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 370904 results
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Decision Reference DRN-5499361
20 May 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5499361 The complaint Mr W complains that MBNA Limited trading as MBNA have irresponsibly lent to him, What happened Mr W was approved for an MBNA credit card on 10 November 2004. Due to the time that’s passed, it’s not clear what his opening credit limit was. MBNA’s notes go back t... (2 pages)View decision -
Decision Reference DRN-5303122
20 May 2025 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-5303122 The complaint Mrs N has complained about the actions of St James’s Place Wealth Management Plc (‘SJP’) when she tried to withdraw tax-free cash from her pension. She says SJP caused unreasonable delays. What happened On 10 April 2024, Mrs N called SJP’s administration team t... (4 pages)View decision -
Decision Reference DRN-5243995
20 May 2025 RCI Financial Services Limited UpheldConsumer CreditDRN-5243995 The complaint Mr M complains about the quality of a new car he acquired through a hire purchase agreement with RCI Financial Services Limited trading as Mobilize Financial Services (‘Mobilize’). Mr M says that after the first few months he noticed the car had a lot of faults... (5 pages)View decision -
Decision Reference DRN-5372368
20 May 2025 Santander UK Plc UpheldMortgagesDRN-5372368 The complaint Mr and Mrs C complain that Santander UK Plc unfairly declined their application to port or transfer their mortgage to a new property, despite initially being told porting was possible. As a result, they will have to incur an early repayment charge (ERC). What h... (3 pages)View decision -
Decision Reference DRN-5404931
20 May 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5404931 The complaint Ms H is unhappy with Domestic & General Insurance Plc (“D&G”) following the replacement of a washing machine under her household warranty. Ms H says the replacement machine doesn’t dry her washing as effectively as she thinks it should. What happened Ms... (2 pages)View decision -
Decision Reference DRN-5350302
20 May 2025 HDI Global Specialty SE Not upheldInsuranceDRN-5350302 The complaint Mr N and Mrs N complain about HDI Global Specialty SE (“HDI”) and their refusal to make further payments to settle the claim made on their home insurance policy. Mr N and Mrs N also complain about HDI’s decision to reserve their right to invoke the fraud condit... (5 pages)View decision -
Decision Reference DRN-5393647
20 May 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5393647 The complaint Mr N complains that Nationwide Building Society placed blocks on his subscription payment s, and he has had to make the payment manually each month. He is concerned about the implications for his other regular payments. What happened Mr N said he has informed ... (3 pages)View decision -
Decision Reference DRN-5468047
20 May 2025 Investec Bank PLC Not upheldBanking and PaymentsDRN-5468047 The complaint Mr T complains that following his request for a full withdrawal of his funds from a savings account with Investec Bank PLC, the bank did not pay him the accrued interest. He said this was due to Investec’s unclear information and unfair withdrawal arrangements.... (3 pages)View decision -
Decision Reference DRN-5568494
20 May 2025 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5568494 The complaint Mr F complains that Watford Insurance Company Europe Limited declined a claim on his motor insurance policy. What happened Mr F made a claim on his policy after his car was stolen. Watford said the claim wasn’t covered because the car had been unsecure, as he h... (2 pages)View decision -
Decision Reference DRN-5210049
20 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5210049 The complaint Mr W complains that Revolut Ltd won’t refund money he lost when he was a victim of a crypto investment scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. In 2022 Mr W was the victim... (4 pages)View decision
