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-4741545
14 Aug 2024 Hastings Insurance Services Limited UpheldInsuranceDRN-4741545 The complaint Mr L is complaining that Hastings Insurance Services Limited didn’t give him to option to use his car insurance policy when he sought assistance after being involved in an accident. What happened Mr L took out a car insurance policy through Hastings – a broker.... (3 pages)View decision -
Decision Reference DRN-4934645
14 Aug 2024 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-4934645 The complaint Mrs H is unhappy that a car supplied to her under a conditional sale agreement with Moneybarn No.1 Limited was of an unsatisfactory quality. What happened In June 2023, Mrs H was supplied with a new car through a conditional sale agreement with Moneybarn. The ... (3 pages)View decision -
Decision Reference DRN-4891954
14 Aug 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4891954 The complaint Mr S complains Barclays Bank UK PLC (“Barclays”) refuses to refund him £250 that he requested from an ATM and was debited from his account, but the cash was not dispensed. What happened Mr S says he visited an ATM on 12 December 2023 and tried to take out £250.... (2 pages)View decision -
Decision Reference DRN-4966695
14 Aug 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4966695 The complaint Mr A has complained that Clydesdale Bank Plc (trading as Virgin Money) registered a fraud marker against him. What happened In spring 2023, Mr A received a credit of £108 into his Virgin account. This was reported by the sending bank as coming from fraud, so Vi... (3 pages)View decision -
Decision Reference DRN-4769677
14 Aug 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4769677 The complaint Mr K complains about the service he received from Santander UK Plc when he was unable to withdraw cash from an ATM using his bank card. What happened On 22 February 2024 Mr K attempted to get cash out of an ATM using his Santander card but was unable to do so. ... (3 pages)View decision -
Decision Reference DRN-4966584
14 Aug 2024 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-4966584 The complaint Mr D has complained about the settlement offered by Lloyds Bank General Insurance Limited trading as Halifax (Lloyds) for a claim under his home insurance policy. What happened Mr D had a water leak at his property. He arranged for a plumber to stop the leak. ... (5 pages)View decision -
Decision Reference DRN-4838622
14 Aug 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4838622 The complaint Miss T complains about how Monzo Bank Ltd (Monzo) treated her when she approached them about a gambling issue she had, and a delay in placing blocks on her account with them. Miss T says this caused frustration and had a significant impact on her finances. What... (4 pages)View decision -
Decision Reference DRN-4891281
14 Aug 2024 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-4891281 The complaint Mrs R complains about problems with Sainsbury’s Bank Plc after a credit card payment wasn’t made. What happened Mrs R has a Sainsbury’s Bank credit card and has explained that, due to an oversight, her November 2023 direct debit payment was returned to her ban... (3 pages)View decision -
Decision Reference DRN-4965487
14 Aug 2024 Kensington Mortgage Company Limited UpheldMortgagesDRN-4965487 The complaint Mr and Mrs D complain about the way that Kensington Mortgage Company Limited trading as Acenden has administered their mortgage. What happened In 2007, Mr and Mrs D took out a second charge mortgage with Southern Pacific Personal Loans for £38,000 over 30 years... (6 pages)View decision -
Decision Reference DRN-4965716
14 Aug 2024 Frasers Group Financial Services Limited UpheldConsumer CreditDRN-4965716 The complaint Mr F complains about the balance of a catalogue account with Studio Retail Limited trading as Studio, which he says was opened in his name without his authority. What happened In June 2022, a catalogue account was opened with Studio in Mr F’s name. Over the nex... (5 pages)View decision