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 365360 results
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Decision Reference DRN-4352276
21 Feb 2024 Trussle Lab Ltd Not upheldMortgagesDRN-4352276 The complaint This complaint is about a mortgage Mrs and Mr D took out on the advice and recommendation of Trussle Lab Ltd trading as Better. They’re unhappy with the service from Better, which included it cancelling their application altogether for several weeks. A mortgage wa... (3 pages)View decision -
Decision Reference DRN-4618236
21 Feb 2024 Assurant General Insurance Limited Not upheldInsuranceDRN-4618236 The complaint Mr A’s complaint is about a claim he made on his Assurant General Insurance Limited (‘Assurant’) mobile phone insurance policy. Mr A is unhappy with the outcome of that claim. What happened Mr A had a problem with his phone screen so made a claim on his Assurant m... (2 pages)View decision -
Decision Reference DRN-4471427
21 Feb 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4471427 The complaint Mr F complains that Santander UK Plc unreasonably closed his accounts after he received payments later reported as fraud. He also complains of the difficulties in collecting the remaining funds. What happened Mr F held several bank accounts with Santander. In Augu... (3 pages)View decision -
Decision Reference DRN-4634873
21 Feb 2024 U K Insurance Limited UpheldInsuranceDRN-4634873 The complaint L has complained about U K Insurance Limited’s (UKI) decision to turn down its claim under its Motor Fleet Insurance policy for a stolen vehicle (vehicle M). It’s also unhappy about the way the claim was handled by UKI. L is represented by Mr C, who is a director ... (4 pages)View decision -
Decision Reference DRN-4611065
21 Feb 2024 Conister Finance & Leasing Ltd Not upheldBanking and PaymentsDRN-4611065 The complaint A limited company, which I’ll call R, complains that Conister Finance & Leasing Ltd mis-sold it a bounce back loan (“BBL”) and unfairly usedc part of the proceeds to repay other debts. R is represented by its director, Mr H. What happened Conister told us: M... (3 pages)View decision -
Decision Reference DRN-4430508
21 Feb 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4430508 The complaint Mr S and Mrs B complain that Lloyds Bank PLC (“Lloyds”) won’t refund £20,400 they lost to an investment scam beginning in May 2022. The details of this complaint are well known to both parties, so I won’t repeat everything again here. Instead, I will focus on givi... (2 pages)View decision -
Decision Reference DRN-4510266
21 Feb 2024 Ageas Insurance Limited UpheldInsuranceDRN-4510266 The complaint Mr and Mrs A complain about the way Ageas Insurance Limited handled a claim they made on their home insurance property. What happened In late 2022, Mr and Mrs A contacted Ageas. They were concerned about some cracks to the outside of the property, above a window. ... (3 pages)View decision -
Decision Reference DRN-4571987
21 Feb 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4571987 The complaint Mr L complains that Santander UK Plc unfairly closed his account. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. Mr L applied for a basic account with Sa... (2 pages)View decision -
Decision Reference DRN-4630720
21 Feb 2024 One Insurance Limited UpheldInsuranceDRN-4630720 The complaint Mr M complains about the service he got from One Insurance Limited (One Insurance) after he made a claim on his car insurance policy. One Insurance is the underwriter of Mr M’s policy, so it’s his insurer. This complaint is, in part, about the actions of one of On... (3 pages)View decision -
Decision Reference DRN-4375813
21 Feb 2024 Madison CF UK Limited Not upheldConsumer CreditDRN-4375813 The complaint Miss N complains that Madison CF UK Limited trading as 118 118 Money (‘118 118 Money’) irresponsibly gave her a loan that she couldn’t afford. What happened In October 2022, Miss N applied for a loan with 118 118 Money. The loan was for £2,500 and the monthly repa... (2 pages)View decision
