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-3878000
3 Mar 2023 Think Money Limited UpheldBanking and PaymentsDRN-3878000 The complaint Miss P complains that Think Money Limited blocked two payments she tried to make from her account in September 2022 and wasn’t called back when she raised questions about her account. What happened Miss P had an account with Think Money. The product included a bil... (2 pages)View decision -
Decision Reference DRN-3773628
3 Mar 2023 Intelligent Money Ltd UpheldPensions and AnnuitiesDRN-3773628 The complaint Mr Y complained to Intelligent Money Ltd about its failure to provide him with any paperwork regarding his Bankruptcy Solutions Pension Plan (BSPP). He says this meant he was unaware of the high charges on his plan and that his fund was invested in cash. What happ... (5 pages)View decision -
Decision Reference DRN-3989356
3 Mar 2023 Al Rayan Bank PLC UpheldBanking and PaymentsDRN-3989356 The complaint Mr S complains Al Rayan Bank PLC made changes to its digital banking that meant he was no longer able to access his account. What happened Mr S has an ISA with Al Rayan. He says he recently discovered that his account has been made dormant and he’s been asked lots... (2 pages)View decision -
Decision Reference DRN-3918744
3 Mar 2023 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-3918744 The complaint Mr T complains that Marks & Spencer Financial Services Plc, trading as M&S Bank, deliberately delayed his claim for a refund under section 75 of the Consumer Credit Act 1974 (“section 75”) in relation to his purchase of some defective patio tiles. What hap... (5 pages)View decision -
Decision Reference DRN-3995085
3 Mar 2023 Rock Insurance Services Limited UpheldInsuranceDRN-3995085 The complaint Mr and Mrs A are unhappy with the service provided by Rock Insurance Services Limited in relation to a travel insurance policy. What happened In January 2020 Mr and Mrs A took out an annual multi trip travel insurance policy. This policy was administered by Rock. ... (3 pages)View decision -
Decision Reference DRN-4001296
3 Mar 2023 Starling Bank Limited UpheldBanking and PaymentsDRN-4001296 The complaint H, a limited company, complains about Starling Bank Limited’s actions when closing its business current account and using the money left in the account to repay its Bounce Back Loan (BBL). What happened H held a business current account with Starling. H also held ... (5 pages)View decision -
Decision Reference DRN-4001026
3 Mar 2023 Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. UpheldInsuranceDRN-4001026 The complaint Ms M is unhappy with the way in which Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A.handled a claim on her travel insurance policy and the service provided. What happened Towards the end of 2019, Ms M travelled abroad. Whilst abroad she wa... (5 pages)View decision -
Decision Reference DRN-3999773
3 Mar 2023 U K Insurance Limited UpheldInsuranceDRN-3999773 The complaint Mr W is unhappy with U K Insurance Limited’s (UKI) handling of his claim under his motor insurance policy. What happened On 13 June 2022 Mr W had an accident in his car in another country. He arranged for the car to be towed away and contacted UKI to make a claim.... (3 pages)View decision -
Decision Reference DRN-3693141
3 Mar 2023 Automobile Association Insurance Services Limited UpheldInsuranceDRN-3693141 The complaint Mr M complains about how Automobile Association Insurance Services Limited (AAISL) dealt with his claim following an accident in his car. What happened Mr M’s car was hit in the rear by another driver. At the time of the accident a passer-by helped Mr M as he was ... (4 pages)View decision -
Decision Reference DRN-3863315
3 Mar 2023 Close Brothers Limited UpheldConsumer CreditDRN-3863315 The complaint Mr K complains that Close Brothers Limited trading as Close Brothers Motor Finance treated him unfairly, when he tried to return a used car which was financed under a conditional sale agreement with them. What happened In January 2022, Mr K got used car from a dea... (5 pages)View decision
