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 370904 results
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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 -
Decision Reference DRN-4620514
12 Aug 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4620514 The complaint Mr G holds a power of attorney (POA) for his mother, Mrs G. He says that he was unable to withdraw funds on her behalf at a branch of Nationwide Building Society. He says that as a result Mrs G was inconvenienced. What happened The background to the complaint ... (2 pages)View decision -
Decision Reference DRN-4955131
12 Aug 2024 AWP P&C S.A. UpheldInsuranceDRN-4955131 The complaint Mr G has complained that AWP P&C S.A. declined a claim he made on a travel insurance policy. What happened Mr G was due to fly abroad on 1 December 2023. For reasons that I won’t go into, he didn’t end up taking the flight that day. He bought a new ticket ... (2 pages)View decision -
Decision Reference DRN-4949440
12 Aug 2024 Computershare Investor Services Plc UpheldInvestmentsDRN-4949440 The complaint Ms J complains that Computershare Investor Services Plc misinformed her about action she needed to take regarding a Share Incentive Plan (“SIP”) in which she had participated. What happened Ms J participated in the SIP though her employment with a company I’ll ... (5 pages)View decision
