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-3351534
22 Apr 2022 Morses Club PLC UpheldConsumer CreditDRN-3351534 The complaint Miss E complains that Morses Club PLC lent to her irresponsibly. And Miss E says that Morses knew about her mental health issues and she never understood the terms regarding the refinance of loans for rebates. What happened Using information from Morses, here is a... (10 pages)View decision -
Decision Reference DRN-3410786
22 Apr 2022 Nationwide Building Society UpheldBanking and PaymentsDRN-3410786 The complaint Mrs L complains about a missed payment recorded on her credit file by Nationwide Building Society. What happened Mrs L has a credit card with Nationwide. Mrs L has explained that at the start of 2021 she suffered some serious health problems that affected her sigh... (3 pages)View decision -
Decision Reference DRN-3418845
22 Apr 2022 TSB Bank plc UpheldMortgagesDRN-3418845 The complaint Mr R complains about how TSB Bank plc managed his mortgage at the end of a coronavirus payment deferral. He complains that it took two payments in error, gave him misleading information and recorded incorrect information with the credit reference agencies. What ha... (5 pages)View decision -
Decision Reference DRN-3442992
22 Apr 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3442992 The complaint Mr M complains that Santander UK Plc blocked his account. Mr M also complains about the time taken and service provided by Santander when completing its review. What happened On 29 April 2021 a payment for £3,700 was made to Mr M’s account with Santander. The pay... (2 pages)View decision -
Decision Reference DRN-3376935
22 Apr 2022 esure Insurance Limited UpheldInsuranceDRN-3376935 The complaint Mr O complains about esure Insurance Limited’s handling of a claim under his car insurance policy. What happened Mr O’s car was damaged by a third party. He made a claim to esure and was provided with a hire car. esure decided Mr O’s car was a write-off and confir... (6 pages)View decision -
Decision Reference DRN-3443073
22 Apr 2022 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-3443073 The complaint Mr W is unhappy with charges Mercedes-Benz Financial Services UK Limited (‘MBFS’) applied for damage to a car when it was returned. What happened In October 2017 Mr W acquired a car using a hire purchase agreement provided by MBFS. Towards the end of the contract ... (6 pages)View decision -
Decision Reference DRN-3427133
21 Apr 2022 Building Block Insurance PCC Ltd UpheldInsuranceDRN-3427133 The complaint Mr M complains that Building Block Insurance PCC Ltd (BBI) declined his pet insurance claim. My references to BBI include its agents. What happened Mr M had pet insurance for his dog, insured by BBI. He claimed for vet fees relating to his dog’s diabetes. BBI revi... (3 pages)View decision -
Decision Reference DRN-3434111
21 Apr 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3434111 The complaint Mr L has complained that Santander UK Plc (“Santander”) rejected his claim against it under section 75 of the Consumer Credit Act 1974 in relation to his purchase of some solar panels. Background Mr L bought solar panels for his home in November 2018. He paid the ... (2 pages)View decision -
Decision Reference DRN-3391831
21 Apr 2022 One Insurance Limited UpheldInsuranceDRN-3391831 The complaint Mr M and Mrs M have complained that One Insurance Limited (One Insurance) declined a claim under an accidental damage policy for their home. What happened Mr M and Mrs M contacted One Insurance to make a claim when a mirror fell off the wall, which broke the mirro... (2 pages)View decision -
Decision Reference DRN-3169494
21 Apr 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3169494 The complaint Mr T complains that NewDay Ltd (“NewDay”) has refused to refund payments he made to what he believed was a legitimate binary options trading company (Tradorax). These payments were made using Mr T’s NewDay Mastercard credit card. What happened The circumstances o... (4 pages)View decision
