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 369227 results
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Decision Reference DRN-4776647
12 Aug 2024 Just Retirement Limited Not upheldMortgagesDRN-4776647 The complaint Mr and Mrs H complain that they were mis-sold a Lifetime Mortgage (LM) by Just Retirement Limited (JRL). What happened In 2014 Mr and Mrs H took financial advice from a financial advisor AH who worked for a regulated independent financial intermediary business... (2 pages)View decision -
Decision Reference DRN-4959838
12 Aug 2024 Cater Allen Limited UpheldBanking and PaymentsDRN-4959838 The complaint Mr F complains Cater Allen Limited trading as Cater Allen Private Bank (CA) acted unfairly when it closed his bank account and failed to send him the closing balance. What happened Mr F says he held a banking relationship with CA for around 40 years and in 2022... (4 pages)View decision -
Decision Reference DRN-4959924
12 Aug 2024 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-4959924 The complaint Mrs M has complained that Red Sands Insurance Company (Europe) Limited has only offered to partially settle a claim she made on a travel insurance policy. What happened Mrs M was on holiday abroad in May 2023 when she became unwell. On 28 May 2023 the hotel ar... (3 pages)View decision -
Decision Reference DRN-4947154
12 Aug 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4947154 The complaint Mrs N complains that Santander UK Plc (Santander) won’t refund money she lost in an investment scam. What happened What Mrs N says: Mrs N says she had no investment experience and was introduced to the idea of crypto currency trading by a friend who recommended... (5 pages)View decision -
Decision Reference DRN-4908124
12 Aug 2024 MotoNovo Finance Limited Not upheldConsumer CreditDRN-4908124 The complaint Mr T complains about the quality of a van he has been financing through an agreement with MotoNovo Finance Limited (MotoNovo). He also says the mileage has been misrepresented to him. What happened In March 2022 Mr T took receipt of a used van. He financed the ... (3 pages)View decision -
Decision Reference DRN-4879574
12 Aug 2024 Madison CF UK Limited Not upheldConsumer CreditDRN-4879574 The complaint Mr R complains that Madison CF UK Limited trading as 118118 Money irresponsibly lent to him. What happened Mr R was approved for a 118 118 Money personal loan in January 2022 for £2,000 over 24 months. He was approved for another personal loan of £3,426.87 over... (3 pages)View decision -
Decision Reference DRN-4848274
12 Aug 2024 Zopa Bank Limited Not upheldConsumer CreditDRN-4848274 The complaint Mrs C complains that Zopa Bank Limited (“Zopa”) is unfairly holding her liable for a loan she was tricked into obtaining as part of an investment scam that she fell victim to. What happened The details of this complaint are well known to both parties, so I won... (3 pages)View decision -
Decision Reference DRN-4888644
12 Aug 2024 Zopa Bank Limited UpheldBanking and PaymentsDRN-4888644 The complaint Mr D complains Zopa Bank Limited trading as Zopa (Zopa) provided him with poor customer service when its app failed, meaning he was unable to transfer funds into a new Individual Savings Account (ISA). What happened Mr D says he opened an app-based savings acco... (3 pages)View decision -
Decision Reference DRN-4626028
12 Aug 2024 UIA (Insurance) Limited Not upheldInsuranceDRN-4626028 The complaint Mrs J complains about the way UIA (Insurance) Limited has handled a claim under her home insurance policy. What happened The detailed background to this complaint is well known to both parties, so I’ll only summarise the key events here. In October 2022, Mrs ... (2 pages)View decision -
Decision Reference DRN-4793102
12 Aug 2024 National Savings and Investments Not upheldBanking and PaymentsDRN-4793102 The complaint The estate of Ms D (the estate) complains that National Savings and Investments (NS&I) have provided poor customer service and they have obstructed them in getting information. What happened After Ms D passed away, her family discovered some old premium bon... (2 pages)View decision
