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 381196 results
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Decision Reference DRN-5270845
13 Feb 2025 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5270845 The complaint Mr L and Mrs L have complained that ARAG Legal Expenses Insurance Company (ARAG) unfairly dealt with a claim under their home emergency policy. As Mr L mainly seemed to deal with the claim and complaint, for ease, I will normally only refer to him. What happe... (2 pages)View decision -
Decision Reference DRN-5310599
13 Feb 2025 Tesco Underwriting Limited Not upheldInsuranceDRN-5310599 The complaint Mr M has complained about Tesco Underwriting Limited’s decision not to settle a claim as a non fault claim under his car insurance policy. What happened Mr M reported an incident involving another vehicle to his insurer, Tesco. Tesco contacted the third party i... (2 pages)View decision -
Decision Reference DRN-5314675
13 Feb 2025 Pepper (UK) Limited Not upheldMortgagesDRN-5314675 The complaint Mr B complains that Pepper (UK) Limited trading as Engage Credit treated him unfairly when he asked for help with his buy-to-let mortgage. What happened In 2019, Mr B took out a buy-to-let mortgage with Pepper Money, which was a trading name of Pepper (UK). Eng... (3 pages)View decision -
Decision Reference DRN-4921719
13 Feb 2025 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-4921719 The complaint Mr C complains that Sainsbury's Bank plc won’t refund to him the money that he paid for a car service. What happened Mr C used his Sainsbury’s Bank credit card in December 2023 to pay £249.92 to an online car maintenance service for his car to be serviced ... (3 pages)View decision -
Decision Reference DRN-5293177
13 Feb 2025 Kensington Mortgage Company Limited Not upheldMortgagesDRN-5293177 The complaint Mr B has complained about a mortgage he holds with Kensington Mortgage Company Limited. What happened Mr B took this mortgage out in October 2006 through a mortgage broker. Mr B already owned the property having bought it the year before, and this was a remortg... (6 pages)View decision -
Decision Reference DRN-5189938
13 Feb 2025 Black Horse Limited UpheldConsumer CreditDRN-5189938 The complaint Miss C complains that a car that was supplied to her under a hire purchase agreement with Black Horse Limited wasn’t of satisfactory quality. What happened A used car was supplied to Miss C under a hire purchase agreement with Black Horse that she electronicall... (4 pages)View decision -
Decision Reference DRN-5164098
13 Feb 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5164098 The complaint Mr B has complained that Shop Direct Finance Company Limited trading as very acted irresponsibly when it provided him with a catalogue shopping account in June 2020. What happened Mr B applied for a catalogue shopping account with Very in June 2020. His applica... (3 pages)View decision -
Decision Reference DRN-5210740
13 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5210740 The complaint Mr R complains Revolut Ltd didn’t do enough to protect him when he lost money to an impersonation scam. What happened Mr R says that on 19 October 2023 he inadvertently clicked on a phishing link within a message he’d received advising him he needed to pay a p... (6 pages)View decision -
Decision Reference DRN-5320879
13 Feb 2025 Santander UK Plc Not upheldMortgagesDRN-5320879 The complaint Mr L is unhappy that Santander UK Plc said he was personally liable for a debt that wasn’t his. What happened Mr L is the personal representative of The estate of Mrs L. Mrs L held what was originally a joint mortgage taken out with Abbey (taken over by Santand... (3 pages)View decision -
Decision Reference DRN-5327553
13 Feb 2025 U.S. Bank Europe DAC UpheldBanking and PaymentsDRN-5327553 The complaint A company I’ll call M complains that U.S. Bank Europe DAC (Elavon) blocked and closed its account, without giving notice and without explaining why. M is represented by its director, Mr G. What happened On 16 July 2023, Elavon blocked M’s merchant services acc... (3 pages)View decision
