he could sustain the repayments for two loans he’d with them. What happened In November 2021 Mr A entered into a Fixed Sum loan agreement with Santander for £5,000 repayable over... (3 pages)View decision -
Decision Reference DRN-5484760
9 May 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5484760 The complaint Mr M and Mr M complain Accredited Insurance (Europe) Ltd (Accredited) cancelled their motor insurance policy. They also complain Accredited said it would deal with their claim and passed their details to the third-party insurer. This complaint has been bought b... (4 pages)View decision -
Decision Reference DRN-5540619
9 May 2025 Tandem Home Loans Ltd Not upheldMortgagesDRN-5540619 The complaint Mr L and Mrs L are unhappy that Tandem Home Loans Ltd sent their personal information to an e-mail address that wasn’t theirs. They say this is severe breach of GDPR rules and has caused significant issues for them. What happened Mr L and Mrs L approached Tande... (2 pages)View decision -
Decision Reference DRN-5364519
9 May 2025 Specialist Motor Finance Limited UpheldConsumer CreditDRN-5364519 The complaint Mr T complains through a representative that Specialist Motor Finance Limited “Specialist” gave him car finance that wasn’t affordable for him. What happened In August 2018, Specialist provided Mr T with a hire purchase (HP) agreement through an intermediary f... (6 pages)View decision -
Decision Reference DRN-5447403
9 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5447403 The complaint Mr K complains that Revolut Ltd did not reimburse a series of payments he lost to a scam. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them again in detail here. In summary, Mr K unfortunately fell victim to a ta... (4 pages)View decision -
Decision Reference DRN-5243609
9 May 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5243609 The complaint Mr and Mrs W complain that Santander UK Plc won’t refund the money they lost when they were the victims of what they feel was a scam. What happened In February 2021, Mr and Mrs W found out about an opportunity to invest with an investment company. They underst... (3 pages)View decision -
Decision Reference DRN-5433503
9 May 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5433503 The complaint Mr S complains Kroo Bank Ltd unfairly loaded him to a fraud database. What happened Mr S says his device and Kroo account were taken over and transactions carried out on the account. Mr S says messages were received on his phone, but he wasn’t in control of i... (2 pages)View decision -
Decision Reference DRN-5243551
9 May 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5243551 The complaint Mr and Mrs W complain that Santander UK Plc won’t refund the money they lost when they were the victims of what they feel was a scam. What happened In February 2020, Mr and Mrs W found out about an opportunity to invest in a commercial lending company. They un... (3 pages)View decision
