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 367300 results
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Decision Reference DRN-5175863
28 Nov 2024 Next Retail Limited UpheldConsumer CreditDRN-5175863 The complaint Mr B complains that Next Retail Limited trading as Next Directory did not close his Next Directory account correctly in February 2021. Mr B’s Next Directory account is a running account credit facility. Mr B says Next also failed to action his ‘Right To Be Forg... (7 pages)View decision -
Decision Reference DRN-4983057
28 Nov 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4983057 The complaint The estate of Mr S (“the estate”) complains that Royal and Sun Alliance Insurance Limited (“RSA”) failed to cancel the late Mr S’s home buildings insurance policy when instructed. The estate is represented by its executor Mrs L who is the late Mr S’s sister. What ... (3 pages)View decision -
Decision Reference DRN-5175732
28 Nov 2024 Zurich Insurance PLC UpheldInsuranceDRN-5175732 The complaint Mr S is unhappy with the decision made by Zurich Insurance PLC (Zurich) following a claim for damage to several rooms under a block building insurance policy. Zurich is the underwriter of this policy. Part of this complaint concerns the actions of third partie... (4 pages)View decision -
Decision Reference DRN-5102541
28 Nov 2024 China Taiping Insurance (UK) Co Ltd Not upheldInsuranceDRN-5102541 The complaint Mr and Mrs L, trading as a partnership which I will refer to as B, complain about the decision by China Taiping Insurance (UK) Co Ltd to decline their business interruption insurance claim, made as a result of the COVID-19 pandemic. What happened The following ... (5 pages)View decision -
Decision Reference DRN-5057756
28 Nov 2024 Santander UK Plc Not upheldMortgagesDRN-5057756 The complaint Mr A and Mrs D complain that Santander UK plc didn’t tell them they could book a new interest rate product on their mortgage and later change it if a better deal became available. As a result, they complain that their mortgage is now on a higher interest rate t... (2 pages)View decision -
Decision Reference DRN-4954419
28 Nov 2024 Kroo Bank Ltd UpheldBanking and PaymentsDRN-4954419 The complaint Mr M complains Kroo Bank Ltd (“Kroo”) won’t refund payments he says he didn’t authorise. What happened Mr M said he discovered his account had been blocked in February 2024 and when he contacted Kroo, he came to realise £16,000 had been taken from his bank acco... (4 pages)View decision -
Decision Reference DRN-5175968
28 Nov 2024 Bradford & Bingley Limited UpheldMortgagesDRN-5175968 The complaint Mr S’s complaint is that, because Bradford & Bingley Limited (B&B) failed to remove a Land Charge in 2015, he wasn’t able to complete on an equity release mortgage in September 2022. Mr S would like B&B to compensate him for his financial losses bec... (5 pages)View decision -
Decision Reference DRN-5140759
28 Nov 2024 Evergreen Finance London Limited Not upheldConsumer CreditDRN-5140759 The complaint Mr H complains that Evergreen Finance London Limited trading as MoneyBoat.co.uk was irresponsible in its lending to him. What happened Mr H was provided with a £800 fixed sum loan by MoneyBoat in April 2024. The loan term was six months and Mr H was required to... (3 pages)View decision -
Decision Reference DRN-5167984
28 Nov 2024 Startline Motor Finance Limited UpheldConsumer CreditDRN-5167984 The complaint Mrs S complains about how Startline Motor Finance Limited treated her in financial difficulties. Mrs S says Startline left her without a car and with an outstanding balance when it could have reasonably accepted her proposal. Mrs S wants Startline to either pro... (5 pages)View decision -
Decision Reference DRN-5128444
28 Nov 2024 Co-op Funeral Plans Limited UpheldFuneral Planning ServicesDRN-5128444 The complaint Miss E complains that Co-op Funeral Plans Limited hasn’t been able to amend her tailor- made cremation plan to a tailor-made burial plan. What happened The history to this complaint is well known to the parties, so I won’t repeat all the details here. In brief... (2 pages)View decision
