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 367300 results
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Decision Reference DRN-5296003
30 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5296003 The complaint Miss J complains that Lloyds Bank PLC unreasonably closed her bank account, and registered a marker against her with the fraud prevention agency Cifas. She’d like this marker to be removed. What happened Miss J held a personal account with Lloyds. But in Octob... (4 pages)View decision -
Decision Reference DRN-5281928
30 Jan 2025 Specialist Lending Limited Not upheldConsumer CreditDRN-5281928 The complaint Mr G is unhappy that Specialist Lending Limited trading as “Duologi” declined a claim made under s.75 of the Consumer Credit Act 1974, in respect of spray foam insulation that was applied to his property. What happened In February 2021, Mr G agreed to purchase... (7 pages)View decision -
Decision Reference DRN-5236821
30 Jan 2025 Ikano Bank AB (publ) Not upheldConsumer CreditDRN-5236821 The complaint Mrs M complains about the outcome of a claim she made to Ikano Bank AB (publ) (“Ikano”) about spray foam insulation that was applied to her property. This includes how the product was sold and installed and its suitability. Mrs M also complains that the finance... (5 pages)View decision -
Decision Reference DRN-5291275
30 Jan 2025 Helvetia Global Solutions Ltd UpheldInsuranceDRN-5291275 The complaint Mr H has complained about how Helvetia Global Solutions Ltd (Helvetia) dealt with his claim under a furniture warranty. What happened Mr H made a claim for damage to his sofa caused by a pet. Helvetia sent a technician to assess the damage and accepted the cla... (3 pages)View decision -
Decision Reference DRN-4941916
30 Jan 2025 Lex Autolease Ltd Not upheldConsumer CreditDRN-4941916 The complaint Mr W is unhappy that a car supplied to him under a hire agreement with Lex Autolease Ltd was of an unsatisfactory quality. What happened In August 2023, Mr W was supplied with a new car through a hire agreement with Lex. He paid an initial rental of £2,831.65 ... (3 pages)View decision -
Decision Reference DRN-5217198
30 Jan 2025 Lloyds Bank PLC Not upheldMortgagesDRN-5217198 The complaint Mr C and Ms K complain that Lloyds Bank PLC reduced their contractual monthly payments (“CMP”) due under a repayment mortgage when it recalculated the mortgage payments. Mr C and Ms K say that in doing so, the bank retrospectively cancelled overpayments they ha... (4 pages)View decision -
Decision Reference DRN-5297356
30 Jan 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5297356 The complaint Mr G and Ms S complained about the service provided by National Westminster Bank Plc trading as Ulster Bank (Ulster Bank) when they opened a joint savings account. What happened Mr G and Ms S wanted to open a joint account with Ulster Bank. Mr G was advised to ... (2 pages)View decision -
Decision Reference DRN-5246895
30 Jan 2025 Family Equity Plan Limited UpheldBanking and PaymentsDRN-5246895 The complaint Mr S is unhappy because he’s been unable to get online access his daughters Junior ISA (“JISA”), held with Family Equity Plan Limited (“FEP”), for several months. What happened In October 2023, Mr S set up a JISA for his daughter with FEP. The following month, ... (3 pages)View decision -
Decision Reference DRN-5261654
30 Jan 2025 Saga Services Limited Not upheldInsuranceDRN-5261654 The complaint Mr L complains that Saga Services Limited (“Saga”) failed to provide renewal documents in 2023. This meant he was left uninsured for a period and resulted in a higher premium under his home buildings insurance policy. What happened Mr L says he had a three-year... (4 pages)View decision -
Decision Reference DRN-5263358
30 Jan 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5263358 The complaint Mrs W complains that Royal & Sun Alliance Insurance Limited (‘RSA’) declined her claim for damage to furniture and another personal item. Mrs W’s policy was sold and is administered by a third party company on RSA’s behalf and all her correspondence has bee... (2 pages)View decision
