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 128535 results
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Decision Reference DRN-4842873
10 Jun 2024 Specialist Motor Finance Limited UpheldConsumer CreditDRN-4842873 The complaint Mrs R complains that Specialist Motor Finance Limited (SMFL) irresponsibly entered into a hire purchase agreement with her. She says she was struggling financially at the time and couldn’t afford the repayments. Mrs R has been represented by a third party. But for... (5 pages)View decision -
Decision Reference DRN-4841557
10 Jun 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4841557 The complaint Mr R complains Santander UK Plc has not treated him fairly in connection with a dispute over a large payment for airline tickets made on his credit card. What happened The background to this complaint, and my provisional findings on it, can be found in my provisio... (10 pages)View decision -
Decision Reference DRN-4806245
10 Jun 2024 Astrenska Insurance Limited UpheldInsuranceDRN-4806245 The complaint Mr J has complained that Astrenska Insurance Limited (‘Astrenska’) unfairly declined his claim. All reference to Astrenska includes any agents acting on its behalf. What happened Mr J bought an income protection policy, underwritten by Astrenska. He was made redun... (3 pages)View decision -
Decision Reference DRN-4676782
10 Jun 2024 Starling Bank Limited UpheldBanking and PaymentsDRN-4676782 The complaint Mr S complains that Starling Bank Limited didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well know... (5 pages)View decision -
Decision Reference DRN-4840158
10 Jun 2024 U K Insurance Limited UpheldInsuranceDRN-4840158 The complaint A partnership, which I’ll refer to as D, complains about the way U K Insurance Limited trading as NIG (“UKI”) dealt with a claim on its legal expenses policy. Mr A, who is a partner of D, brings the complaint on D’s behalf. Where I refer to UKI, this includes its ... (3 pages)View decision -
Decision Reference DRN-4813886
10 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4813886 Complaint Mr D has complained that Monzo Bank Ltd (“Monzo”) irresponsibly provided him with an overdraft which it continued applying charges on even when he was in financial difficulty. Background Monzo initially provided Mr D with an overdraft facility of £500, which had a cre... (4 pages)View decision -
Decision Reference DRN-4777679
9 Jun 2024 Aviva Insurance Limited UpheldInsuranceDRN-4777679 The complaint Miss M complains about Aviva Insurance Limited’s (“Aviva”) decision to decline her claim under her mobile phone insurance policy. What happened Miss M says, while out shopping, she lost her mobile phone, so she made a claim under her policy. Aviva investigated the... (4 pages)View decision -
Decision Reference DRN-4818963
9 Jun 2024 Oakbrook Finance Limited UpheldConsumer CreditDRN-4818963 The complaint Miss A complains that Oakbrook Finance Limited trading as Likely Loans (“LL”) refused to extend her loan term when her account fell into arrears. What happened Miss A took out a loan with LL on 22 June 2022. The repayments were £178.08 per month for 36 months. In ... (4 pages)View decision -
Decision Reference DRN-4793610
9 Jun 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4793610 The complaint Mrs E complains on behalf of herself and Mr E that Nationwide Building Society authorised a payment on her credit card which took her over the credit limit. What happened In September 2023 Mr E and Mrs E went on a cruise. Mr E fell ill and had to spend some time i... (3 pages)View decision -
Decision Reference DRN-4811132
9 Jun 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4811132 The complaint Mr O complains that Barclays Bank UK PLC gave him misleading information about a balance transfer. What happened Mr O holds a credit card account with Barclays. In November 2023 he contacted Barclays via the online app to ask when his promotional interest free per... (3 pages)View decision