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 121115 results
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Decision Reference DRN-4570337
29 Jan 2024 MBNA Limited UpheldBanking and PaymentsDRN-4570337 The complaint Ms D complains about issues connected with her two credit card accounts with MBNA Limited. What happened Ms D had two MBNA credit card accounts. When she got into financial difficulties as a result of the covid pandemic, she entered into payment arrangements on bo... (2 pages)View decision -
Decision Reference DRN-4366076
29 Jan 2024 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-4366076 The complaint Mr G complains about the quality of a used car that was supplied to him through a conditional sale agreement with Moneybarn No. 1 Limited (MBL). What happened In May 2022, Mr G acquired a used car through a conditional sale agreement with MBL. The car was about si... (5 pages)View decision -
Decision Reference DRN-4544627
29 Jan 2024 Great Lakes Insurance SE UpheldInsuranceDRN-4544627 The complaint Mrs and Mr C complain that Great Lakes Insurance SE declined their travel insurance claim and about its service. My references to Great Lakes include its agents. What happened Mrs and Mr C had an annual multi trip travel insurance policy. Great Lakes insured the r... (3 pages)View decision -
Decision Reference DRN-4489136
29 Jan 2024 St Andrew's Insurance plc UpheldInsuranceDRN-4489136 The complaint Mrs R and Mr R complain that St Andrews Insurance Plc have provided poor service following a fire at their property. What happened Mrs R and Mr R held a buildings and contents insurance policy with St Andrews. In April 2022 there was a fire in the outbuildings of... (2 pages)View decision -
Decision Reference DRN-4525863
29 Jan 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4525863 The complaint Mr T, trading as T complains that Santander UK Plc blocked his business bank account for several months. What happened In August 2022, Mr T contacted Santander after a retailer declined his payment method. Mr T says he contacted Santander again in September 2022 a... (3 pages)View decision -
Decision Reference DRN-4343474
29 Jan 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4343474 The complaint Mrs W complains that TSB Bank plc provided incorrect information about transferring funds using an Additional Personal Subscription (APS) into an Individual Savings Account and provided a poor level of service when she attended an appointment in branch. What happe... (3 pages)View decision -
Decision Reference DRN-4544771
29 Jan 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4544771 The complaint Mrs F and Mr F complain about Royal & Sun Alliance Insurance Limited (“RSA”) and the way their claim for damage to their property caused by a blocked drain was handled. What happened The events that transpired during the claim are well known to both parties. S... (7 pages)View decision -
Decision Reference DRN-4522055
29 Jan 2024 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-4522055 The complaint The estate of Mrs R, represented by its executors, Mr R and Ms R, has complained about Lloyds Bank General Insurance Limited. It is the property insurer for the property subject of the will. Mr R has mainly dealt with the claim and complaint. For ease of reading, ... (3 pages)View decision -
Decision Reference DRN-4586722
29 Jan 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4586722 The complaint Ms G complains that Admiral Insurance (Gibraltar) Limited cancelled her combined motor and property insurance policy without adequately informing her What happened Ms G took out a combined motor and contents insurance policy with Admiral. She paid the full yearly ... (4 pages)View decision -
Decision Reference DRN-4587675
29 Jan 2024 West Bay Insurance Plc UpheldInsuranceDRN-4587675 The complaint Mr D complains about delays in West Bay Insurance Plc (West Bay) arranging repairs to his car, and for its poor standard of service following a claim he made under his motor insurance policy. What happened Mr D was involved in an accident when driving in December ... (4 pages)View decision
