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 367928 results
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Decision Reference DRN-4643317
10 May 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4643317 The complaint Miss H complains that Santander UK Plc (Santander) is refusing to refund her the amount she lost as the result of a scam. Miss H is being represented by a third party. To keep things simple, I will refer to Miss H throughout my decision. What happened The backgrou... (3 pages)View decision -
Decision Reference DRN-4685622
10 May 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4685622 The complaint Mrs C and Mr C complain that Santander UK Plc is refusing to refund them the amount they lost as the result of a scam. Mrs and Mr C are being represented by a third party. To keep things simple, I will refer to Mrs and Mr C throughout my decision. What happened Th... (5 pages)View decision -
Decision Reference DRN-4475026
10 May 2024 Elderbridge Limited Not upheldMortgagesDRN-4475026 The complaint Mr C complains that Elderbridge Limited are pursuing him for the repayment of a second charge secured loan that he says was taken out without his knowledge. What happened In 2004, a loan was taken out in the names of Mr C and his ex-partner that was secured on the... (3 pages)View decision -
Decision Reference DRN-4689870
10 May 2024 Mortgage Advice Bureau Limited UpheldMortgagesDRN-4689870 The complaint Miss W’s complaint is about delays she encountered during a re-mortgage application, made on the advice of an appointed representative of Mortgage Advice Bureau Limited (MAB). Miss W believes the delays meant she ended up having to apply to her existing lender for... (3 pages)View decision -
Decision Reference DRN-4788605
10 May 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4788605 The complaint Mr S complains that Clydesdale Bank Plc trading as Virgin Money provided him with poor customer service and significant delays regarding the transfer of his Individual Savings Account (ISA). What happened Mr S says that he applied to open a current account with Vi... (4 pages)View decision -
Decision Reference DRN-4586581
10 May 2024 AMG Financial Management Limited Not upheldMortgagesDRN-4586581 The complaint Mr and Mrs G’s complaint is about unsuitable advice and poor service they received from AMG Financial Management Limited. Mr G, who has dealt with the complaint throughout, says that his broker at AMG led him and Mrs G to believe they’d been approved for a mortgag... (4 pages)View decision -
Decision Reference DRN-4685237
10 May 2024 Liberty Mutual Insurance Europe SE Not upheldInsuranceDRN-4685237 The complaint L, a limited company, complains about the way Liberty Mutual Insurance Europe SE dealt with a claim on its covenant indemnity insurance policy and about the amount paid in settlement of the claim. What happened L bought a leasehold property and took out an insuran... (4 pages)View decision -
Decision Reference DRN-4790434
10 May 2024 Chetwood Financial Limited Not upheldConsumer CreditDRN-4790434 The complaint Mr S is complaining about Chetwood Financial Limited trading as Live Lend because he says it lent irresponsibly by giving him a loan he couldn’t afford. What happened In 2022, Mr S arranged a loan with Live Lend for £10,000 over a term of 3 years. The interest rat... (3 pages)View decision -
Decision Reference DRN-4552462
10 May 2024 Specialist Motor Finance Limited UpheldConsumer CreditDRN-4552462 The complaint Mr P complains that a car supplied to him under a hire purchase agreement by Specialist Motor Finance Limited (“SMF”) was of an unsatisfactory quality. What happened In November 2022 Mr P was supplied with a used car through a hire purchase agreement with SMF. The... (4 pages)View decision -
Decision Reference DRN-4617010
10 May 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4617010 The complaint Miss M is unhappy that Lloyds Bank PLC will not refund transactions on her account which she says she did not make or authorise. What happened Miss M was studying here in the UK between 2019 and 2020 but flew home when the covid pandemic hit and she didn’t come ba... (4 pages)View decision
