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 342370 results
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Decision Reference DRN-4701023
2 Jul 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4701023 The complaint Miss L complains that Revolut Ltd won’t refund money she lost when she fell victim to a safe account scam. Miss L is being represented by a claims management company in this complaint. What happened The detailed background to this complaint is well known to both p... (3 pages)View decision -
Decision Reference DRN-4885470
2 Jul 2024 John Lewis Financial Services Limited Not upheldBanking and PaymentsDRN-4885470 The complaint Mr B complains that John Lewis Financial Services Limited has treated him unfairly in relation to a car purchase. What happened In January 2018 Mr B used his John Lewis Financial Services Limited credit card (JLFSL for short) to pay a deposit on ... (3 pages)View decision -
Decision Reference DRN-4869920
2 Jul 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4869920 The complaint Ms T complains that Santander UK Plc (Santander) didn’t pay interest on a ‘123’ account. What happened Ms T had a joint ‘123’ account with her mother. It met the criteria for receiving credit interest and cashback – as it was credited with £500 per month and had t... (2 pages)View decision -
Decision Reference DRN-4808775
2 Jul 2024 The Mortgage Works (UK) Plc Not upheldMortgagesDRN-4808775 The complaint Mr M complains that The Mortgage Works (UK) Plc (TMW) froze his buy to let mortgage accounts when it learned about his financial status, causing him to pay additional interest, and to pay additional costs to resolve the situation. What happened Mr M owns several b... (3 pages)View decision -
Decision Reference DRN-4625800
2 Jul 2024 Fluent Mortgages Limited Not upheldMortgagesDRN-4625800 The complaint Miss A’s complaint arises out of mortgage advice given to her by Fluent Mortgages Limited trading as Fluent Money (and referred to as Fluent in this decision). Miss A says: Calls and emails were unanswered or not responded to within the agreed timescales. When s... (5 pages)View decision -
Decision Reference DRN-4856644
2 Jul 2024 Mulsanne Insurance Company Limited Not upheldInsuranceDRN-4856644 The complaint Mr N complains about how Mulsanne Insurance Company Limited (Mulsanne) dealt with a claim on his motor insurance. References to Mulsanne include other organisations and individuals acting on its behalf. What happened Mr N had motor insurance with Mulsanne. His car... (5 pages)View decision -
Decision Reference DRN-4746243
2 Jul 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4746243 The complaint Mr M complains that National Westminster Bank UK Plc unreasonably closed his accounts. He would like to be compensated for the inconvenience. What happened The background to this complaint is well known to both parties, so I will cover it only briefly here. Mr M h... (3 pages)View decision -
Decision Reference DRN-4696479
2 Jul 2024 Santander UK Plc Not upheldConsumer CreditDRN-4696479 The complaint Mr H complains that Santander UK Plc overcharged him when he paid off his personal loan early. What happened Mr H took out a personal loan with Santander for £25,000 starting in January 2021. The loan was for 60 months, with fixed monthly payments of £448.77. Mr H... (4 pages)View decision -
Decision Reference DRN-4736344
2 Jul 2024 Startline Motor Finance Limited UpheldConsumer CreditDRN-4736344 The complaint Ms R is unhappy that a car supplied to her by Startline Motor Finance Limited was not of satisfactory quality. She complains about the way in which Startline dealt with her concerns. What happened In October 2022 Ms R acquired a used car through a hire-purchase ag... (4 pages)View decision -
Decision Reference DRN-4883783
2 Jul 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4883783 The complaint Mr and Mrs Y complain that AXA Insurance UK Plc (AXA) refused to fully repair all the damage caused to a road following a water leak, provided poor service, and wouldn’t rectify issues with their turf and patio under their home Insurance policy. Reference to AXA i... (4 pages)View decision