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 364422 results
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Decision Reference DRN-4862929
27 Jun 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-4862929 The complaint Ms R complains that Vanquis Bank Limited lent irresponsible when it approved her credit card application. What happened In February 2020 Ms R applied for a credit card with Vanquis. In her application, Ms R said she was employed with a monthly income of £1,987 and... (3 pages)View decision -
Decision Reference DRN-4731367
27 Jun 2024 Brown Shipley & Co Limited UpheldInvestmentsDRN-4731367 The complaint Ms B has complained after restrictions were placed on her investment account held with Brown Shipley & Co Limited trading as Brown Shipley. Ms B is being represented with this complaint, but for ease I will refer to all actions and comments as those of Ms B. W... (4 pages)View decision -
Decision Reference DRN-4876198
27 Jun 2024 Covea Insurance plc Not upheldInsuranceDRN-4876198 The complaint Mr C complains that Covea Insurance plc rejected a claim on his Tradesman and Professionals insurance policy and that there were delays dealing with the claim. What happened Mr C made a claim on his policy after a roller was stolen from a building site where he wa... (3 pages)View decision -
Decision Reference DRN-4874055
27 Jun 2024 Starling Bank Limited UpheldBanking and PaymentsDRN-4874055 Complaint T complains that Starling Bank Limited didn’t pay a refund after it fell victim to a fraud. T is a limited company, and this complaint is brought on its behalf by one of its directors, Mr S. For the sake of readability, I’ve generally referred to Mr S throughout the t... (3 pages)View decision -
Decision Reference DRN-4654794
27 Jun 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4654794 The complaint Mr J complains Revolut Ltd won’t refund the £750 he lost as part of an investment scam. What happened In August 2023, Mr J was introduced to what he believed to be a legitimate investment opportunity with a company I’ll refer to as “I”. Mr J has explained he was p... (4 pages)View decision -
Decision Reference DRN-4876811
27 Jun 2024 RAC Insurance Limited UpheldInsuranceDRN-4876811 The complaint Miss A and Mr C have complained about the service provided by RAC Insurance Limited when their campervan broke down in Central Europe. Any reference to RAC includes its agents. What happened Miss A and Mr C’s campervan broke down on a motorway in Central Europe in... (4 pages)View decision -
Decision Reference DRN-4834539
27 Jun 2024 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-4834539 The complaint Ms M complains that Santander Consumer (UK) Plc (“Santander”) gave her a loan without conducting an affordability assessment. Ms M also says that when her circumstances changed Santander didn’t help her for example by lowering the loan interest rate. Due to Santan... (4 pages)View decision -
Decision Reference DRN-3971765
27 Jun 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3971765 The complaint Mr H has complained about Creation Consumer Finance Ltd (‘Creation’)’s response to a claim he made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’) and in relation to allegations of an unfair relationship taking in to account Section 140A (‘s.... (5 pages)View decision -
Decision Reference DRN-4819424
27 Jun 2024 Bastion Insurance Company Limited Not upheldInsuranceDRN-4819424 The complaint Mr P complains that Bastion Insurance Company Limited has unfairly declined a claim made on his insurance. What happened Mr P has a Landlords Property Care – Kitchen and Boiler insurance in place for a property he lets out. The policy was changed to a landlord po... (2 pages)View decision -
Decision Reference DRN-4748660
27 Jun 2024 U K Insurance Limited UpheldInsuranceDRN-4748660 The complaint Mr Y complains about how U K Insurance Limited trading as Direct Line handled a claim he made on his motor insurance policy. What happened Mr Y holds a motor insurance policy with Direct Line. When his vehicle was involved in an accident with a delivery van in Sep... (2 pages)View decision
