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 367928 results
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Decision Reference DRN-4816568
30 May 2024 Freemans Plc Not upheldConsumer CreditDRN-4816568 The complaint Mrs B complains that Freemans Plc, trading as Bon Prix, lent to her irresponsibly. What happened Mrs B applied for a shopping account with Freemans in August 2021. She was initially provided with a credit limit of £750. In July 2022 Mrs B was offered an increase i... (3 pages)View decision -
Decision Reference DRN-4678726
30 May 2024 Ageas Insurance Limited Not upheldInsuranceDRN-4678726 The complaint Mr B has complained about how Ageas Insurance Limited (Ageas) dealt with a claim under a breakdown policy. References to Ageas includes companies acting on its behalf. What happened Mr B had a European breakdown policy. While he was abroad in his car, the oil ligh... (2 pages)View decision -
Decision Reference DRN-4729821
30 May 2024 Lendable Ltd UpheldBanking and PaymentsDRN-4729821 The complaint Mr F is unhappy with Lendable Ltd’s response to his claim made under s.75 Consumer Credit Act 1974. What happened In September 2022 Mr F bought a used car from a dealer I’ll call C. The cash price of the car was £28,950 and Mr F paid a £500 deposit using his Lenda... (4 pages)View decision -
Decision Reference DRN-4552287
30 May 2024 Pure Retirement Limited Not upheldMortgagesDRN-4552287 The complaint Mr and Mrs S complain that Pure Retirement Limited gave them misleading information about how it set interest rates on their lifetime mortgage. What happened In August 2022 Mr and Mrs S took advice from a specialist broker about releasing equity from their home. T... (3 pages)View decision -
Decision Reference DRN-4592375
30 May 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4592375 The complaint C, a company, complains that Barclays Bank UK PLC unfairly froze its accounts. C has been represented in this complaint by one of its directors, Mr W. What happened In June 2023 Barclays was notified by a third-party credit and data company (“E”) that C had been s... (3 pages)View decision -
Decision Reference DRN-4552289
30 May 2024 Age Partnership Limited Not upheldMortgagesDRN-4552289 The complaint Mr and Mrs S complain that Age Partnership Limited (AP) gave them poor advice to take out a lifetime mortgage. They say it failed to explain to them that the interest rate on future drawdowns would be set by the lender’s funders and not the lender. What happened I... (3 pages)View decision -
Decision Reference DRN-4756684
30 May 2024 Action 365 Ltd Not upheldInsuranceDRN-4756684 The complaint Mr A complained that his “blackbox” motor insurance policy with Action 365 Ltd (“Action 365”) was unfairly cancelled. Mr A also complained that his policy auto renewed, and Action 365 didn’t refund his premiums when he alerted to it to him been dual insured. He wa... (3 pages)View decision -
Decision Reference DRN-4825240
30 May 2024 The Benenden Healthcare Society Limited Not upheldInsuranceDRN-4825240 The complaint Mr P complains that The Benenden Healthcare Society Limited has cancelled his healthcare plan. What happened Mr P was a member of Benenden’s healthcare plan and he paid monthly contributions. Over the past few years, Mr P has unfortunately suffered from a number o... (4 pages)View decision -
Decision Reference DRN-4722223
30 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4722223 The complaint Ms A complains that Monzo Bank Ltd hasn’t refunded her after she fell victim to a scam. What happened The background to this complaint is well known to all parties and so I’ll not go into extensive detail here. Ms A was looking for employment opportunities. She wa... (6 pages)View decision -
Decision Reference DRN-4825216
30 May 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4825216 The complaint Mr and Mrs G complain that National Westminster Bank Plc (NatWest) closed their bank accounts without providing an explanation or warning. They are also unhappy that NatWest prevented them from using the account switching service. Mr and Mrs G says this caused the... (4 pages)View decision
