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 388057 results
-
Decision Reference DRN-5393577
30 Apr 2025 Marshmallow Insurance Limited UpheldInsuranceDRN-5393577 The complaint Miss Z has complained that Marshmallow Insurance Limited avoided (treated it as if it never existed) her motor insurance policy and refused to pay her claim. What happened Miss Z took out a motor insurance policy with Marshmallow through an online price compar... (3 pages)View decision -
Decision Reference DRN-5506523
30 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5506523 The complaint Mr K, who is represented by a third party in this complaint, complained to Lloyds Bank PLC (“Lloyds”) in January 2024 about an overdraft facility that was first provided to him in December 2011. Mr K says Lloyds acted irresponsibly in providing him with overdr... (4 pages)View decision -
Decision Reference DRN-5520870
30 Apr 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5520870 The complaint Mr B complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr B applied for an Aqua credit card in September 2022. In his application, Mr B said he had an i... (2 pages)View decision -
Decision Reference DRN-5465697
30 Apr 2025 National Savings and Investments Not upheldBanking and PaymentsDRN-5465697 The complaint Ms W complains National Savings and Investments (NS&I) has not been able to provide all of the information she wants about her Premium Bond for which she holds the certificate. What happened Ms W said she came across a Premium Bond certificate in her name.... (3 pages)View decision -
Decision Reference DRN-5372354
30 Apr 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldMortgagesDRN-5372354 The complaint Ms C complains that National Westminster Bank Public Limited Company trading as Ulster Bank (UB) told her in error that a previous complaint she had made about her mortgage had been reactivated, which meant that her switch to a new fixed rate was delayed. She w... (5 pages)View decision -
Decision Reference DRN-5320885
30 Apr 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5320885 The complaint Mr A, using a professional representative (“the PR”) has complained that Clydesdale Financial Services trading as Barclays Partner Finance (“the Lender”) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section ... (3 pages)View decision -
Decision Reference DRN-5366288
30 Apr 2025 Lendable Ltd UpheldConsumer CreditDRN-5366288 The complaint Mr P has complained about the quality of a car he acquired using finance from Lendable Ltd trading as Autolend. What happened Mr P entered into a finance agreement with Autolend for a used car. At this point, it was around six years old and had 94,368 miles on ... (3 pages)View decision -
Decision Reference DRN-5521087
30 Apr 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5521087 The complaint Mr P and Mrs Z’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (... (23 pages)View decision -
Decision Reference DRN-5181966
30 Apr 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5181966 The complaint Mrs H has complained about the way Santander UK Plc (“Santander”) responded to claims she’d made under chargeback and section 75 (“s.75”) of the Consumer Credit Act 1974 (“the CCA”). What happened On 24 January 2023, Mrs H paid a deposit of approximately £2,70... (4 pages)View decision -
Decision Reference DRN-5334487
30 Apr 2025 esure Insurance Limited Not upheldInsuranceDRN-5334487 The complaint Mr G complains esure Insurance Limited (esure) unfairly settled his claim on his motor insurance policy after his car was classed as a total loss. He also complains about delays with his claim, the courtesy car provided and that it declined to pay storage costs... (4 pages)View decision