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 128312 results
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Decision Reference DRN-5224312
14 Jan 2025 Nationwide Building Society UpheldMortgagesDRN-5224312 The complaint This complaint is about the administration of Mr and Mrs S’s mortgage account held with Nationwide Building Society. After Mr S switched his current account to another bank, the direct debit (DD) for the mortgage wasn’t collected. As a result, Nationwide took t... (4 pages)View decision -
Decision Reference DRN-5259280
14 Jan 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5259280 The complaint Mr H, a sole trader trading as C, complains that Barclays Bank UK Plc closed his business accounts without giving any direct notice to him. He also complains about poor customer service during and after his attempts to reopen the accounts. What happened Mr H t... (4 pages)View decision -
Decision Reference DRN-5259174
14 Jan 2025 Marshmallow Insurance Limited UpheldInsuranceDRN-5259174 The complaint Mr R complains that Marshmallow Insurance Limited (“Marshmallow”) declined a claim and cancelled his motor insurance policy. What happened Mr R had a motor insurance policy with Marshmallow covering his car. On 4 May 2024 Mr R was involved in an incident causin... (3 pages)View decision -
Decision Reference DRN-5238911
14 Jan 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5238911 The complaint Mr B is unhappy with the amount Admiral Insurance (Gibraltar) Limited (Admiral) have paid to settle a claim he made on his car insurance policy. What happened Mr B’s vehicle was unfortunately damaged and so he logged a claim under his motor insurance policy wit... (3 pages)View decision -
Decision Reference DRN-5101555
14 Jan 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5101555 The complaint Mr E complains about a refund of charges by TSB Bank plc to an outstanding bank account balance. What happened Mr E held a bank account with TSB that had no overdraft facility. In December 2018, a direct debit was debited that took the account overdrawn by £7.8... (2 pages)View decision -
Decision Reference DRN-5195408
14 Jan 2025 UK Mortgage Lending Ltd UpheldMortgagesDRN-5195408 The complaint Ms B complains that UK Mortgage Lending Ltd, trading as Pepper Money, treated her poorly and didn’t offer her appropriate support with her second charge mortgage (secured loan) when she was in financial difficulty. What happened Ms B and her husband took out a... (3 pages)View decision -
Decision Reference DRN-5252873
14 Jan 2025 Specialist Motor Finance Limited UpheldConsumer CreditDRN-5252873 The complaint Mr H complains that a used car he acquired through a hire purchase agreement financed by Specialist Motor Finance Limited (‘SMFL’) is of unsatisfactory quality. What happened In April 2023, Mr H took out a hire purchase agreement to cover the cost of a used ca... (5 pages)View decision -
Decision Reference DRN-5240443
14 Jan 2025 Pinnacle Insurance Plc UpheldInsuranceDRN-5240443 The complaint Mrs S complains that Pinnacle Insurance Plc added an exclusion to her pet insurance policy and relied on this to reject a claim she made for treatment costs. What happened Mrs S took out a pet insurance policy, underwritten by Pinnacle, which started in Novembe... (3 pages)View decision -
Decision Reference DRN-5255569
14 Jan 2025 eBay Commerce UK Ltd UpheldBanking and PaymentsDRN-5255569 The complaint Mr C complains eBay Commerce UK Ltd (Commerce) asked for identification but made it difficult for Mr C to send it, then blocked his account. What happened Mr C’s held an eBay Marketplace (Marketplace) account for a number of years, and as a seller Mr C has a ... (3 pages)View decision -
Decision Reference DRN-5221424
13 Jan 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5221424 The complaint Mr S is unhappy with the service he received from Santander UK Plc surrounding a transfer that he wanted to make. What happened Mr S went into a Santander branch to instruct a transfer of £8,250 from his account. Santander’s branch staff explained to Mr S that ... (3 pages)View decision