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-3870396
23 Mar 2023 Starling Bank Limited UpheldBanking and PaymentsDRN-3870396 The complaint Ms L complains about Starling Bank Limited. She says that Starling didn’t do enough to protect her from being the victim of a scam and would like Starling to refund her the money she has lost What happened In February 2021, Ms L was contacted via WeChat by a scamm... (5 pages)View decision -
Decision Reference DRN-3923259
23 Mar 2023 Blue Motor Finance Ltd UpheldConsumer CreditDRN-3923259 The complaint Mr S is unhappy that a car supplied to him under a hire purchase agreement with Blue Motor Finance Ltd (Blue Motor) was of an unsatisfactory quality. What happened In October 2021, Mr S was supplied with a used car through a hire purchase agreement with Blue Motor... (4 pages)View decision -
Decision Reference DRN-4034184
23 Mar 2023 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4034184 The complaint Mr and Mrs E complain that Accredited Insurance (Europe) Ltd declined their claim on their home insurance policy. What happened Mr and Mrs E had a home insurance policy that was underwritten by Accredited. In October 2020 they made a claim after noticing cracks in... (3 pages)View decision -
Decision Reference DRN-3926645
23 Mar 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3926645 The complaint Mr S is unhappy with the service he received from Barclays Bank UK PLC surrounding their decision to close his accounts. What happened In April 2022, Mr S received a letter from Barclays which explained that they’d taken the decision to close his accounts and woul... (3 pages)View decision -
Decision Reference DRN-4039054
23 Mar 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4039054 The complaint Miss D complains that Royal & Sun Alliance Insurance Limited (RSA) unfairly declined a claim she made for subsidence damage to her garage under a home insurance policy. Miss D has a representative who dealt with RSA and its loss adjuster, but I’ll refer to Mis... (4 pages)View decision -
Decision Reference DRN-4010211
23 Mar 2023 Santander UK Plc UpheldMortgagesDRN-4010211 The complaint Miss M says Santander UK Plc (“Santander”) miscalculated her Decision in Principle (“DIP”). What happened Miss M held a fixed rate repayment mortgage with Santander which she was tied into until October 2023. She approached Santander to discuss porting her mortgag... (4 pages)View decision -
Decision Reference DRN-3900319
23 Mar 2023 Tesco Personal Finance PLC UpheldConsumer CreditDRN-3900319 The complaint Mr B complains that Tesco Personal Finance PLC (“Tesco”), trading as Tesco Bank, irresponsibly granted him a credit card he couldn’t afford to repay. What happened In June 2016 Mr B entered into an agreement with Tesco to have access to credit by way of a credit c... (3 pages)View decision -
Decision Reference DRN-4027376
23 Mar 2023 Society of Lloyd's UpheldInsuranceDRN-4027376 The complaint Ms D has complained about the way Society of Lloyd’s (SoL) have handled a claim she made under her Premier Guarantee New Home Warranty (the warranty). What happened Ms D is the owner of an apartment in a building comprised of 16 apartments which were completed in ... (19 pages)View decision -
Decision Reference DRN-4038276
23 Mar 2023 Santander UK Plc UpheldMortgagesDRN-4038276 The complaint Mr L and Mrs L complain that Santander UK Plc unfairly withdrew its offer to allow them to port their existing mortgage product with it to a new property when it found out there was Chancel Repair (CR) liability registered against the title of the new property. Th... (5 pages)View decision -
Decision Reference DRN-4027362
23 Mar 2023 Society of Lloyd's UpheldInsuranceDRN-4027362 The complaint Mrs G has complained about the way Society of Lloyd’s (SoL) have handled a claim she made under her Premier Guarantee New Home Warranty (the warranty). What happened Mrs G is the owner of an apartment in a building comprised of 16 apartments which were completed i... (19 pages)View decision
