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-4251558
18 Aug 2023 Creation Financial Services Limited UpheldBanking and PaymentsDRN-4251558 The complaint Mr M complains that Creation Financial Services Limited closed his account, didn’t credit his points, a free night stay voucher or refund the annual fee. He’d like his benefits credited and compensation for the impact caused to him. What happened Mr M had a reward... (3 pages)View decision -
Decision Reference DRN-4135572
18 Aug 2023 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4135572 The complaint Mrs M complains that Tesco Personal Finance PLC trading as Tesco Bank gave her wrong information about her outstanding balance. What happened Mrs M rang Tesco to see what she owed on her account, and she was told by the call handler she had an outstanding balance ... (2 pages)View decision -
Decision Reference DRN-4298273
18 Aug 2023 Lloyds Bank PLC UpheldMortgagesDRN-4298273 The complaint Mr P’s complaint about Lloyds Bank PLC (Lloyds) relates to the temporary loss of title deeds (deeds) to his property which had been placed into their safekeeping. I issued my Provisional Decision on the 25 July 2023 and both Ms U on behalf of Mr P and Lloyds have ... (3 pages)View decision -
Decision Reference DRN-4300656
18 Aug 2023 Loans 2 Go Limited UpheldConsumer CreditDRN-4300656 Complaint Miss W has complained about a loan Loans 2 Go Limited (“L2G”) provided to her. She says the loan was unaffordable. Background L2G provided Miss W with a loan for £500 in July 2020. This loan had an APR of 1,013.2% and was due to be repaid in 18 monthly instalments of ... (3 pages)View decision -
Decision Reference DRN-4299990
17 Aug 2023 Covea Insurance plc UpheldInsuranceDRN-4299990 The complaint Mr and Mrs B complain about the settlement offered by Covea Insurance plc following a claim on their home insurance policy for storm damage. Mr and Mrs B have been represented by a third party throughout this complaint, however for ease of reading I’ve referred on... (3 pages)View decision -
Decision Reference DRN-4307249
17 Aug 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4307249 The complaint A limited company, which I’ll refer to as ‘S’ is unhappy with several aspects of the service received from Barclays Bank UK PLC surrounding the transfer of a direct debit. S’s complaint is brought to this service by its director, whom I’ll refer to as ‘Mr H’. What... (3 pages)View decision -
Decision Reference DRN-4229376
17 Aug 2023 Legal and General Assurance Society Limited UpheldInvestmentsDRN-4229376 The complaint Ms R has complained about Legal and General Assurance Society Limited’s (L&G’s) handling of waiver of premium claim under her life assurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again in ful... (2 pages)View decision -
Decision Reference DRN-4307191
17 Aug 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4307191 The complaint Mr K has complained that National Westminster Bank Plc (NatWest) are holding him liable for an overdraft debt which he says was taken out fraudulently in his name. What happened Both sides are most familiar with the case, so I’ll summarise what happened in brief. ... (4 pages)View decision -
Decision Reference DRN-4306915
17 Aug 2023 Santander UK Plc UpheldMortgagesDRN-4306915 The complaint Mr A complains about the way Santander UK Plc dealt with his application for a buy to let mortgage. He asks that it refunds costs, lends the full loan amount, and pays compensation. What happened Mr A applied to Santander for a buy to let mortgage, via a broker, i... (3 pages)View decision -
Decision Reference DRN-4302924
17 Aug 2023 DAS Legal Expenses Insurance Company Limited UpheldInsuranceDRN-4302924 The complaint Mr and Mrs B complain DAS Legal Expenses Insurance Company Limited (DAS) unfairly declined a claim under their legal expenses insurance (LEI) policy. For ease of reading, I’ve referred to only Mr B throughout my decision. What happened The circumstances of this co... (3 pages)View decision
