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 364862 results
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Decision Reference DRN-4657411
20 Mar 2024 West Bay Insurance Plc Not upheldInsuranceDRN-4657411 The complaint Mr A has complained about West Bay Insurance Plc’s decision to reject a theft claim he made under his motorbike insurance policy. What happened Mr A bought a motorbike insurance policy through a broker online with West Bay. He made a claim for the theft of his mot... (2 pages)View decision -
Decision Reference DRN-4460620
20 Mar 2024 Coventry Building Society Not upheldMortgagesDRN-4460620 The complaint Mr J complains that Coventry Building Society (CBS) overcharged him fees when he took out a new mortgage. What happened Mr J applied for a mortgage with CBS through a broker. CBS offered to lend £148,947 on repayment terms over 26 years. Mr J also applied for a tr... (3 pages)View decision -
Decision Reference DRN-4642189
20 Mar 2024 Sainsbury's Bank Plc UpheldConsumer CreditDRN-4642189 The complaint Mrs S says Sainsbury's Bank Plc (SB) irresponsibly lent to her. What happened Mrs S took out a £10,000 loan over 60 months from SB on 25 February 2020. The monthly repayments were £211.25 and the total repayable was £12,675. Her loan account defaulted in Nove... (4 pages)View decision -
Decision Reference DRN-4487294
20 Mar 2024 Close Brothers Limited Not upheldConsumer CreditDRN-4487294 The complaint Mr B complains that a car he acquired via a conditional sale agreement with Close Brothers Limited trading as Close Brothers Motor Finance wasn’t of satisfactory quality. He would like to reject it and cancel the agreement. What happened In May 2023 Mr B acquired ... (3 pages)View decision -
Decision Reference DRN-4676710
20 Mar 2024 Starling Bank Limited UpheldBanking and PaymentsDRN-4676710 The complaint Mr G is unhappy with the costs he incurred when receiving funds into his Starling Bank Limited (‘Starling’) account. What happened Mr G had both a Euro (EUR) and Great British Pound (GBP) account with Starling. Mr G provided his Starling account details to a solic... (3 pages)View decision -
Decision Reference DRN-4663129
20 Mar 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4663129 The complaint Mrs G is unhappy that Santander UK Plc will not refund the money she lost to a flight booking scam. What happened In May 2023 Mrs G bought a flight online, using her debit card, from company W for £569.97. When she did not receive her ticket she realised she had b... (3 pages)View decision -
Decision Reference DRN-4661166
20 Mar 2024 Inter Partner Assistance SA Not upheldInsuranceDRN-4661166 The complaint Ms P has complained about the settlement offered by Inter Partner Assistance SA (‘IPA’) under her home emergency insurance policy following a pipe burst. For the avoidance of doubt, the terms ‘IPA’ includes IPA’s agents, representatives, and contractors for the pu... (4 pages)View decision -
Decision Reference DRN-4697320
20 Mar 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4697320 The complaint Mr and Mrs S complain that Barclays Bank UK PLC didn’t deal with their product transfer application fairly. They ask for compensation. What happened Mr and Mrs S had a mortgage with Barclays. Their product was due to expire and they took mortgage advice from a thi... (2 pages)View decision -
Decision Reference DRN-4677180
20 Mar 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4677180 The complaint Mr and Mrs J complain about how Advantage Insurance Company Limited handled the claim made on Mrs J’s motor insurance policy and the market value applied to the car. Mrs J is the policy holder and Mr J is a named driver on the policy. Mrs J will be referred to thr... (3 pages)View decision -
Decision Reference DRN-4697254
20 Mar 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4697254 The complaint Mrs P complains about Barclays Bank UK PLC significantly delaying her Additional Permitted Subscription (APS) ISA transfer, causing inconvenience, distress and a financial loss. What happened I issued my second provisional decision on 7 March 2024, and this is wha... (6 pages)View decision
