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 369228 results
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Decision Reference DRN-5352433
6 Mar 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5352433 The complaint Mrs M complains about the service she received from Clydesdale Bank Plc trading as Virgin Money (“Virgin”) when trying transfer her ISA with another provider to it. Mrs M says Virgin repeatedly failed to complete the transfer request correctly which resulted in... (3 pages)View decision -
Decision Reference DRN-5321476
6 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5321476 The complaint Mr N complains about the service he received from Santander UK Plc when he called to unblock his credit card. What happened On 9 April 2024 Mr N called Santander because his credit card had been blocked and he needed it to be unblocked. Mr N heard a recorded me... (3 pages)View decision -
Decision Reference DRN-5340205
6 Mar 2025 Santander UK Plc UpheldConsumer CreditDRN-5340205 The complaint Mr G complains that Santander UK Plc (Santander) didn’t explain how interest would be charged on a loan he took out with them. He says that the interest rate was too high and that he didn’t receive a copy of the agreement until after the cooling off period had ... (2 pages)View decision -
Decision Reference DRN-5248615
6 Mar 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5248615 The complaint Mr Y is unhappy that Starling Bank Limited will not refund £1,607.52 he lost as the result of a scam. What happened As both parties are familiar with the details of the scam I will not repeat them in full here. In summary, Mr Y fell victim to an impersonation s... (3 pages)View decision -
Decision Reference DRN-5102955
6 Mar 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5102955 The complaint Mrs A complains that Motability Operations Limited (MOL) will not allow her to purchase the car that is the subject of a hire agreement with them. When I refer to what Mrs A and MOL have said, it should also be taken to include things said on their behalf. Wh... (3 pages)View decision -
Decision Reference DRN-4944903
6 Mar 2025 ITI Capital Limited Not upheldInvestmentsDRN-4944903 The complaint Mr A complains about ITI Capital Limited (ITI Capital). He said he has been unable to access or decide what to do with shares in a company that it holds for him. Mr A said ITI Capital should give him his shares back or pay compensation equivalent to their worth... (3 pages)View decision -
Decision Reference DRN-5089456
6 Mar 2025 Great Lakes Insurance UK Limited UpheldInsuranceDRN-5089456 The complaint Mrs R is unhappy with the assistance she received from Great Lakes Insurance UK Limited under her travel insurance policy (the policy) after she was injured abroad. All reference to Great Lakes includes its agents, such as the medical assistance team. And alth... (4 pages)View decision -
Decision Reference DRN-5298293
6 Mar 2025 Plend Limited Not upheldConsumer CreditDRN-5298293 The complaint Mr S complains that Plend Limited (Plend) acted irresponsibly in agreeing to a loan he said he couldn’t afford. What happened In August 2022 Mr S entered into a Fixed Sum Loan agreement with Plend for £10,000. He said the loan was for debt consolidation to clea... (3 pages)View decision -
Decision Reference DRN-5307182
6 Mar 2025 U K Insurance Limited Not upheldInsuranceDRN-5307182 The complaint Mr A complained that U K Insurance Limited (UKI) declined a claim on his buildings insurance policy. What happened Mr A has a buildings insurance policy with UKI. Mr A has said he first took out a policy with UKI in 2021 and has renewed with them each year sinc... (3 pages)View decision -
Decision Reference DRN-5275392
6 Mar 2025 The Mortgage Works (UK) Plc Not upheldMortgagesDRN-5275392 The complaint Mr T and Mrs W complain that a Buy To Let (“BTL”) mortgage they took out with The Mortgage Works (UK) plc (“TMW”) was supposed to have an initial fixed interest rate period of five years, but they now know the preferential interest rate is ending some months ea... (2 pages)View decision
