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-4275853
4 Sep 2023 Close Brothers Limited UpheldConsumer CreditDRN-4275853 The complaint Mr C complains about the quality of a used car that was supplied to him through a conditional sale agreement with Close Brothers Limited (CBL). What happened In May 2022, Mr C acquired a used car through a conditional sale agreement from CBL. The car was around 14... (3 pages)View decision -
Decision Reference DRN-4266709
4 Sep 2023 Covea Insurance plc UpheldInsuranceDRN-4266709 The complaint Mr D and Mrs D have complained that Covea Insurance plc (Covea) declined a claim under their home insurance policy. What happened Mr D and Mrs D made a claim for an escape of water. They had trace and access carried out along with some damage being repaired. Covea... (3 pages)View decision -
Decision Reference DRN-4326219
4 Sep 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4326219 The complaint Mr P complains that Barclays Bank UK Plc has declined to refund him payments that he made in relation to an investment scam. What happened Mr P says he fell victim to a cryptocurrency investment scam after he was added to a new WhatsApp group chat. He saw members ... (3 pages)View decision -
Decision Reference DRN-4331954
4 Sep 2023 esure Insurance Limited UpheldInsuranceDRN-4331954 The complaint Mrs S complains that esure Insurance Limited (esure) failed to obtain CCTV footage following a claim she made under her motor insurance policy. What happened In October 2022 Mrs S says a third-party collided with her parked car and drove away. She arranged for the... (4 pages)View decision -
Decision Reference DRN-4332022
4 Sep 2023 Barclays Bank UK PLC UpheldMortgagesDRN-4332022 The complaint Mr and Mrs I complain that Barclays Bank UK PLC didn’t allow them to cancel a new interest rate product for their buy to let mortgage during the cooling off period. They’d like the product fee and early repayment charge (ERC) refunded. What happened Mr I applied f... (3 pages)View decision -
Decision Reference DRN-4225882
4 Sep 2023 Madison CF UK Limited UpheldConsumer CreditDRN-4225882 The complaint Mrs M complains that Madison CF UK Limited, trading as 118 118 Money (“Madison”), lent to her without obtaining the full and correct information from her and so approved the loan when she was not able to afford it. What happened I set out here the two provisional ... (6 pages)View decision -
Decision Reference DRN-4329771
4 Sep 2023 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-4329771 The complaint Mr R has complained about his property insurer AA Underwriting Insurance Company Limited cancelling his policy because he hadn’t declared two claims. What happened In 2022 Mr R arranged new cover with AA. He told AA about a claim with his previous insurer. Shortly... (4 pages)View decision -
Decision Reference DRN-4331814
4 Sep 2023 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-4331814 The complaint Mr M complains that TRANSUNION INTERNATIONAL UK LIMITED (Transunion) have been reporting incorrect information on his credit file for the last six years. What happened I previously issued my provisional decision on this case. I intended to come to a different outc... (3 pages)View decision -
Decision Reference DRN-4050937
4 Sep 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4050937 The complaint Mr W complains that Santander UK Plc did not process his bank drafts in a reasonable timeframe. What happened Mr W deposited two Canadian bank drafts for $75,674.07 CAD and $18,186.54 CAD into his Santander account. Santander acknowledged receipt of the cheques on... (3 pages)View decision -
Decision Reference DRN-4260868
4 Sep 2023 Lloyds Bank PLC UpheldMortgagesDRN-4260868 The complaint Miss R and Mr S complain that Lloyds Bank PLC unfairly chased them to repay their mortgage arrears when they were making payments in accordance with a court order. They ask that Lloyds stops collection activity, puts aside a possession order from 2012, re- imburse... (3 pages)View decision