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 366874 results
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Decision Reference DRN-4730155
26 Apr 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4730155 The complaint Mr K complains that Wise Payments Limited closed his account and withheld access to his funds. What happened Mr K had an account with Wise. He said he was using the account to send and receive money to trade cryptocurrency. But Wise received disputes about some of... (2 pages)View decision -
Decision Reference DRN-4721820
26 Apr 2024 Casualty & General Insurance Company (Europe) Ltd Not upheldInsuranceDRN-4721820 The complaint Miss R complains that Casualty & General Insurance Company (Europe) Ltd rejected a claim on her pet insurance policy. What happened Miss R took out pet insurance for her dog, which was underwritten by Casualty & General. The policy started on 30 June 2023.... (2 pages)View decision -
Decision Reference DRN-4474807
26 Apr 2024 Secure Trust Bank Plc Not upheldConsumer CreditDRN-4474807 The complaint Mr M complains about a car he got on finance through Secure Trust Bank Plc trading as V12 Vehicle Finance (‘V12’). What happened The parties are familiar with the background of this complaint – so I will simply summarise it here. Mr M was supplied a car by V12 on ... (3 pages)View decision -
Decision Reference DRN-4668067
26 Apr 2024 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-4668067 The complaint Mr P complains J.P. Morgan Europe Limited, trading as Chase, (“Chase”) refuses to refund him for transactions on his account he says he didn’t make. What happened Mr P says he was abroad when he noticed two unauthorised transactions on his account. The first was o... (3 pages)View decision -
Decision Reference DRN-4466746
26 Apr 2024 Santander UK Plc UpheldMortgagesDRN-4466746 The complaint Miss J’s complaint about Santander UK Plc (Santander) relates to the service she received from Santander when seeking to remove her former partner from their joint mortgage. What happened Miss J and her former partner had a mortgage with Santander, and she wished ... (3 pages)View decision -
Decision Reference DRN-4765561
26 Apr 2024 Aviva Insurance Limited UpheldInsuranceDRN-4765561 The complaint Mr S has complained about the amount he was offered by Aviva Insurance Limited (Aviva) to settle his claim for a faulty shower. I have previously issued a provisional decision in this case and received further information from Aviva which I will refer to below. Wh... (4 pages)View decision -
Decision Reference DRN-4763056
26 Apr 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4763056 The complaint Mr and Mrs M complain that Barclays Bank UK PLC recorded a mortgage default on Mr M’s credit file in January 2020. They’d like it to be removed. What happened Mr and Mrs M had a mortgage with Barclays. They entered individual voluntary arrangements (IVA) in mid-20... (4 pages)View decision -
Decision Reference DRN-4760510
26 Apr 2024 London and Country Mortgages Ltd UpheldMortgagesDRN-4760510 The complaint Mr M complains about poor service and delays when he took mortgage advice from London and Country Mortgages Ltd. He says he missed out on a lower interest rate product as a result. What happened Mr M’s interest rate product was due to expire on 30 September 2023. ... (3 pages)View decision -
Decision Reference DRN-4548504
26 Apr 2024 Tailored Retirement & Investment Planning Limited UpheldInvestmentsDRN-4548504 The complaint Mr W says it was unfair that Tailored Retirement & Investment Planning Limited trading as TRIP (TRIP) insisted that his wife moved her ISA investment to its control and when they didn’t agree to this TRIP said it could no longer act as their adviser. He says t... (10 pages)View decision -
Decision Reference DRN-4690794
26 Apr 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4690794 The complaint Mr M via a representative complains that Nationwide Building Society (“Nationwide”) won’t refund the money he lost to two fake job scams. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief,... (4 pages)View decision
