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-4311463
27 Mar 2024 Skrill Limited Not upheldBanking and PaymentsDRN-4311463 The complaint Mr A complains that Skrill Limited unreasonably closed his account and will not allow him to withdraw the remaining funds. He’d like the account reopened. What happened Mr A had an account with Skrill denominated in USD. But in June 2021 he discovered that his acc... (2 pages)View decision -
Decision Reference DRN-4652718
27 Mar 2024 First Response Finance Ltd Not upheldConsumer CreditDRN-4652718 The complaint Miss L complains that First Response Finance Ltd (FRF) unfairly agreed to a hire purchase agreement that she couldn’t afford to repay. What happened In October 2019 Miss L acquired a car by entering into a hire purchase agreement with FRF. The cash price of the ca... (3 pages)View decision -
Decision Reference DRN-4692283
27 Mar 2024 Liverpool Victoria Financial Services Limited Not upheldInsuranceDRN-4692283 The complaint Mr H has complained that Liverpool Victoria Financial Services Limited (‘LV’) unfairly applied an exclusion and declined his claim. What happened Mr H has an income protection insurance policy, underwritten by LV. He bought this in 2021 and LV added a mental healt... (3 pages)View decision -
Decision Reference DRN-4571580
27 Mar 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4571580 The complaint Mr B is unhappy that Santander UK Plc placed a block on his bank account without notifying him and that they took too long to remove the blocks. What happened In December 2022, Mr B received a credit of £400 into his account. The sender of this payment raised a di... (3 pages)View decision -
Decision Reference DRN-4710189
27 Mar 2024 Quilter Mortgage Planning Limited UpheldMortgagesDRN-4710189 The complaint Miss B complains about the service she received from Nicholas Truss, trading as MDS Financial Group – a mortgage broker and appointed representative of Quilter Mortgage Planning Limited. Miss B says the broker’s poor handling of her request for a new interest rate... (5 pages)View decision -
Decision Reference DRN-4462557
27 Mar 2024 Yorkshire Building Society Not upheldMortgagesDRN-4462557 The complaint Mr M brings this complaint on behalf of his limited company, I. He complains that Yorkshire Building Society (YBS) made mistakes with the interest and monthly payments on the company’s commercial mortgage, and that it failed to respond promptly to this complaint. ... (2 pages)View decision -
Decision Reference DRN-4462546
27 Mar 2024 Yorkshire Building Society Not upheldBanking and PaymentsDRN-4462546 The complaint Mr M brings this complaint on behalf of his limited company, I. He complains that Yorkshire Building Society (YBS) made mistakes with the interest and monthly payments on the company’s commercial mortgage, and that it failed to respond promptly to this complaint. ... (2 pages)View decision -
Decision Reference DRN-4706713
27 Mar 2024 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-4706713 The complaint Mrs F complains that Aviva Life & Pensions UK Limited cancelled her life and critical illness policy, following her request for a payment holiday. What happened The details of this complaint are well known to both parties, so I’ll give just a brief summary her... (3 pages)View decision -
Decision Reference DRN-4592689
27 Mar 2024 Cumberland Building Society Not upheldBanking and PaymentsDRN-4592689 The complaint Mr S is unhappy with the service he received from Cumberland Building Society (“CBS”) surrounding the return of funds to his account. What happened To briefly summarise: On 22 July 2023, Mr S issued a cheque from his CBS account to a third-party financial institut... (2 pages)View decision -
Decision Reference DRN-4508668
27 Mar 2024 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-4508668 The complaint Mrs T complains about the quality of a car she has been financing through an agreement with Toyota Financial Services (UK) PLC (who I’ll call TFS). What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Inste... (3 pages)View decision
