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 363925 results
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Decision Reference DRN-4437940
15 Feb 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4437940 The complaint Mr A complains that Lloyds Bank plc (Lloyds) wouldn’t allow him to increase his credit limit and blocked his credit card causing him financial difficulties. He would like significantly more compensation than the £25 offered What happened The details of this com... (2 pages)View decision -
Decision Reference DRN-4615630
15 Feb 2024 Premier Insurance Company Limited Not upheldInsuranceDRN-4615630 The complaint Mr L complains that Premier Insurance Company Limited (“Premier”) declined a claim under his car insurance policy. The incident involved a named driver under his insurance policy, but for ease I’ll refer to him throughout. What happened Mr L had a motor insurance ... (3 pages)View decision -
Decision Reference DRN-4615293
15 Feb 2024 TF Global Markets (UK) Limited UpheldInvestmentsDRN-4615293 The complaint Mr S complains that TF Global Markets (UK) Limited (trading as “ThinkMarkets”) incorrectly categorised him as an elective professional client (EPC) in respect of his Contracts for Difference (CFD) trading account. What happened Mr S opened an account with ThinkMar... (6 pages)View decision -
Decision Reference DRN-4432740
15 Feb 2024 Brent Shrine Credit Union Limited Not upheldConsumer CreditDRN-4432740 The complaint Mr M says Brent Shrine Credit Union Limited, trading as My Community Bank, irresponsibly lent to him. What happened Mr M took out a 30-month loan for £2,800 on 30 January 2023. The monthly repayments were £132.41. Mr M says the checks Brent Shrine CU carried out d... (3 pages)View decision -
Decision Reference DRN-4603439
15 Feb 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4603439 The complaint Mr and Mrs H have complained that Admiral Insurance (Gibraltar) Limited hasn’t fully settled a claim for stolen items they made on a travel insurance policy. As it is Mrs H making the complaint, on behalf of herself and Mr H, I will mostly just be referring to Mrs... (2 pages)View decision -
Decision Reference DRN-4332858
15 Feb 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4332858 The complaint Mr S has complained that Santander UK Plc (“Santander”) froze and then closed his accounts. Mr S is unhappy that Santander closed his accounts even though he provided the information it had requested. What happened In December 2022, Santander asked Mr S to provide... (4 pages)View decision -
Decision Reference DRN-4489531
15 Feb 2024 One Insurance Limited Not upheldInsuranceDRN-4489531 The complaint Mrs G has complained about the way One Insurance Limited dealt with her request for assistance when her car broke down. Mrs G held basic breakdown cover with One Insurance Limited when she bought a car insurance policy with it. What happened In July 2023 Mrs G rep... (2 pages)View decision -
Decision Reference DRN-4623773
15 Feb 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-4623773 The complaint Mr L complains Marshmallow Insurance Limited (Marshmallow) caused unacceptable delays after he made a claim on his motor insurance policy. There are several parties and representatives of Marshmallow involved throughout the complaint but for the purposes of this c... (4 pages)View decision -
Decision Reference DRN-4592473
15 Feb 2024 Capital One (Europe) plc UpheldBanking and PaymentsDRN-4592473 The complaint Mr B complained that Capital One (Europe) plc trading as Capital One held him responsible for a debt linked to a credit card he said he didn’t apply for. Mr B is also concerned that his data was shared with a third party. What happened Both sides are familiar with... (3 pages)View decision -
Decision Reference DRN-4470304
15 Feb 2024 Yorkshire Building Society Not upheldBanking and PaymentsDRN-4470304 The complaint Mrs T is unhappy Yorkshire Building Society (YBS) sent her correspondence which included her full account number. What happened Mrs T received an e-mail from YBS which contained her full account number and the final three characters of her postcode. As she was con... (2 pages)View decision
