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 364766 results
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Decision Reference DRN-5241799
28 Jan 2025 Lloyds Bank PLC Not upheldMortgagesDRN-5241799 The complaint Miss V complains that Lloyds Bank PLC failed to give her clear and timely information about taking out a new interest rate product for her mortgage. The mortgage went onto Lloyds’ variable rate. Miss V re-mortgaged, incurring costs in doing so. Miss V asks that... (4 pages)View decision -
Decision Reference DRN-5245348
28 Jan 2025 Arthur J. Gallagher Insurance Brokers Limited UpheldInsuranceDRN-5245348 The complaint Mrs B and Mrs W have complained about the way Arthur J. Gallagher Insurance Brokers Limited (AJG) administered their residential property owners insurance policy. What happened Mrs B and Mrs W took out via AJG a property owners policy that covered four propert... (2 pages)View decision -
Decision Reference DRN-5157877
28 Jan 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5157877 The complaint Miss H complains that Stellantis Financial Service UK Limited has supplied her with a faulty car. Miss H wants to reject the car and terminate the agreement. What happened Miss H entered into a hire purchase agreement with Stellantis in November 2023, the agre... (5 pages)View decision -
Decision Reference DRN-5277868
28 Jan 2025 Barclays Bank UK PLC UpheldMortgagesDRN-5277868 The complaint Mr and Mrs D complain that Barclays Bank UK PLC made “unauthorised transactions” on their mortgage by reducing the interest only balance and increasing the repayment balance. What happened Mr and Mrs D have a mortgage with Barclays. The mortgage is part interes... (2 pages)View decision -
Decision Reference DRN-5262162
28 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5262162 The complaint Mr C complains Revolut Ltd registered a fraud marker at Cifas, the national fraud database. He doesn’t think it’s done so fairly. What happened I issued my provisional decision on this complaint, explaining why I didn’t intend to uphold it. I invited both part... (5 pages)View decision -
Decision Reference DRN-4868424
28 Jan 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-4868424 The complaint Mr E complains about the quality of a car supplied to him by Oodle Financial Services Limited (“Oodle”). What happened Mr E acquired a used car under a 60 month hire purchase agreement with Oodle in September 2023. The car cost £19,068. Under the agreement, Mr ... (4 pages)View decision -
Decision Reference DRN-5121684
28 Jan 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5121684 The complaint Mrs L complains that CA AUTO FINANCE UK LTD (then called FCA Automotive Services UK Ltd) was irresponsible in its lending to her and over inflated the future value of the car she acquired through a Personal Contract Purchase (PCP) Agreement. What happened Mrs L... (3 pages)View decision -
Decision Reference DRN-5243886
28 Jan 2025 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-5243886 The complaint Mr P complains AA Underwriting Insurance Company Limited (AA) poorly handled his claim on his motor insurance policy. What happened Mr P made a claim on his motor insurance policy when his car was damaged in a non-fault accident with a third-party. The car wa... (3 pages)View decision -
Decision Reference DRN-5046027
28 Jan 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5046027 The complaint Ms S complains that Santander UK Plc hasn’t refunded her after she discovered she’d fallen victim to a scam. What happened The background to this complaint is well-known to all parties, and so my summary here will be relatively brief. Ms S learned of an investm... (5 pages)View decision -
Decision Reference DRN-5235794
28 Jan 2025 Marshmallow Insurance Limited UpheldInsuranceDRN-5235794 The complaint Mr S complains about Marshmallow Insurance Limited’s handling of his car insurance claim. What happened Mr S had a car insurance policy with Marshmallow. In March 2024, his car was damaged in an accident, not involving a third-party, and he made a claim with Ma... (2 pages)View decision
