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 360982 results
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Decision Reference DRN-5283817
17 Feb 2025 Nationwide Building Society UpheldMortgagesDRN-5283817 The complaint Miss R and Mr T’s complaint is about a delay caused by Nationwide Building Society in releasing their mortgage funds, which meant their purchase was delayed by several days and made them temporarily homeless. They don’t think that when compensating them, Nation... (3 pages)View decision -
Decision Reference DRN-5263903
17 Feb 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5263903 The complaint Mr G is unhappy with how BUPA Insurance Limited (BUPA) handled his private medical insurance claim. Mr G is being represented by Mrs G on this complaint. But for ease, I’ll refer to Mr G throughout this complaint. What happened In January 2020, Mr G took out a ... (2 pages)View decision -
Decision Reference DRN-5271993
17 Feb 2025 Vitality Health Limited Not upheldInsuranceDRN-5271993 The complaint Mr S1 and Mr S2 complain that they didn’t receive sufficient communications from Vitality Health Limited (‘Vitality’) about the payment of an excess under a private medical insurance policy. What happened Mr S1 and Mr S2 were insured under a group private medic... (2 pages)View decision -
Decision Reference DRN-5335025
17 Feb 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5335025 The complaint Mr I complains about the amount Red Sands Insurance Company (Europe) Limited pad to settle a claim he made on his motor warranty. Reference to Red Sands includes its agents. What happened Mr I holds a motor warranty with Red Sands. When his vehicle broke down, ... (2 pages)View decision -
Decision Reference DRN-5335466
17 Feb 2025 Blue Motor Finance Ltd UpheldConsumer CreditDRN-5335466 The complaint Miss G is complaining about the quality of a vehicle supplied to her by Blue Motor Finance Ltd (BMF). What happened In August 2023, Miss G acquired a vehicle via a hire purchase agreement with BMF. She paid a cash deposit of £100 and borrowed £9,030 – the cash ... (5 pages)View decision -
Decision Reference DRN-5305366
17 Feb 2025 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-5305366 The complaint Mr A complains Sainsbury’s Bank Plc registered a fraud marker at Cifas, the national fraud database and closed his account. He doesn’t think it’s done so fairly. What happened I issued my provisional decision on this complaint, setting out what I intended to de... (3 pages)View decision -
Decision Reference DRN-5283794
17 Feb 2025 Santander UK Plc UpheldMortgagesDRN-5283794 The complaint Mr J and Ms L have complained about poor service from Santander UK Plc during their application to port (transfer) their mortgage interest rate product onto a new mortgage on a new property. They say there were delays by Santander which almost caused them to l... (5 pages)View decision -
Decision Reference DRN-4929303
17 Feb 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4929303 The complaint Mr and Mrs R complain that HSBC UK Bank Plc trading as first direct won’t refund money they lost to a cryptocurrency investment scam. They are being represented by solicitors in this complaint. As the payments were made by Mr R from his first direct account h... (2 pages)View decision -
Decision Reference DRN-5335538
17 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5335538 The complaint Mrs O complains that Monzo Bank Ltd (Monzo) won’t refund money she lost in an investment scam. What happened What Mrs O says: Mrs O was going through a divorce and wanted to find ways to make additional money to help with its costs. She had heard that investing... (4 pages)View decision -
Decision Reference DRN-5083694
17 Feb 2025 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-5083694 The complaint Mr L has complained, with the help of a professional third party, about the transfer of a personal pension he held with Scottish Equitable Plc, trading as Aegon (‘Aegon’) to a small self-administered scheme (“SSAS”) in November 2015. Mr L’s SSAS was subsequentl... (12 pages)View decision
