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 360264 results
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Decision Reference DRN-5329238
13 Feb 2025 Secure Trust Bank Plc UpheldConsumer CreditDRN-5329238 The complaint Mr M complains about the quality of a car supplied to him by Secure Trust Bank Plc trading as Moneyway (“Moneyway”) under a hire purchase agreement (“agreement”). What happened In October 2022 Mr M entered into an agreement with Moneyway for a nine and half ye... (5 pages)View decision -
Decision Reference DRN-5073194
13 Feb 2025 Marsh Finance Limited UpheldConsumer CreditDRN-5073194 The complaint Mr R complains about the quality of a used car he acquired through a hire purchase agreement with Marsh Finance Limited (‘Marsh’). Mr R says that the car wasn’t of reasonable quality and Marsh didn’t help him when he had problems with it. What happened Our Inv... (5 pages)View decision -
Decision Reference DRN-5108499
13 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5108499 The complaint Ms L complains that Santander UK Plc hasn’t refunded her after she fell victim to a scam. What happened The background to this complaint is well-known to both parties and the facts are not in dispute. And so I’ll only summarise the key details of what happened.... (4 pages)View decision -
Decision Reference DRN-5242353
13 Feb 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5242353 The complaint Miss T complains about Accredited Insurance (Europe) Ltd’s (“Accredited”) service during a claim for pest removal under her home emergency insurance policy. What happened Miss T had a home emergency insurance policy with Accredited covering her home. In Septemb... (3 pages)View decision -
Decision Reference DRN-5272852
13 Feb 2025 Financial & Legal Insurance Company Ltd Not upheldInsuranceDRN-5272852 The complaint Mr L is unhappy Financial & Legal Insurance Company Ltd turned down a claim he made on his motor legal protection insurance policy. What happened In 2023 Mr L was involved in a motorbike accident in Serbia. He sought assistance from his motor legal policy w... (2 pages)View decision -
Decision Reference DRN-5225091
13 Feb 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5225091 The complaint Mrs P complains that AXA PPP Healthcare Limited has turned down a claim she made on a personal private medical insurance policy. While Mrs P’s solicitor is now representing her, I’ve referred to Mrs P for ease of reading. What happened The background to this co... (5 pages)View decision -
Decision Reference DRN-5239857
13 Feb 2025 AmTrust Specialty Limited UpheldInsuranceDRN-5239857 The complaint P, a limited company, complains about what Amtrust Europe Limited did after it made a claim on its legal expenses insurance policy. What happened In September 2020 P sought assistance from its legal expenses policy. It said there had been countless problems wit... (4 pages)View decision -
Decision Reference DRN-5285522
13 Feb 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5285522 The complaint Mrs T complains Clydesdale Bank Plc trading as Virgin Money unfairly closed her account and didn’t allow her to clear her overdraft. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. M... (4 pages)View decision -
Decision Reference DRN-4976947
13 Feb 2025 The Royal Bank of Scotland Plc Not upheldMortgagesDRN-4976947 The complaint Ms M complains that The Royal Bank of Scotland Plc (RBS) haven’t treated her fairly while she’s been having financial difficulties with her mortgage payments. She says RBS is trying to repossess her home. She also complains that she wasn’t told about a fee that... (3 pages)View decision -
Decision Reference DRN-5294897
13 Feb 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5294897 The complaint Mr S is unhappy that Santander UK Plc didn’t provide his online banking credentials in timely manner which meant he was unable to access his account via online banking. What happened On 8 September 2023, Mr S opened a savings account with Santander online and ... (3 pages)View decision
