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 125399 results
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Decision Reference DRN-4607891
27 Mar 2024 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-4607891 The complaint Miss W is unhappy with how Moneybarn No.1 Limited have recorded the payments she’s made under a conditional sale agreement on her credit file. What happened In June 2020, Miss W was supplied with a used car through a conditional sale agreement with Moneybarn. She ... (3 pages)View decision -
Decision Reference DRN-4399539
27 Mar 2024 AWP P&C S.A. UpheldInsuranceDRN-4399539 The complaint Mrs M, Mr D1, Mr D2 and Mr D3 complain AWP P&C SA caused delays in settling their claim and say the amount paid is less than half of the costs incurred. Mrs M is bringing the complaint on behalf of herself and her family members, so for ease I will refer to al... (7 pages)View decision -
Decision Reference DRN-4701323
27 Mar 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4701323 The complaint Mr M complains that Santander UK Plc failed to give sufficient information to his sending Bank (H) to enable his ISA to be transferred to it. As a result he made a loss in terms of the interest earned on his savings. What happened In April 2023 Mr M made an applic... (2 pages)View decision -
Decision Reference DRN-4707816
27 Mar 2024 Evolution Lending Limited UpheldMortgagesDRN-4707816 The complaint Miss B and Mr M have complained about a secured loan (second charge mortgage) they took out with Evolution Lending Limited in 2018. They’ve said the loan was unaffordable and has put their home at risk. What happened Mr M was introduced to Evolution by a third-par... (18 pages)View decision -
Decision Reference DRN-4712658
27 Mar 2024 Secure Trust Bank Plc UpheldConsumer CreditDRN-4712658 The complaint Ms R complains Secure Trust Bank Plc trading as Moneyway (Moneyway) supplied her with a car that she believes wasn’t of satisfactory quality. Ms R is represented by Mr T but as she is the agreement holder, I will refer to her throughout this agreement. What happen... (5 pages)View decision -
Decision Reference DRN-4711349
27 Mar 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4711349 The complaint Miss M complains that Accredited Insurance (Europe) Ltd (‘AIE’) did not provide a courtesy car in connection a claim she made on her motor insurance policy. What happened Miss M had a fully comprehensive motor insurance policy with AIE. On 1 April 2023, Miss M’s c... (3 pages)View decision -
Decision Reference DRN-4648116
27 Mar 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4648116 The complaint Mr C complains that he was locked out of his account with Barclays Bank UK PLC (Barclays). What happened Mr C was a new customer of Barclays – he opened his account on 6 May 2023. He registered for Barclays Mobile Banking (‘BMB’). On 25 May 2023, he found he could... (4 pages)View decision -
Decision Reference DRN-4623209
27 Mar 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-4623209 The complaint Miss G complained about the length of time and the consequent lack of contact from Marshmallow Insurance Limited when she made a claim on her motor policy following an accident. References to Marshmallow includes all its agents repairers and other intermediaries. ... (3 pages)View decision -
Decision Reference DRN-4712015
27 Mar 2024 Sumup Payments Limited UpheldBanking and PaymentsDRN-4712015 The complaint A charity, which I will call T, complaints about SumUp Payments Limited. T’s representatives say that in July 2022, the card payment system SumUp provided stopped working – causing losses of tens of thousands of pounds. What happened T’s representatives told us: ... (9 pages)View decision -
Decision Reference DRN-4491126
27 Mar 2024 London Community Credit Union Limited UpheldBanking and PaymentsDRN-4491126 The complaint Miss G complains London Community Credit Union won’t refund transactions on her account which she says didn’t authorise. What happened In early September 2022 Miss G said she used her card at a cash machine, and it wasn’t returned to her. After this she noted frau... (3 pages)View decision
