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-5354812
26 Feb 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5354812 The complaint Mrs S complains that Oodle Financial Services Limited trading as Oodle Car Finance (Oodle FS) was irresponsible in its lending to her. She wants to be able to return the car and have her payments refunded and any adverse information removed from her credit file... (5 pages)View decision -
Decision Reference DRN-5269517
26 Feb 2025 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-5269517 The complaint Mr A complains that American Express Services Europe Limited (AESEL) misled him with claims about savings he had made. What happened Mr A has two credit card accounts with AESEL and it offered him refunds on both if he used his cards for stays at a specified hotel... (3 pages)View decision -
Decision Reference DRN-5322992
26 Feb 2025 Santander UK Plc UpheldMortgagesDRN-5322992 The complaint This complaint is about a mortgage account Mr C and Ms C hold with Santander UK Plc. Mr C and Ms C say that Santander offered them a new interest rate product but then cancelled this without notice. As a result, the mortgage reverted to Standard Variable Rate (... (4 pages)View decision -
Decision Reference DRN-5173845
26 Feb 2025 U K Insurance Limited Not upheldInsuranceDRN-5173845 The complaint Mr Z complains U K Insurance Limited (UKI) have declined the claim he made under his motor insurance policy following the theft of a vehicle. He also complains about the information UKI have recorded on the Claims Underwriting Exchange (CUE) and the quote he wa... (4 pages)View decision -
Decision Reference DRN-5321979
26 Feb 2025 Ikano Bank AB (publ) Not upheldBanking and PaymentsDRN-5321979 The complaint Via a professional representative, Mr C has complained about Ikano Bank AB (publ)’s response to a claim he made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’). What happened In March 2019, Mr C bought a solar panel system (‘the system’) f... (2 pages)View decision -
Decision Reference DRN-5344993
26 Feb 2025 Countrywide Assured Plc UpheldInsuranceDRN-5344993 The complaint Mrs Q is unhappy with the service received from Countrywide Assured Plc including that it has delayed making monthly benefit payments under her income protection insurance policy and has underpaid her. Although Mrs Q is being represented in this complaint, for... (4 pages)View decision -
Decision Reference DRN-5239554
26 Feb 2025 Wesleyan Assurance Society Not upheldInsuranceDRN-5239554 The complaint Mr T is unhappy that Wesleyan Assurance Society declined claims made on various income protection insurance policies he had the benefit of (but have now ended). What happened The details of this complaint are well known to both parties, so I won’t repeat them ... (3 pages)View decision -
Decision Reference DRN-5275194
26 Feb 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5275194 The complaint Mrs A complains Zopa Bank Limited have unfairly defaulted her loan account. What happened I understand Mrs A took out a loan for £15,000 on 20 September 2022, and her monthly repayment was listed as £552.74 over 36 months on her credit agreement. In April 2024... (3 pages)View decision -
Decision Reference DRN-5308529
26 Feb 2025 Leeds Building Society Not upheldMortgagesDRN-5308529 The complaint Mr H has complained that Leeds Building Society will not agree to give him a residential mortgage due to the fact that he does not currently live in the UK. He considers this is discriminatory as it places civil servants that work abroad for periods in a worse ... (2 pages)View decision -
Decision Reference DRN-5283318
26 Feb 2025 First Central Underwriting Limited UpheldInsuranceDRN-5283318 The complaint Mrs A has complained about the way First Central Underwriting Limited dealt with a claim made against her car insurance policy. What happened In May 2022 First Central received a claim from a third party insurer (TPI) against Mrs A’s car insurance policy. The T... (3 pages)View decision
