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 370904 results
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Decision Reference DRN-4786956
23 May 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4786956 The complaint Miss J complains that NewDay Ltd, who I’ll call NewDay, were unreasonable to report a missed payment to the credit reference agencies while she was on a payment holiday. What happened In March 2023 NewDay wrote to Miss J to advise her that she’d missed a payment o... (2 pages)View decision -
Decision Reference DRN-4789856
23 May 2024 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-4789856 The complaint Mrs B and Mrs C are unhappy that Great Lakes Insurance UK limited (Great Lakes) declined their travel insurance claim. Any reference to Great Lakes includes all its agents. What happened On 7 July 2023, Mrs B and Mrs C took out a single trip travel insurance polic... (4 pages)View decision -
Decision Reference DRN-4813590
23 May 2024 U K Insurance Limited UpheldInsuranceDRN-4813590 The complaint Mr S complains that UK Insurance Limited (trading as Direct Line) didn’t notify him that it had decided not to automatically renew his commercial van insurance policy. What happened Mr S took out van insurance with Direct Line in April 2021 and his policy was auto... (3 pages)View decision -
Decision Reference DRN-4782944
23 May 2024 Barclays Bank Plc Not upheldInvestmentsDRN-4782944 The complaint Mr P has complained about a lack of information from Barclays Bank Plc (‘Barclays’). He held an investment in an Individual Savings Account (‘ISA’), but this investment was delisted. Mr P says this caused him a financial loss, and the loss of some of his ISA eligi... (4 pages)View decision -
Decision Reference DRN-4695208
23 May 2024 U K Insurance Limited Not upheldInsuranceDRN-4695208 The complaint Mrs P has complained that U K Insurance Limited trading as Direct Line (UKI) hasn’t recovered her policy excess from a third-party insurer after her property was damaged by an escape of water from a property above hers. What happened The details of this complaint ... (2 pages)View decision -
Decision Reference DRN-4778488
23 May 2024 ReAssure Limited Not upheldInsuranceDRN-4778488 The complaint Mrs T complains that ReAssure Limited refused to pay hospital cash benefit under her WellWoman policy after she had some medical appointments. What happened Mrs T holds a WellWoman policy with ReAssure. She had several medical appointments in August 2022, and then... (2 pages)View decision -
Decision Reference DRN-4806205
23 May 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4806205 The complaint Mr M complains that Bank of Scotland plc has not offered him appropriate support or treated him fairly while he experienced financial difficulty. What happened In 2007, Mr M took out a mortgage with Bank of Scotland on an interest only basis over a term of 20 year... (5 pages)View decision -
Decision Reference DRN-4787164
23 May 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-4787164 Complaint Mrs K has complained about a credit card Vanquis Bank Limited (“Vanquis”) provided to her. She says credit card as well as the limit increase were irresponsibly provided. Background Vanquis provided Mrs K with a credit card with an initial limit of £250 in May 2022. M... (3 pages)View decision -
Decision Reference DRN-4795726
23 May 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4795726 Complaint Ms T complains that Mitsubishi HC Capital UK PLC (trading as Novuna Personal Finance) unfairly entered into a fixed-sum loan with her. She’s said the monthly were unaffordable. Background In March 2019, Ms T sought to by a car. The purchase price of the vehicle was £1... (3 pages)View decision -
Decision Reference DRN-4709750
22 May 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4709750 The complaint Mr M complains that NewDay Ltd trading as Aqua (“Aqua”) sold his account to a third party who pursued him for a debt which he’s already paid. What happened Mr M held a credit card account with Aqua. In January 2021 he took out a debt consolidation loan to pay off ... (2 pages)View decision
