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 354447 results
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Decision Reference DRN-5186507
16 Dec 2024 Hampshire Trust Bank Plc Not upheldMortgagesDRN-5186507 The complaint Mr H has complained about an application he made for a buy to let (“BTL”) mortgage with Hampshire Trust Bank Plc (“HTB”). What happened On 16 January 2024 a broker acting on behalf of Mr H submitted an application to HTB. The application was to borrow around £6... (3 pages)View decision -
Decision Reference DRN-5214761
16 Dec 2024 Kensington Mortgage Company Limited Not upheldMortgagesDRN-5214761 The complaint Mr B has complained about his mortgage he holds with Kensington Mortgage Company Limited. His complaint encompasses various complaint points, but at its heart it relates to two missed payments from December 2015 and January 2016 and what has happened since then... (4 pages)View decision -
Decision Reference DRN-4703673
16 Dec 2024 Sky UK Limited UpheldConsumer CreditDRN-4703673 The complaint Mr B complains about the repayment of a fixed sum loan agreement he has with Sky UK Limited. What happened In October 2023, Mr B took out a fixed sum loan agreement with Sky to pay for a brand new mobile telephone device. After the application was completed, Sk... (5 pages)View decision -
Decision Reference DRN-5105477
16 Dec 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-5105477 The complaint Mr W complains that Tesco Personal Finance PLC (‘Tesco’) won’t refund the money he lost to a scam. What happened Mr W has a credit card account with Tesco. His wife is an additional card holder. In the early days of a new job, Mrs W received an email request w... (3 pages)View decision -
Decision Reference DRN-5195830
16 Dec 2024 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-5195830 The complaint Mr K has complained, with the help of a professional third party, about the transfer of his Zurich Assurance Ltd (‘Zurich’) personal pension to a small self-administered scheme (“SSAS”) in 2014. Mr K’s SSAS was subsequently used to invest in an overseas propert... (15 pages)View decision -
Decision Reference DRN-4963689
16 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4963689 The complaint Ms B has complained Monzo Bank Ltd did nothing to intervene and stop payments she made which turned out to be part of a cryptocurrency investment scam. What happened In 2023 Ms B approached a crypto investment company after seeing an advert on social media. Som... (3 pages)View decision -
Decision Reference DRN-4907024
16 Dec 2024 Harvey & Thompson Limited Not upheldConsumer CreditDRN-4907024 The complaint Miss W complains that Harvey & Thompson Limited (H&T) were unreasonable not to allow her additional time to renew a pledge on a bracelet, that an item was auctioned when she’d paid a deposit for it not to be, and that they damaged a ring she’d left with... (2 pages)View decision -
Decision Reference DRN-5179073
16 Dec 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-5179073 The complaint Mr R on behalf of his business T complains that its Starling Bank Limited (“Starling”) debit card is routinely declined during contactless transactions particularly at petrol stations causing him and T reputational harm. What happened Mr R contacted Starling on... (3 pages)View decision -
Decision Reference DRN-5120297
16 Dec 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5120297 The complaint Mr S complains about the way Admiral Insurance (Gibraltar) Limited handled a claim under his motor insurance policy. What happened The following is intended as a brief summary of events only. Mr S was involved in a non-fault car accident in October 2023 when h... (5 pages)View decision -
Decision Reference DRN-4822056
16 Dec 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-4822056 The complaint Mr W complains that Tesco Personal Finance PLC (“TPF”) treated him unfairly when it defaulted his credit card account. What happened Mr W has a credit card account with TPF. Mr W said TPF accepted a payment plan of £1 per month as he was in financial difficulty... (2 pages)View decision
