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-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 -
Decision Reference DRN-4517463
15 Feb 2024 Premium Credit Limited Not upheldInsuranceDRN-4517463 The complaint Mr A has complained that Premium Credit Limited collected a premium under a credit agreement after he had paid the balance for a commercial vehicle insurance policy in full. He’s unhappy that Premium Credit have asked him to refund the payment as it received an in... (2 pages)View decision -
Decision Reference DRN-4623715
15 Feb 2024 One Call Insurance Services Limited UpheldInsuranceDRN-4623715 The complaint Mr V complained that his broker, One Call Insurance Services Limited (“One Call”), didn’t provide him with the option to cancel the automatic renewal of his policy online via its portal. What happened When Mr V initially took out his policy it contained an auto re... (3 pages)View decision -
Decision Reference DRN-4594397
15 Feb 2024 Tandem Personal Loans Ltd Not upheldConsumer CreditDRN-4594397 The complaint Mr N complains that a timeshare product was misrepresented to him and that the timeshare company is in breach of contract. The purchase was financed with credit provided by Honeycomb Finance Limited (“Honeycomb”). That loan has now been transferred to Tandem Perso... (6 pages)View decision -
Decision Reference DRN-4600550
15 Feb 2024 Wakam Not upheldInsuranceDRN-4600550 The complaint Mr E complained that Wakam unreasonably and unfairly refused to cover his claim under his pet policy. References to Wakam includes all its agents including the insurance intermediary which Mr E was primarily dealing with throughout, for the purposes of this compla... (5 pages)View decision -
Decision Reference DRN-4561081
15 Feb 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4561081 The complaint Mr S complains that Lloyds Bank PLC reduced the limit on his credit card on two occasions without giving prior notice. What happened Mr S holds a credit card account with Lloyds. The card was taken out many years ago, and it seems Mr S had a credit limit of £17,0... (2 pages)View decision
