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 360982 results
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Decision Reference DRN-4407285
2 Mar 2024 Coventry Building Society Not upheldBanking and PaymentsDRN-4407285 The complaint Mr and Mrs R complain about how Coventry Building Society dealt with a new account application. What happened Mr and Mrs R applied for Coventry Individual Saving Accounts (ISA). Mr R says his application was approved but Coventry told Mrs R that, as she had exceed... (2 pages)View decision -
Decision Reference DRN-4506268
1 Mar 2024 HSBC UK Bank Plc Not upheldConsumer CreditDRN-4506268 The complaint Mr H complains that HSBC UK Bank Plc (HSBC) reported incorrect credit information on his credit file. What happened Mr H says that in July 2023 he realised HSBC were reporting incorrect information on his credit file. Mr H said his credit file showed that a loan a... (4 pages)View decision -
Decision Reference DRN-4635733
1 Mar 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4635733 The complaint Miss A complains that Moneybarn No 1 Limited trading as Moneybarn didn’t carry out sufficient affordability checks before they lent to her. Miss A is represented by a third party in bringing her complaint. For ease of reading I will refer only to Miss A in my deci... (3 pages)View decision -
Decision Reference DRN-4602937
1 Mar 2024 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-4602937 The complaint Mrs J complains that The Prudential Assurance Company Ltd failed to provide suitable advice when recommending she take out a Teachers Additional Voluntary Contribution (AVC) Plan in 1998. What happened Mrs J began working as a teacher in 1981 and started contribut... (4 pages)View decision -
Decision Reference DRN-4654130
1 Mar 2024 Arch Insurance (UK) Limited Not upheldInsuranceDRN-4654130 The complaint Mr C has complained that Arch Insurance (UK) Limited declined to meet a claim for malicious damage under his commercial property owner’s insurance policy. What happened The background to this complaint is well known to the parties, so I won’t repeat it in detail h... (3 pages)View decision -
Decision Reference DRN-4255995
1 Mar 2024 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-4255995 The complaint Mr T complains about the mis representation of a finance agreement in relation to a vehicle that was supplied by Santander Consumer (UK) Plc (Santander). Mr T has been represented on this complaint. But to keep things simple I’ll only refer to Mr T in my decision.... (4 pages)View decision -
Decision Reference DRN-4633490
1 Mar 2024 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-4633490 The complaint Mrs P complains that Marks & Spencer Financial Services Plc (MSFS) irresponsibly gave her a credit card that she said she couldn’t afford. What happened In November 2019 Mrs P applied for a credit card account with MSFS. Her application was accepted and MSFS i... (4 pages)View decision -
Decision Reference DRN-4623554
1 Mar 2024 Great Lakes Insurance SE UpheldInsuranceDRN-4623554 The complaint Ms H complains about the decision by Great Lakes Insurance SE to turn down her travel insurance claim. What happened Ms H holds annual travel insurance cover with Great Lakes. She was scheduled to get a connecting flight to her holiday destination, but missed thi... (2 pages)View decision -
Decision Reference DRN-4382084
1 Mar 2024 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-4382084 The complaint Mr S is complaining about the way Accredited Insurance (Europe) Ltd (AIE) has handled a claim he made on his buildings insurance policy. Any reference to AIE also includes the actions of any company it’s instructed to act on its behalf. Mr S’s wife has acted on hi... (5 pages)View decision -
Decision Reference DRN-4520680
1 Mar 2024 Black Horse Limited Not upheldConsumer CreditDRN-4520680 The complaint Mrs M complains that Black Horse Limited trading as Land Rover Financial Services (“Black Horse”) have not treated her fairly when she’s fallen into arrears on her car finance agreement. What happened Mrs M took out a hire purchase agreement for a car with Black H... (4 pages)View decision
