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-4766648
25 Jul 2024 U K Insurance Limited UpheldInsuranceDRN-4766648 The complaint Mrs C complains about the way UK Insurance Limited trading as Privilege (UKI) handled a claim she made under her home insurance policy. There were a number of agents acting on behalf of UKI throughout this claim. But, for ease, I’ll refer to UKI unless otherwis... (3 pages)View decision -
Decision Reference DRN-4930060
25 Jul 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4930060 The complaint Mr L 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... (4 pages)View decision -
Decision Reference DRN-4716907
25 Jul 2024 PayrNet Limited UpheldBanking and PaymentsDRN-4716907 The complaint A company, which I’ll refer to as S, complains that PayrNet Limited won’t refund payments it didn’t make. Mr J, who is a director of S, brings the complaint on S’s behalf. ANNA Money, who J’s account is with, is an agent for PayrNet, who’s ultimately responsib... (3 pages)View decision -
Decision Reference DRN-4910411
25 Jul 2024 BUPA Insurance Limited UpheldInsuranceDRN-4910411 The complaint F, a limited company, complains about the way BUPA Insurance Limited administered its group private medical insurance policy. F is represented by Mr B. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summar... (4 pages)View decision -
Decision Reference DRN-4856570
25 Jul 2024 Fairmead Insurance Limited UpheldInsuranceDRN-4856570 The complaint The estate of Mrs B complains about Fairmead Insurance Limited’s handling of their buildings insurance claim. Mr B has brought the complaint on behalf of the estate of Mrs B, so I will refer to him where relevant below. All references to Fairmead also include i... (3 pages)View decision -
Decision Reference DRN-4876486
25 Jul 2024 Capital One (Europe) plc UpheldBanking and PaymentsDRN-4876486 The complaint Mr H complains that Capital One (Europe) plc lent irresponsibly when it approved two credit card applications he made and also increased the credit limit. What happened In September 2017 Mr H applied for a credit card with Capital One. In his application, Mr H... (2 pages)View decision -
Decision Reference DRN-4629721
25 Jul 2024 Secure Trust Bank Plc UpheldConsumer CreditDRN-4629721 The complaint Mr W complains about a car he acquired with finance provided by Secure Trust Bank Plc, trading as V12 Vehicle Finance (“V12”). What happened In April 2023, Mr W entered into a regulated hire purchase agreement with V12 in relation to a used car. The car was eig... (4 pages)View decision -
Decision Reference DRN-4929558
25 Jul 2024 Coventry Building Society UpheldMortgagesDRN-4929558 The complaint Mr and Mrs M complain about the mortgage they took out with Coventry Building Society. They say the mortgage was mis-sold as they weren’t informed about Coventry’s lending policy and how this might affect them when they tried to port the mortgage. Mr and Mrs M ... (4 pages)View decision -
Decision Reference DRN-4866976
25 Jul 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4866976 The complaint Mr B and Mrs B are unhappy that Santander UK Plc closed their joint current account. What happened Mr B and Mrs B reside overseas but held a joint current account with Santander which they used to service a UK mortgage. In November 2023, Santander attempted to ... (2 pages)View decision -
Decision Reference DRN-4929333
25 Jul 2024 National House-Building Council UpheldInsuranceDRN-4929333 The complaint Mr and Mrs P complain about the way National House-Building Council (NHBC) handled a claim they made under their new home warranty. Mrs P has primarily dealt with things, so I’ll mostly refer to her only for ease of reading. What happened The circumstances ar... (4 pages)View decision