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 121115 results
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Decision Reference DRN-3945925
2 Nov 2023 Santander UK Plc UpheldBanking and PaymentsDRN-3945925 The complaint A company which I’ll refer to as ‘D’ complains that Santander UK Plc treated them unfairly when they’d needed financial assistance and also provided incorrect information about their complaint to this service. The complaint is brought on D’s behalf by their direc... (4 pages)View decision -
Decision Reference DRN-4383573
2 Nov 2023 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4383573 The complaint Mr C complains about Creation Consumer Finance Ltd’s decision to decline his claim for compensation, under section 75 of the Consumer Credit Act 1974, about a pair of fitted bookcases. What happened In April 2022 Mr C ordered two bespoke fitted bookcases from a th... (3 pages)View decision -
Decision Reference DRN-4429767
2 Nov 2023 Quidie Limited UpheldConsumer CreditDRN-4429767 The complaint Mr J complains Quidie Limited trading as Fernovo (“Quidie”) provided him with a loan which wasn’t affordable. What happened Mr J was granted one loan on 28 August 2018 for £400. Mr J was due to make four instalments of £168.49 and Mr J repaid the loan on 24 Decemb... (5 pages)View decision -
Decision Reference DRN-4410708
2 Nov 2023 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-4410708 The complaint Mr and Mrs G complain Lloyds Bank General Insurance Limited unfairly refused to pay them alternative accommodation costs as part of their home insurance claim. Lloyds has been represented by agents for the claim. For simplicity I’ve generally referred to the agent... (3 pages)View decision -
Decision Reference DRN-3634031
2 Nov 2023 NTM Financial Services Ltd UpheldPensions and AnnuitiesDRN-3634031 The complaint Mr T complains about the advice given by NTM Financial Services Ltd (‘NTM’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension. He says the advice was unsuitable for him and believes this has caused a financi... (11 pages)View decision -
Decision Reference DRN-4415385
2 Nov 2023 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4415385 The complaint Miss B has complained about how Accredited Insurance (Europe) Ltd (‘Accredited’) dealt with a claim under a home insurance policy. What happened Miss B contacted Accredited to make a claim for an escape of water at her home. Accredited accepted the claim, dried th... (3 pages)View decision -
Decision Reference DRN-4379988
2 Nov 2023 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-4379988 The complaint Ms L complains about supply and installation of goods financed through a fixed sum loan agreement with Mitsubishi HC Capital UK Plc trading as Novuna. She would like remedial works completed. What happened The details of this complaint are well known to both part... (2 pages)View decision -
Decision Reference DRN-4431224
2 Nov 2023 U K Insurance Limited UpheldInsuranceDRN-4431224 The complaint Miss H complains about the way U K Insurance Limited trading as Churchill Insurance handled and settled a claim under a Landlord insurance policy. What happened Miss H owns a property she rents to tenants. In 2022, the property was rented to a tenant after a tenan... (7 pages)View decision -
Decision Reference DRN-4428715
2 Nov 2023 Barclays Bank UK PLC UpheldMortgagesDRN-4428715 The complaint Mr and Mrs O complain that Barclays Bank UK PLC did not put in place an interest rate switch they’d agreed. What happened Mr and Mrs O have a mortgage with Barclays. The mortgage is in two parts. On 17 July 2022, they applied to switch the interest rate product on... (3 pages)View decision -
Decision Reference DRN-4405308
2 Nov 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4405308 The complaint Ms S has complained that Barclays Bank UK PLC (“Barclays”) sent her monthly bank statements in small font, then Braille, rather than in large print as requested. Ms S has said that she’d previously complained to Barclays about it sending statements to her in the w... (3 pages)View decision
