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 362716 results
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Decision Reference DRN-4438374
10 Apr 2024 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-4438374 The complaint Mr B complains that BMW Financial Services (GB) Limited reneged on an agreement not to default his account. What happened Mr B had a regulated hire purchase agreement with BMW which was in arrears. That agreement pertained to a new car. Later on, Mr B had a court ... (2 pages)View decision -
Decision Reference DRN-4693507
10 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4693507 Complaint Mr O is unhappy that Monzo Bank Ltd didn’t reimburse him after he fell victim to a scam. Background In August 2023, Mr O fell victim to a scam. He was looking for jobs with employers that would sponsor his visa application. A friend put him in contact with a company t... (3 pages)View decision -
Decision Reference DRN-4731329
10 Apr 2024 Santander UK Plc UpheldMortgagesDRN-4731329 The complaint Ms S and Mr W complained that Santander UK Plc decided not to offer them a mortgage on a property they wanted to buy, after it saw the valuation report. But it didn’t tell them this right away. Ms S and Mr W said this delay increased their costs. What happened Ms ... (3 pages)View decision -
Decision Reference DRN-4714381
10 Apr 2024 ITI Capital Limited UpheldInvestmentsDRN-4714381 The complaint Mr T complains that ITI Capital Limited delayed the transfer of his share dealing account to another broker when it closed its UK retail business. What happened In 2022 ITI decided to stop providing a service in respect of UK retail clients and emailed Mr T on 22 ... (5 pages)View decision -
Decision Reference DRN-4692673
10 Apr 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4692673 The complaint Mr S and Mrs S have complained about how Royal & Sun Alliance Insurance Limited (RSA) dealt with a claim under a home emergency policy. As Mr S dealt with the claim and complaint, I will normally only refer to him. References to RSA include companies acting on... (2 pages)View decision -
Decision Reference DRN-4658576
10 Apr 2024 Santander UK Plc UpheldMortgagesDRN-4658576 The complaint This complaint is about Mr H and Ms P’s buy-to-let (BTL) mortgage held with Santander UK Plc. The mortgage was on a fixed-rate product which ended on 2 May 2023. Mr H, who has dealt with the complaint throughout, says that Santander sent correspondence to an incor... (4 pages)View decision -
Decision Reference DRN-4522598
10 Apr 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4522598 The complaint Mr R says Santander UK PLC (Santander) refuses to refund him for a transaction on his account he says he didn’t make. What happened The facts of the case are well known to both parties, so I won’t go into detail here. In summary, Mr R says he wasn’t responsible fo... (2 pages)View decision -
Decision Reference DRN-4707370
10 Apr 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4707370 Complaint Mrs L is unhappy that Nationwide Building Society didn’t reimburse her after she fell victim to an investment scam. She has a complaint against a different business regarding losses connected to the same scam. This decision only deals with the losses from her Nationwi... (3 pages)View decision -
Decision Reference DRN-4692459
10 Apr 2024 esure Insurance Limited Not upheldInsuranceDRN-4692459 The complaint Mr L and Miss S have complained about the length of time it took esure Insurance Limited to pay their claim under their motor policy after their car had been stolen. They’ve also complained that this delay caused unnecessary further losses and upset and inconvenie... (3 pages)View decision -
Decision Reference DRN-4732728
10 Apr 2024 Blue Motor Finance Ltd UpheldConsumer CreditDRN-4732728 The complaint Miss C is complaining about Blue Motor Finance Ltd (BMF). She says they shouldn’t have lent to her as the loan was unaffordable. What happened In February 2019, Miss C took out a hire purchase agreement with BMF to finance the purchase of a car. She paid a deposit... (4 pages)View decision
