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 121876 results
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Decision Reference DRN-3228300
13 Jul 2022 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-3228300 The complaint Mr C believes Santander Consumer (UK) Plc trading as Santander Consumer Finance acted irresponsibly by agreeing a conditional sale agreement he’d applied for. Mr C is being represented in this complaint by Ms N. But, for ease of reference, my decision will refer t... (4 pages)View decision -
Decision Reference DRN-3436900
13 Jul 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3436900 The complaint Mr B complains that Barclays Bank UK PLC trading as Barclaycard reduced the credit limit on his credit card account. What happened Mr B says he had two Barclaycard credit card accounts. He says Barclaycard told him that he ought to have one account and he agreed w... (2 pages)View decision -
Decision Reference DRN-2927608
13 Jul 2022 U K Insurance Limited UpheldInsuranceDRN-2927608 The complaint Mr C has complained that UK Insurance Limited, trading as Direct Line (UKI), failed to contact him appropriately before unfairly cancelling his commercial motor insurance policy without reasonable notice. What happened I issued a provisional decision on this compl... (5 pages)View decision -
Decision Reference DRN-3464086
13 Jul 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3464086 The complaint Mr S complains that NewDay Ltd (trading as Marbles) has recorded adverse information on his credit file about a credit card that he didn’t apply for. What happened In January 2020 Mr S became aware that a credit card account had been opened in his name and that th... (3 pages)View decision -
Decision Reference DRN-3592757
13 Jul 2022 Blue Motor Finance Ltd UpheldConsumer CreditDRN-3592757 The complaint Mr M complains about the quality of a car that was supplied to him by Blue Motor Finance Ltd (BMF) under a hire purchase agreement. What happened On 27 October 2021 Mr M took out a hire purchase agreement with BMF for a car. The car was first registered in 2015 an... (6 pages)View decision -
Decision Reference DRN-3505128
13 Jul 2022 ReAssure Limited UpheldInvestmentsDRN-3505128 The complaint Mr F complains about the service received from ReAssure Limited – formerly Legal & General – referred to as “the business” or “ReAssure”. He’s unhappy that ReAssure failed to pay the proceeds of a matured plan – previously held jointly with his (now) ex-wife. ... (5 pages)View decision -
Decision Reference DRN-3591621
13 Jul 2022 National Westminster Bank Plc UpheldMortgagesDRN-3591621 The complaint Mr T complains that, though his mortgage offer from National Westminster Bank Plc agreed to cover his legal fees and “all standard disbursements” he was still charged a CHAPS fee. Although the fee was refunded, Mr T wanted NatWest to admit it was wrong. What happe... (3 pages)View decision -
Decision Reference DRN-3550453
13 Jul 2022 AWP P&C SA UpheldInsuranceDRN-3550453 The complaint Miss K complains about how AWP P&C SA (AWP) handled a claim under her home emergency insurance policy. When I mention AWP, I also mean its tradespeople and suppliers. What happened Miss K has a home emergency insurance policy with AWP. In April 2021 she notice... (3 pages)View decision -
Decision Reference DRN-3526295
13 Jul 2022 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3526295 The complaint Mrs B complains that PayPal (Europe) Sarl et Cie SCA didn’t refund her for an item, after she raised a claim under its Buyer Protection policy. A representative has been helping Mrs B with her complaint. For ease, I’ll refer to anything they’ve said as being said ... (3 pages)View decision -
Decision Reference DRN-3591572
13 Jul 2022 John Lewis Financial Services Limited UpheldBanking and PaymentsDRN-3591572 The complaint Miss F complains that John Lewis Financial Services Limited (“JL”) didn’t accept her debt management plan, but kept writing directly to her. It then lost the letter she sent, offering to settle her account, and instead applied a default, which is preventing her fr... (6 pages)View decision
