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 369228 results
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Decision Reference DRN-5311166
26 Feb 2025 Lendable Ltd Not upheldConsumer CreditDRN-5311166 The complaint Mr S complains that Lendable Ltd defaulted his account even though he resumed monthly payments after he received a default notice. What happened Mr S has a loan account with Lendable. The loan was taken out on 6 March 2023 in the sum of £6,315.00 for a term of ... (3 pages)View decision -
Decision Reference DRN-5348146
26 Feb 2025 ClearBank Limited Not upheldBanking and PaymentsDRN-5348146 The complaint A company, which I’ll refer to as M, complains that ClearBank Limited has declined to refund an unauthorised payment. Mr and Mrs M, who are directors of M have brought the complaint on M’s behalf. M holds a business bank account with Tide and Tide’s bank accoun... (4 pages)View decision -
Decision Reference DRN-5252701
26 Feb 2025 U K Insurance Limited Not upheldInsuranceDRN-5252701 The complaint Mr A has complained that U K Insurance Limited declined a claim he made under his annual travel insurance policy. What happened The background to this complaint is well known to the parties so I won’t detail it in full here. In summary Mr A booked a skiing holi... (2 pages)View decision -
Decision Reference DRN-5271807
26 Feb 2025 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-5271807 The complaint Mr N complains that Sainsbury’s Bank Plc wrongly declined his claim under section 75 of the Consumer Credit Act 1974 (“section 75”) after work on his central heating system was not carried out to a satisfactory and was not completed. What happened In February 2... (3 pages)View decision -
Decision Reference DRN-5355207
26 Feb 2025 Sky UK Limited Not upheldConsumer CreditDRN-5355207 The complaint Ms L complains about the outstanding amount owed under a fixed sum loan agreement she has with Sky UK Limited. What happened In November 2023, Ms L took out a fixed sum loan agreement with Sky, to pay for a brand new mobile telephone device. Ms L says that as p... (3 pages)View decision -
Decision Reference DRN-5359186
26 Feb 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5359186 The complaint Mr and Mrs P are unhappy with the way Royal & Sun Alliance Insurance Limited has dealt with a claim made for subsidence under a home insurance policy. What happened The full details of the complaint are well known to both parties, so I won’t repeat them aga... (6 pages)View decision -
Decision Reference DRN-5359146
26 Feb 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5359146 The complaint Ms H is unhappy that Nationwide Building Society didn’t contact her when they didn’t receive ISA reinvestment instructions from her. What happened Ms H has a fixed-term ISA with Nationwide which she had held for many years and reinvested several times. Ms H’s ... (3 pages)View decision -
Decision Reference DRN-5284931
26 Feb 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5284931 The complaint Mr M complains about the service he received from NewDay Ltd trading as Marbles. What happened Mr M has a credit card account with Marbles. As he has been experiencing financial difficulties, Marbles agreed to a payment holiday and then breathing space. Mr M is... (3 pages)View decision -
Decision Reference DRN-5310816
26 Feb 2025 One Insurance Limited Not upheldInsuranceDRN-5310816 The complaint Mr P complains that One Insurance Limited (“One”) should pay a claim on his van insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a double-cab pick-up vehicle, first registered in 2020. Mr P acquired the vehic... (3 pages)View decision -
Decision Reference DRN-5357627
26 Feb 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5357627 The complaint Miss F complains Barclays Bank UK PLC trading as Barclaycard hasn’t accepted a promissory note as payment towards her outstanding credit card balance. What happened In September 2024, Miss F wrote to Barclaycard with a promissory note a... (2 pages)View decision
