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-4889632
4 Jul 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4889632 The complaint Mr H and Ms N have complained that Santander UK Plc (“Santander”) declined their Direct Debit indemnity claim. Mr H and Ms N also complained that Santander failed to make reasonable adjustments for them in insisting that they attend a branch. What happened Mr H an... (2 pages)View decision -
Decision Reference DRN-4694019
4 Jul 2024 Yorkshire Building Society UpheldBanking and PaymentsDRN-4694019 The complaint Miss B complains Yorkshire Building Society (YBS) put her personal data at risk and failed to take her concerns seriously. What happened In summary, Miss B got a letter in the post from YBS after applying for a savings account with it. This said she needed to veri... (2 pages)View decision -
Decision Reference DRN-4872412
4 Jul 2024 Evergreen Finance London Limited UpheldConsumer CreditDRN-4872412 The complaint Mr B complains through a representative that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) provided him with loans without carrying out sufficient affordability checks. What happened A summary of Mr B’s borrowing can be found below. loa... (4 pages)View decision -
Decision Reference DRN-4856285
4 Jul 2024 Yorkshire Building Society UpheldBanking and PaymentsDRN-4856285 The complaint Ms N complains about the delay Yorkshire Building Society (YBS) caused in their processing of a cash ISA transfer to another financial institution (which I’ll call A). As a result, Ms N says she was caused inconvenience and stress, uncertainty, and existing health... (3 pages)View decision -
Decision Reference DRN-4847811
4 Jul 2024 Stagemount Limited UpheldConsumer CreditDRN-4847811 The complaint Ms A complains through a representative that Stagemount Limited trading as Quid Market (“Quid Market”) gave her a loan without carrying out the correct affordability checks. What happened Ms A was granted a £600 loan on 19 July 2023. She was due to make six monthl... (3 pages)View decision -
Decision Reference DRN-4882276
4 Jul 2024 PREPAID FINANCIAL SERVICES LIMITED UpheldBanking and PaymentsDRN-4882276 The complaint Miss W complains PREPAID FINANCIAL SERVICES LIMITED hasn’t refunded transactions that she didn’t complete or authorise. What happened Miss W has a pre-paid card issued by PFS. In June 2020 Miss W contacted PFS to say there’d been over £9,600’s worth of transaction... (2 pages)View decision -
Decision Reference DRN-4838197
4 Jul 2024 Ageas Insurance Limited UpheldInsuranceDRN-4838197 The complaint Miss M complains that Ageas Insurance Limited avoided her policy (treated it like it never existed) and refused to pay her claim. Miss M has been represented by a relative during this complaint. Any reference to Miss M in this decision relates to information provi... (4 pages)View decision -
Decision Reference DRN-4886642
4 Jul 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4886642 The complaint Mr J, representing his business, M, has complained about M’s commercial property insurer AXA Insurance UK Plc. It provides the insurance for a property M lets out where there was a fire. Mr J’s unhappy because AXA avoided M’s policy (treated it as though it had ne... (3 pages)View decision -
Decision Reference DRN-4855247
3 Jul 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4855247 The complaint Mr D complains about AXA Insurance UK Plc (“AXA”) for its response to his claim for loss in value of his roof. Mr D wants AXA to restore his roof to its previous condition. What happened The background to this matter is well known to the parties so I will summaris... (3 pages)View decision -
Decision Reference DRN-4788420
3 Jul 2024 Covea Insurance plc UpheldInsuranceDRN-4788420 The complaint Mrs T complains that Covea Insurance plc (“Covea”) has unfairly valued her vehicle following a claim she made on her insurance policy after her car was damaged. What happened Mrs T’s car was damaged in 2023 when a tree fell on to it due to high winds, whilst it wa... (2 pages)View decision