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-4279120
25 Aug 2023 Inter Partner Assistance SA UpheldInsuranceDRN-4279120 The complaint Mr X is unhappy that Inter Partner Assistance SA (IPA) ceased providing cover under his travel insurance policy whilst abroad. He’s also unhappy with the assistance and service he received before it ended cover. What happened Mr X has a travel insurance policy lin... (10 pages)View decision -
Decision Reference DRN-4251508
25 Aug 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4251508 The complaint Mr D has complained Santander UK plc didn’t refund him when he realised he’d had direct debits made from his account which he’d not authorised. What happened After visiting his Santander branch, Mr D found out about a series of monthly direct debits which had been... (2 pages)View decision -
Decision Reference DRN-4203615
25 Aug 2023 Everyday Lending Limited UpheldConsumer CreditDRN-4203615 The complaint Mr K complains that Everyday Lending Limited, trading as Everyday Loans, lent to him irresponsibly and without carrying out proper affordability checks. What happened Between 2016 and 2019 Everyday Loans approved five loans for Mr K. However, the dispute about the... (3 pages)View decision -
Decision Reference DRN-4199030
25 Aug 2023 Advanced Payment Solutions Limited UpheldBanking and PaymentsDRN-4199030 The complaint A company, which I’ll refer to as R, complains that Advanced Payment Solutions Limited trading as Cashplus Bank (Cashplus) is holding them liable for unauthorised payments taken from their account. Mr R, who is a director of R, brings this complaint on R’s behalf.... (3 pages)View decision -
Decision Reference DRN-4312387
25 Aug 2023 Astrenska Insurance Limited UpheldInsuranceDRN-4312387 The complaint Mr S has complained about Astrenska Insurance Limited. He isn’t happy about the way it dealt with a claim under his motor breakdown insurance policy and the poor service he received. What happened Mr S’ car broke down on a very busy road and he called Astrenska fo... (2 pages)View decision -
Decision Reference DRN-4100472
25 Aug 2023 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-4100472 The complaint Mrs K complains that the car she acquired financed through a hire purchase agreement with Mercedes-Benz Financial Services UK Ltd (MBFS) wasn't of satisfactory quality. What happened The details of this complaint are well known to both parties and have been s... (3 pages)View decision -
Decision Reference DRN-4316433
25 Aug 2023 Great Lakes Insurance SE UpheldInsuranceDRN-4316433 The complaint Mr and Mrs B have complained that Great Lakes Insurance SE (‘Great Lakes’) unfairly declined their claim. What happened Mr and Mrs B bought a travel insurance policy, underwritten by Great Lakes. They went abroad and on their return to the UK, they were delayed du... (2 pages)View decision -
Decision Reference DRN-4318627
25 Aug 2023 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-4318627 The complaint Mr H complains that The Royal Bank of Scotland Plc (RBS) provided him with poor customer service in relation to refunds under the Direct Debit Guarantee (DDG) scheme. What happened Mr H says that he asked RBS to refund money under the DDG scheme he paid to a compa... (4 pages)View decision -
Decision Reference DRN-4284800
25 Aug 2023 Lendable Ltd UpheldConsumer CreditDRN-4284800 The complaint Miss H has complained Lendable Ltd is holding her liable for a personal loan she didn’t take out. What happened A loan with Lendable for £15,000 was taken out in Miss H’s name on 22 September 2021. This was used to pay a credit card debt on 11 October 2021. At the... (3 pages)View decision -
Decision Reference DRN-4169780
25 Aug 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4169780 The complaint Miss M has complained HSBC UK Bank plc won’t refund £2,000 for a payment she didn’t make. What happened Whilst in a nightclub Miss M had her phone stolen, along with her national ID and her debit card with another bank (who I’ll call R). A week later Miss M receiv... (3 pages)View decision
