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-4713951
15 Apr 2024 Startline Motor Finance Limited Not upheldConsumer CreditDRN-4713951 Complaint Mr H complains that Startline Motor Finance Limited (“SMF”) unfairly entered into a hire- purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable given his circumstances at the time. Background In April 2021, SMF provided M... (3 pages)View decision -
Decision Reference DRN-4165020
14 Apr 2024 Bournebridge Financial Services Limited Not upheldPensions and AnnuitiesDRN-4165020 The complaint Mr B complains about the service he received from Bournebridge Financial Services Limited (“BFS”) when transferring the proceeds of his defined benefit (DB) Occupational Pension Scheme (“OPS”) pension to a Personal Pension Plan (“PPP”). He says BFS’ actions caused... (7 pages)View decision -
Decision Reference DRN-4723656
13 Apr 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4723656 The complaint Mrs and Mr S complain about how Liverpool Victoria Insurance Company Limited handled and settled a claim they made under their home insurance policy for damage caused by an escape of water. What happened Mrs and Mr S held a home insurance policy with Liverpool Vic... (6 pages)View decision -
Decision Reference DRN-4602868
13 Apr 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4602868 The complaint Ms B complains that after she contacted it about an incident, AXA Insurance UK Plc created a record of it that caused her motor insurance premium to rise substantially. What happened In May 2022, Ms B called AXA about an incident in which her car was slightly dama... (2 pages)View decision -
Decision Reference DRN-4731274
13 Apr 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4731274 The complaint Mr C and Ms W complain about how Santander UK Plc dealt with a new account application. What happened Ms W says she tried to open a new Santander joint account. She says she is an existing Santander customer but was required to provide documents to open the accoun... (2 pages)View decision -
Decision Reference DRN-4738359
13 Apr 2024 Loans 2 Go Limited Not upheldConsumer CreditDRN-4738359 The complaint Miss K says Loans 2 Go Limited irresponsibly lent to her. What happened Miss K took out an 18-month instalment loan for £1,000 from Loans 2 Go on 4 January 2023. The monthly repayments were £205.56 and the total repayable was £3,700.08. Miss K says Loans 2 Go shou... (3 pages)View decision -
Decision Reference DRN-4673879
13 Apr 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4673879 The complaint Miss D complains that Santander UK Plc removed her overdraft facility without notice. What happened Miss D says Santander removed her overdraft facility in around October 2023 but didn’t tell her. She says Santander made a mistake with her mortgage direct debit wh... (2 pages)View decision -
Decision Reference DRN-4706492
13 Apr 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4706492 The complaint Mr E holds a current account with Santander UK Plc. During 2022, some fraudsters contacted him and persuaded him to invest in cryptocurrency. But the investment scheme was fraudulent, and the fraudsters stole all (*) the money Mr E invested. Mr E funded the fraudu... (5 pages)View decision -
Decision Reference DRN-4682221
12 Apr 2024 Financial Administration Services Limited Not upheldInvestmentsDRN-4682221 The complaint Mr C complains about the administration undertaken by Financial Administration Services Limited (trading as Fidelity International, hereafter referred to as ‘Fidelity’) in respect of his investment ISA. He says Fidelity has failed to provide him with appropriate i... (5 pages)View decision -
Decision Reference DRN-4607140
12 Apr 2024 MBNA Limited Not upheldBanking and PaymentsDRN-4607140 The complaint Mr P complains that MBNA Limited closed his account and registered a default. He wants the default removed. What happened Mr P held a credit card account with MBNA. In 2020 he experienced financial difficulties and entered into a debt management plan with StepChan... (3 pages)View decision
