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-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 -
Decision Reference DRN-4196871
17 Aug 2023 Loans 2 Go Limited UpheldConsumer CreditDRN-4196871 The complaint Mr M complains that the loan he had from Loans 2 Go Limited was unaffordable. What happened Mr M had one loan from Loans 2 Go on 9 August 2022, which is still outstanding, as outlined below: Loan Date Amount Term Fortnightly Repayment Due 1 9 Aug 2022 £1,500 96w £... (3 pages)View decision -
Decision Reference DRN-4151446
17 Aug 2023 U K Insurance Limited UpheldInsuranceDRN-4151446 The complaint Mr R complains U K Insurance Limited has handled his property insurance claim poorly. For simplicity I’ve referred to UKI’s agents’ and contractors’ actions as being its own. What happened In January 2021 Mr R made a claim against his UKI insurance policy when his... (3 pages)View decision -
Decision Reference DRN-4195345
17 Aug 2023 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-4195345 The complaint Mrs H complains about the way Lloyds Bank General Insurance Limited has dealt with a claim she made under her home insurance policy. Reference to Lloyds includes its agents and representatives. What I’ve decided – and why I’ve considered all the available evidence... (2 pages)View decision -
Decision Reference DRN-4296934
17 Aug 2023 Mulsanne Insurance Company Limited UpheldInsuranceDRN-4296934 The complaint Mr S has complained that Mulsanne Insurance Company Limited failed to authorise the repairs to his car under his motor insurance policy following an accident. What happened Mr S was involved in an accident on 7 January 2023 which he reported. He chose to have his ... (3 pages)View decision -
Decision Reference DRN-4273088
17 Aug 2023 Chetwood Financial Limited UpheldConsumer CreditDRN-4273088 The complaint Mr C complains that Chetwood Financial Limited was irresponsible to lend to him. What happened Mr C had three loans from Chetwood between February 2020 and March 2022 as follows: Loan Date Amount Term Monthly Repayment Due Repaid 1 19 Feb 2020 £3,000 24m £145.62 1... (4 pages)View decision -
Decision Reference DRN-4306746
17 Aug 2023 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-4306746 The complaint Miss T complains that Marks & Spencer Financial Services Plc (M&S) lent to her irresponsibly and didn’t support her in financial difficulty. What happened Miss T had a credit card from M&S since 2013. The limit was originally £1,500. Limit increases we... (5 pages)View decision