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 119464 results
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Decision Reference DRN-3563763
27 Jun 2022 Great Lakes Insurance SE UpheldInsuranceDRN-3563763 The complaint Representatives acting for a company, which I’ll refer to as V, have complained about Great Lakes Insurance SE’s handling of a claim on V’s coach and bus insurance policy. The policy is administered on Great Lakes’ behalf by a separate company. But, as Great Lakes... (4 pages)View decision -
Decision Reference DRN-3517386
27 Jun 2022 The Mortgage Works (UK) Plc UpheldMortgagesDRN-3517386 The complaint Mr P complains The Mortgage Works (UK) plc (TMW) refused his further mortgage advance, based on an inaccurate property valuation. What happened Mr P says he approached TMW in April 2021 to obtain a further advance on his buy to let mortgage (BTL) to pay for legal ... (3 pages)View decision -
Decision Reference DRN-2853930
27 Jun 2022 Loans 2 Go Limited UpheldConsumer CreditDRN-2853930 The complaint Mr L complains about two loans he received from Loans 2 Go Limited. Mr L has complained using a claims management company (CMC), but for ease I’ll refer mainly to Mr L. What happened Mr L applied for and was given the following loans by Loans 2 Go: Date Amount Ter... (4 pages)View decision -
Decision Reference DRN-3510281
27 Jun 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3510281 The complaint Miss L is unhappy that Monzo Bank Ltd hasn’t reimbursed the money she lost after she fell victim to a purchase scam. Background Both parties are aware of the circumstances of the complaint, so I won’t repeat them all here. But briefly, both parties accept that in ... (3 pages)View decision -
Decision Reference DRN-3356373
27 Jun 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3356373 The complaint Mr A has complained that Barclays Bank UK Plc (“Barclays”) migrated his account from a fee-paying Graduate Additions account to a fee-free account with a Tech Pack added, without his consent. Mr A would like a refund of the Tech Pack fees. What happened Barclays ... (4 pages)View decision -
Decision Reference DRN-3336056
27 Jun 2022 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-3336056 The complaint Mrs A is unhappy Volkswagen Financial Services (UK) Limited trading as Skoda Financial Services (‘VWFS’), declined her request for a payment deferral and then terminated her agreement when she experienced financial difficulties due to Covid-19. What happened In Ja... (4 pages)View decision -
Decision Reference DRN-3563877
27 Jun 2022 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-3563877 The complaint Ms R complains about a decision by Clydesdale Financial Services Limited, trading as Barclays Partner Finance (“BPF”) not to uphold a claim she made to them under section 75 of the Consumer Credit Act 1974 (“section 75”). What happened I issued my provisional deci... (3 pages)View decision -
Decision Reference DRN-2960054
27 Jun 2022 1plus1 Loans Limited UpheldConsumer CreditDRN-2960054 The complaint Mr M complained that 1Plus1 Loans Limited lent to him irresponsibly and provided him with an unaffordable loan. What happened Mr M was given a loan by 1Plus1 as follows: Date taken Loan status Number of monthly instalments Loan amount Monthly repayment* Total paya... (4 pages)View decision -
Decision Reference DRN-3515293
27 Jun 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3515293 The complaint Ms W is unhappy with how Santander UK Plc handled her request for a subject access request (SAR) and failed to make reasonable adjustments for her. What happened Ms W contacted Santander on 30 December 2021. She explained she had previously raised a SAR in 2019 bu... (3 pages)View decision -
Decision Reference DRN-2798927
27 Jun 2022 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-2798927 The complaint Mr G complains about the service that he has received from The Prudential Assurance Company Limited regarding the administration of his personal pension. What happened Mr G has a pension with Prudential that was taken out in 1990. Mr G has raised a number of compl... (2 pages)View decision
