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 120469 results
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Decision Reference DRN-3649363
2 Sep 2022 Insurance Factory Ltd UpheldInsuranceDRN-3649363 The complaint Mr C complains that Insurance Factory Ltd cancelled his motor insurance policy. What happened Mr C took out a telematics policy through Insurance Factory. Insurance Factory said the telematics device had recorded excessive speed. And so it said it cancelled the po... (3 pages)View decision -
Decision Reference DRN-3445051
2 Sep 2022 Barclays Bank UK PLC UpheldMortgagesDRN-3445051 The complaint Mr S complains that when he checked his credit file in February 2021 that Barclays Bank UK PLC had registered 6 markers on his account which he was unaware of, and Barclays hadn’t made sufficient effort to contact him. Mr S wants his credit file rectified as he an... (4 pages)View decision -
Decision Reference DRN-3667683
2 Sep 2022 Morses Club PLC UpheldConsumer CreditDRN-3667683 The complaint Mr M, through his representative complains that Morses Club PLC lent to him irresponsibly. What happened Mr M was approved for five loans and using Morses’ information here is a brief loan table. Loan Start Date End Date Capital Amount Interest amount Term Repayme... (5 pages)View decision -
Decision Reference DRN-3672351
2 Sep 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3672351 The complaint Mr R complains about account fees which have been applied by Santander UK Plc and not paying him any cashback. What happened Mr R holds a bank account with Santander and says they started charging an account fee when his account has always been free. And, he says ... (3 pages)View decision -
Decision Reference DRN-3680442
2 Sep 2022 Black Horse Limited UpheldConsumer CreditDRN-3680442 The complaint Miss M complains about the support she has received from Black Horse Limited (“BHL”) in relation to a hire purchase agreement she has with it. What happened Miss M is represented in her complaint but for ease of reading I’ve referred to everything said on her beha... (5 pages)View decision -
Decision Reference DRN-3681021
2 Sep 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3681021 The complaint Ms K is unhappy that Lloyds Bank PLC (“Lloyds”) hasn’t refunded her in full after she was the victim of a scam. What happened In May 2021 Ms K was contacted by scammers claiming to be from her internet provider. She’d been expecting a call from this company as she... (4 pages)View decision -
Decision Reference DRN-3587753
2 Sep 2022 Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. UpheldInsuranceDRN-3587753 The complaint Mrs K and Mr N complain that Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. (Mapfre) declined their travel insurance claims and about its service. My references to Mapfre include its agents. What happened In July 2019 Mrs K and Mr N booked... (3 pages)View decision -
Decision Reference DRN-3680895
2 Sep 2022 Barclays Bank UK PLC UpheldMortgagesDRN-3680895 The complaint Miss C complains that Barclays Bank UK PLC didn’t deal fairly with her mortgage application. She says it delayed and then reduced the amount it would lend without a credible explanation. Miss C asks for a mortgage offer and compensation. What happened Miss C appli... (3 pages)View decision -
Decision Reference DRN-3672394
2 Sep 2022 Highway Insurance Company Limited UpheldInsuranceDRN-3672394 The complaint Miss B complains that Highway Insurance Company Limited mishandled her claim on a motorhome insurance policy. Where I refer to Highway or the insurer, I refer to the above-named insurance company and I include employees and others insofar as I hold Highway respons... (4 pages)View decision -
Decision Reference DRN-1312520
2 Sep 2022 Vanquis Bank Limited UpheldBanking and PaymentsDRN-1312520 The complaint Mr W's unhappy that Vanquis Bank Limited contacted him to review his agreed repayment arrangement and that it didn’t take account of his health condition when corresponding with him about a transfer of his account. What happened In 2017, following some person... (3 pages)View decision
