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 125400 results
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Decision Reference DRN-5053350
2 Oct 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5053350 The complaint Mr H, acting in his capacity as director of a limited company (A), complains that National Westminster Bank Plc didn’t contact him about a block being applied to a transaction from his business account. He believes this goes against the account terms and condit... (3 pages)View decision -
Decision Reference DRN-4971397
2 Oct 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4971397 The complaint Mr R complains that Accredited Insurance (Europe) Limited (“Accredited”) mishandled his claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a car, first registered in 2011. A previous owner added... (3 pages)View decision -
Decision Reference DRN-4862406
2 Oct 2024 Prepay Technologies Ltd UpheldBanking and PaymentsDRN-4862406 The complaint Mr G complains about the service he received from Prepay Technologies Ltd trading as Prepay Solutions (“Monese Bank”) regarding a credit that was due into his account. In particular he is unhappy that there were significant delays with this and the information ... (3 pages)View decision -
Decision Reference DRN-5055289
2 Oct 2024 Alexander Hall Associates Limited UpheldMortgagesDRN-5055289 The complaint Ms C complains about mortgage advice she received from Alexander Hall Associates Limited. What happened In 2022, Ms C received planning permission to demolish her property and build a new, larger, property on the same plot. Ms C decided that she needed finance ... (11 pages)View decision -
Decision Reference DRN-5055940
2 Oct 2024 Aviva Insurance Limited UpheldInsuranceDRN-5055940 The complaint Mr L and Mrs L complain that Aviva Insurance Limited have unfairly declined their claim for water damage to their property. What happened Mr L and Mrs L held a buildings insurance policy with Aviva for their home. In August 2023 they made a claim under their ... (3 pages)View decision -
Decision Reference DRN-4808307
2 Oct 2024 Quidie Limited UpheldConsumer CreditDRN-4808307 The complaint Miss S has claimed that Quidie Limited trading as Fernovo (“Quidie”) failed to treat her with forbearance when she contacted it in 2023 to let it know she was medically and financially vulnerable. Background Miss S took out a loan with Quidie in June 2023. Shor... (3 pages)View decision -
Decision Reference DRN-5052558
2 Oct 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5052558 The complaint Miss J complains that Santander UK Plc (“Santander”) were unreasonable not to take her chargeback claim to arbitration. What happened I issued a provisional decision on this complaint in September 2024, an extract from that provisional decision is set out below... (5 pages)View decision -
Decision Reference DRN-5056022
2 Oct 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5056022 The complaint Mr J has complained about the way Creation Consumer Finance Ltd (“Creation”) responded to claims he’d made in relation to misrepresentation, breach of contract, and an alleged unfair relationship taking into account section 140A (“s.140A”) of the Consumer Credi... (9 pages)View decision -
Decision Reference DRN-5054146
2 Oct 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5054146 The complaint Mrs N complains that Santander UK Plc has not credited her account when a payment she sent was recalled. What happened On 26 August 2022, Mrs N opened a savings account with a business I’ll call K. She initially deposit £1,600 cash into the account. On 31 Aug... (3 pages)View decision -
Decision Reference DRN-5055902
2 Oct 2024 Markerstudy Insurance Company Limited UpheldInsuranceDRN-5055902 The complaint Mr W has complained about his vehicle insurer Markerstudy Insurance Company Limited as he is unhappy because it won’t pay his storge costs, incurred during a theft claim. What happened Mr W’s pick-up was stolen in February 2020. Markerstudy began considerin... (3 pages)View decision
