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 371633 results
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Decision Reference DRN-4633985
4 Sep 2024 TRANSUNION INTERNATIONAL UK LIMITED Not upheldConsumer CreditDRN-4633985 The complaint Mr M complains that TransUnion International UK Limited (TransUnion) are reporting incorrect information on his credit file. What happened In May 2023, Mr M raised a dispute with TransUnion about two accounts showing on his credit file that he didn’t recognise... (3 pages)View decision -
Decision Reference DRN-4526749
4 Sep 2024 U K Insurance Limited Not upheldInsuranceDRN-4526749 The complaint Mr and Mrs M complain that U K Insurance Limited (UKI) handled their home insurance claim poorly. What happened Mr and Mrs M have home insurance with UKI. They made a claim for water damage to their property in October 2022. The bulk of the claim was the subjec... (2 pages)View decision -
Decision Reference DRN-5002879
4 Sep 2024 Lowell Portfolio I Ltd Not upheldConsumer CreditDRN-5002879 The complaint Miss C complains about the service she received from Lowell Portfolio I Ltd (Lowell). What happened Miss C is represented in this complaint by Mr D. In 2019, Lowell bought an outstanding debt in Miss C’s name from a business that I will refer to as V. Although ... (4 pages)View decision -
Decision Reference DRN-5001569
4 Sep 2024 U K Insurance Limited UpheldInsuranceDRN-5001569 The complaint Miss W is unhappy with the service provided by U K Insurance Limited trading as Direct Line (UKI) following a claim made on her car insurance policy. What happened Following an incident involving her car, Miss W made a claim under her policy. UKI appointed one... (6 pages)View decision -
Decision Reference DRN-4925371
4 Sep 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4925371 The complaint Mr S complains that Barclays Bank UK Plc (‘Barclays’) closed his bank account and didn’t release all of his funds after closing the account. What happened Mr S had a current account provided by Barclays. On 11 September 2023 Barclays wrote to Mr S saying it had... (4 pages)View decision -
Decision Reference DRN-4992001
4 Sep 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4992001 The complaint Mrs F complains Santander UK Plc did not correctly transfer money to an account overseas. At times, Mrs F’s husband has made representation on her behalf. But, for ease, I will refer to all submissions as having come direct from Mrs F. What happened Mrs F we... (5 pages)View decision -
Decision Reference DRN-5002831
4 Sep 2024 Open Insurance Services UK Limited UpheldInsuranceDRN-5002831 The complaint Mr C complains that Open Insurance Services UK Limited incorrectly deducted the premium for his mobile phone insurance policy twice from his account, leaving him in financial difficulty. Where I refer to Open, this includes the actions of its agents and claims... (3 pages)View decision -
Decision Reference DRN-4980972
4 Sep 2024 Legal and General Assurance Society Limited Not upheldInsuranceDRN-4980972 The complaint Mr D, Mr G1 and Mr and Mrs G2 complain - as trustees of the late Ms S’ Life Plan Trust – about Legal and General Assurance Society Limited’s (L&G) decision to turn down a claim Mr G1 made on a life assurance policy. The trust is represented by Mr G1. What happ... (6 pages)View decision -
Decision Reference DRN-4894073
4 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4894073 The complaint Miss E has complained that Monzo Bank Ltd won’t refund the money she lost after falling victim to a scam. What happened In autumn 2023, Miss E was cold-contacted by scammers offering her an online job. The job was entirely remote, with flexible hours, performin... (4 pages)View decision -
Decision Reference DRN-4778595
4 Sep 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4778595 The complaint Mr H’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance (“Novuna”) acted unfairly and unreasonably by (1) participating in an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (t... (6 pages)View decision
