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 125400 results
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Decision Reference DRN-4437940
15 Feb 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4437940 The complaint Mr A complains that Lloyds Bank plc (Lloyds) wouldn’t allow him to increase his credit limit and blocked his credit card causing him financial difficulties. He would like significantly more compensation than the £25 offered What happened The details of this com... (2 pages)View decision -
Decision Reference DRN-4615293
15 Feb 2024 TF Global Markets (UK) Limited UpheldInvestmentsDRN-4615293 The complaint Mr S complains that TF Global Markets (UK) Limited (trading as “ThinkMarkets”) incorrectly categorised him as an elective professional client (EPC) in respect of his Contracts for Difference (CFD) trading account. What happened Mr S opened an account with ThinkMar... (6 pages)View decision -
Decision Reference DRN-4603439
15 Feb 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4603439 The complaint Mr and Mrs H have complained that Admiral Insurance (Gibraltar) Limited hasn’t fully settled a claim for stolen items they made on a travel insurance policy. As it is Mrs H making the complaint, on behalf of herself and Mr H, I will mostly just be referring to Mrs... (2 pages)View decision -
Decision Reference DRN-4332858
15 Feb 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4332858 The complaint Mr S has complained that Santander UK Plc (“Santander”) froze and then closed his accounts. Mr S is unhappy that Santander closed his accounts even though he provided the information it had requested. What happened In December 2022, Santander asked Mr S to provide... (4 pages)View decision -
Decision Reference DRN-4623773
15 Feb 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-4623773 The complaint Mr L complains Marshmallow Insurance Limited (Marshmallow) caused unacceptable delays after he made a claim on his motor insurance policy. There are several parties and representatives of Marshmallow involved throughout the complaint but for the purposes of this c... (4 pages)View decision -
Decision Reference DRN-4592473
15 Feb 2024 Capital One (Europe) plc UpheldBanking and PaymentsDRN-4592473 The complaint Mr B complained that Capital One (Europe) plc trading as Capital One held him responsible for a debt linked to a credit card he said he didn’t apply for. Mr B is also concerned that his data was shared with a third party. What happened Both sides are familiar with... (3 pages)View decision -
Decision Reference DRN-4623715
15 Feb 2024 One Call Insurance Services Limited UpheldInsuranceDRN-4623715 The complaint Mr V complained that his broker, One Call Insurance Services Limited (“One Call”), didn’t provide him with the option to cancel the automatic renewal of his policy online via its portal. What happened When Mr V initially took out his policy it contained an auto re... (3 pages)View decision -
Decision Reference DRN-4623585
15 Feb 2024 Marks & Spencer Financial Services plc UpheldConsumer CreditDRN-4623585 The complaint Mr G has complained that M&S Financial Services Plc (“M&S”) irresponsibly lent to him when it granted him a credit card. What happened Mr G opened a credit card account with M&S in August 2019. One month later M&S agreed to increase his credit limi... (3 pages)View decision -
Decision Reference DRN-4619819
15 Feb 2024 Loans 2 Go Limited UpheldConsumer CreditDRN-4619819 Complaint Mr D has complained about a loan Loans 2 Go Limited (“L2G”) provided to him. He says the loan was unaffordable and this would have been determined had proportionate checks been carried out. Background L2G provided Mr D with a loan for £1,750.00 in October 2022. The lo... (4 pages)View decision -
Decision Reference DRN-4603472
15 Feb 2024 Black Horse Limited UpheldConsumer CreditDRN-4603472 The complaint Mr M complains about the redress provided by Black Horse Limited, trading as Land Rover Financial Services (who I’ll call Black Horse), and delays in receiving payments. What happened I issued my provisional decision on this complaint earlier in the year. An extra... (3 pages)View decision
