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-4918778
12 Aug 2024 Arch Insurance (UK) Limited UpheldInsuranceDRN-4918778 The complaint Mr R complains that Arch Insurance Company (UK) Limited declined his travel insurance claim. My references to Arch include its agents. What happened Mr R has travel insurance through his employer’s group policy, the insurer is Arch. While he was driving a hire... (2 pages)View decision -
Decision Reference DRN-4959542
12 Aug 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4959542 The complaint Mrs H complains, on behalf of L – which is a limited company and how I will refer to it hereafter – that Barclays Bank PLC didn’t process an application for a Support for Mortgage Interest (SMI) loan having lost the form she provided. She also complains about t... (4 pages)View decision -
Decision Reference DRN-4931238
12 Aug 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4931238 The complaint Miss R has complained about Creation Consumer Finance Ltd (‘Creation’)’s response to a claim she made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’) and in relation to allegations of an unfair relationship taking into account Section 140A... (5 pages)View decision -
Decision Reference DRN-4960853
12 Aug 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4960853 The complaint Mr B complains that Santander UK Plc failed to protect his account. What happened Mr B explained that he received notification from Santander that someone had changed the phone number linked to his account. When he contacted Santander about it, they removed the... (3 pages)View decision -
Decision Reference DRN-4957556
12 Aug 2024 Pinnacle Insurance Plc UpheldInsuranceDRN-4957556 The complaint Miss N complains that Pinnacle Insurance Plc declined her claim under her pet insurance. My references to Pinnacle include its agents. What happened On 16 January 2023 Miss N took out a pet insurance policy on-line for her dog through a well known retailer, Pin... (5 pages)View decision -
Decision Reference DRN-4893016
12 Aug 2024 Brent Shrine Credit Union Limited UpheldConsumer CreditDRN-4893016 The complaint Mr G is complaining about Brent Shrine Credit Union Limited trading as My Community Bank (MCB) because he says it lent irresponsibly by providing a loan he couldn’t afford. What happened In February 2023, Mr G took a loan with MCB for £5,5000 over a term of fiv... (5 pages)View decision -
Decision Reference DRN-4587038
12 Aug 2024 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-4587038 The complaint Mr S is unhappy that a car supplied to him under a hire purchase agreement with Stellantis Financial Services UK Limited (Stellantis) was of an unsatisfactory quality. What happened In October 2021 Mr S was supplied with a used car through a hire purchase agre... (4 pages)View decision -
Decision Reference DRN-4902531
12 Aug 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4902531 The complaint Mr G complains, via his attorneys, about Nationwide Building Society withholding account funds, and confusing and unreasonable requirements for evidence to support withdrawals. What happened Mr G holds an account with Nationwide which is managed by three of hi... (4 pages)View decision -
Decision Reference DRN-4825912
12 Aug 2024 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-4825912 The complaint Mr A complains that Scottish Equitable plc trading as Aegon lost documentation, containing his confidential information, which he’d sent to it by recorded delivery. He complains that his claim has been delayed as a result and he’s experienced distress and incon... (5 pages)View decision -
Decision Reference DRN-4960070
12 Aug 2024 American Express Services Europe Limited UpheldBanking and PaymentsDRN-4960070 The complaint Mr H complains that American Express Services Europe Limited (AESEL) misled him about being able to transfer offers available on a charge card to a new credit card. Mr H says he was financially disadvantaged by this which was unfair. What happened Mr H had a ch... (3 pages)View decision