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-3045954
19 Apr 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3045954 The complaint Mr P is unhappy with how Santander UK Plc (Santander) handled his chargeback dispute and the delays it caused. What happened Mr P bought flights using his Santander credit card on 24 February 2020. Payment for the flights was made to a company that I will refer to... (3 pages)View decision -
Decision Reference DRN-3393924
19 Apr 2022 Western Circle Ltd UpheldConsumer CreditDRN-3393924 The complaint Mr B says Western Circle Ltd, trading as Cashfloat, lent to him irresponsibly. What happened Mr B took out four instalment loans from Cashfloat. A summary of his borrowing follows. Mr B says he should never have been given these unaffordable loans. Repaying them h... (4 pages)View decision -
Decision Reference DRN-3222462
19 Apr 2022 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3222462 The complaint Mr H and Ms S are unhappy with the way Admiral Insurance (Gibraltar) Limited (Admiral) handled their home insurance claim when their home and holiday rental property were damaged by a flood. The buildings and contents policy was in joint names but, for ease, I’ll ... (3 pages)View decision -
Decision Reference DRN-3363756
19 Apr 2022 AWP P&C SA UpheldInsuranceDRN-3363756 The complaint Miss B complains that AWP P&C SA has turned down a cancellation claim she made on a travel insurance policy. Miss B’s represented by Mr B. What happened In January 2019, Miss B booked a holiday abroad. She was due to travel between 24 February and 9 March 2020... (4 pages)View decision -
Decision Reference DRN-3436224
19 Apr 2022 Lloyds Bank PLC UpheldConsumer CreditDRN-3436224 The complaint Mr H complains that Lloyds Bank PLC unfairly closed his loan account and recorded a default on his credit file. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: Mr H took out a loan with Llo... (4 pages)View decision -
Decision Reference DRN-3334543
19 Apr 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3334543 The complaint Miss K complains about incorrect messages from Barclays Bank UK PLC (Barclays) which caused her some distress and inconvenience. She doesn’t feel the £50 compensation Barclays has offered is sufficient. What happened The details of this complaint are well known to... (2 pages)View decision -
Decision Reference DRN-3365969
19 Apr 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3365969 The complaint Mr B complains that NewDay Ltd trading as Aqua and Marbles lent irresponsibly when it approved his credit card applications and later increased the credit limit. What happened Mr B applied for a Marbles credit card in October 2016. In his application, Mr B said he... (3 pages)View decision -
Decision Reference DRN-3436740
19 Apr 2022 PrePay Technologies Limited UpheldBanking and PaymentsDRN-3436740 The complaint Mr G complains that PrePay Technologies Limited trading as Prepay Solutions (Monese) blocked his account without reason. Mr M also complains about the time taken and service received when trying to remove the block. What happened The background to this complaint a... (2 pages)View decision -
Decision Reference DRN-3428306
19 Apr 2022 Ageas Insurance Limited UpheldInsuranceDRN-3428306 The complaint Miss G, Mr R, Mrs R and Mr R complain that Ageas Insurance Limited has turned down a cancellation claim they made on their travel insurance policy. As Mr R has been the main correspondent with our service, for ease, I’ll refer mainly to him throughout this decisio... (4 pages)View decision -
Decision Reference DRN-3436871
19 Apr 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3436871 The complaint Mr R is unhappy that National Westminster Bank Plc (“NatWest”) closed his account without any notice, leaving him unable to access his funds. What happened Mr R had a NatWest account which he used to receive benefit payments which he depended upon to buy essential... (3 pages)View decision
