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 371633 results
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Decision Reference DRN-4585452
11 Jun 2024 ML Financial Associates Limited UpheldInvestmentsDRN-4585452 The complaint Ms B complains about ML Financial Associates Limited (‘MLFA’). She complains that her investments fell in value in 2022. She wanted to use these investments to repay a mortgage, but MLFA put up barriers to her accessing her funds. It did this by cancelling or movi... (4 pages)View decision -
Decision Reference DRN-4844482
11 Jun 2024 Santander UK Plc UpheldConsumer CreditDRN-4844482 The complaint Mrs H complains that Santander UK Plc reported incorrect information to the Credit Reference Agencies (CRA’s) which affected her mortgage. What happened Mrs H says that she spoke to Santander in June 2023 about the possibility of a repayment holiday on her persona... (6 pages)View decision -
Decision Reference DRN-4841398
11 Jun 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4841398 The complaint Miss A complains that Santander UK Plc (Santander) won’t refund the money she lost to an investment scam. What happened I issued my provisional decision on this complaint on 17 May 2024. I wanted to give both sides a chance to provide any further evidence and argu... (4 pages)View decision -
Decision Reference DRN-4824642
11 Jun 2024 The Mortgage Works (UK) Plc UpheldMortgagesDRN-4824642 The complaint Ms K is unhappy that The Mortgage Works (UK) Plc (“TMW”) didn’t clearly inform her that accepting a nil-payment concession on her mortgage would adversely impact her credit file. What happened Ms K called TMW on 28 June 2023 and asked for a payment holiday on her ... (4 pages)View decision -
Decision Reference DRN-4737282
11 Jun 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-4737282 The complaint Ms K complains that Liverpool Victoria Insurance Company Limited (“LV”) unfairly declined her motor insurance claim and accused her of fraud. What happened In March 2023, Ms K made a claim under her motor insurance policy with LV after her car was stolen. LV asked... (4 pages)View decision -
Decision Reference DRN-4845175
11 Jun 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4845175 The complaint Mr V complains that HSBC UK Bank Plc (‘HSBC’) won’t refund money he says was lost as the result of a scam. What happened In November 2023, Mr V made two payments from his HSBC account to a party I’ll refer to as R. Mr V says he knew R for a number of years as they... (3 pages)View decision -
Decision Reference DRN-4630030
11 Jun 2024 Advantage Finance Ltd Not upheldConsumer CreditDRN-4630030 The complaint Mr P complains about the quality of a car he acquired through a hire purchase agreement financed by Advantage Finance Limited (Advantage). What happened In March 2023 Mr P acquired a used car through a hire purchase agreement financed by Advantage. In August 2023 ... (3 pages)View decision -
Decision Reference DRN-4823750
11 Jun 2024 Hub Financial Solutions Limited Not upheldMortgagesDRN-4823750 The complaint Mr B complains that HUB Financial Solutions Limited mis-sold him a lifetime mortgage. He says HUB didn’t discuss alternatives with him, and it didn’t properly assess his circumstances or explain the mortgage terms. He says he has ended up with an unsuitable mortga... (3 pages)View decision -
Decision Reference DRN-4587129
11 Jun 2024 Fairmead Insurance Limited Not upheldInsuranceDRN-4587129 The complaint Mrs M complains about the way Fairmead Insurance Limited (“Fairmead”) has handled a subsidence claim made on her home insurance policy. Mrs M is being represented on this complaint, so any reference to her includes the actions and comments of her representative. A... (6 pages)View decision -
Decision Reference DRN-4481341
11 Jun 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4481341 The complaint A company which I’ll call ‘M’ complains that Barclays Bank UK Plc behaved unreasonably when completing its banking checks. The complaint is brought on M’s behalf by one of its directors, Mr M. What happened M held a business account with Barclays. M told us: Barc... (3 pages)View decision
