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 360982 results
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Decision Reference DRN-5243735
7 Jan 2025 Kensington Mortgage Company Limited UpheldMortgagesDRN-5243735 The complaint This complaint is about a mortgage Mr T holds with Kensington Mortgage Company Limited trading as Kensington Mortgages (KM). In essence, the complaint comprises the following broad points: 1. The mortgage payment arrangement KM has put him on is unfair, as it... (4 pages)View decision -
Decision Reference DRN-5243687
6 Jan 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5243687 The complaint Mr and Mrs G complains that Liverpool Victoria Insurance Company Ltd (‘LV’) unfairly declined a claim for storm damage under their home insurance. Both Mr and Mrs G are named policyholders on their LV policy, so any claim or complaint is brought by them both. B... (3 pages)View decision -
Decision Reference DRN-5241652
6 Jan 2025 Trinity Lane Insurance Company Limited UpheldInsuranceDRN-5241652 The complaint Mr B complains that Trinity Lane Insurance Company Limited wouldn’t pay him a benefit under his replacement motorhome insurance and about its service. Trinity Lane is the correct business for this complaint, I’ve explained why in my provisional findings below. ... (5 pages)View decision -
Decision Reference DRN-5186513
6 Jan 2025 MBNA Limited Not upheldConsumer CreditDRN-5186513 The complaint Mr B complains that MBNA Limited rejected his personal loan application. What happened On 9 August 2024 Mr B applied for a loan for £7500 with MBNA. MBNA accepted the application at 7.05pm but following additional checks it withdrew from the agreement at 7.06pm... (2 pages)View decision -
Decision Reference DRN-5214364
6 Jan 2025 Co-op Funeral Plans Limited UpheldFuneral Planning ServicesDRN-5214364 The complaint Mr and Mrs P are unhappy with how Co-op Funeral Plans Limited has administered their pre-paid funeral plans. What happened Mr and Mrs P both hold identical funeral plans with Co-op. They also hold power of attorney over each other. When Co-op sent Mr and Mrs ... (3 pages)View decision -
Decision Reference DRN-5238371
6 Jan 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5238371 The complaint Miss G complains about credit granted to her by Oodle Financial Services Limited trading as Oodle Car Finance. Miss G brought her complaint to us via a representative but I will refer to her throughout for simplicity. What happened Oodle agreed credit for Mis... (4 pages)View decision -
Decision Reference DRN-5158521
6 Jan 2025 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-5158521 The complaint Mr M is unhappy with Sainsbury’s Bank Plc. Mr M said when his account ATM card expired he didn’t get a follow-on card. He wrote to Sainsbury’s who wrote back asking him to call in to discuss the matter, but Mr M continued to write instead as he said phone calls... (4 pages)View decision -
Decision Reference DRN-5198290
6 Jan 2025 Tesco Underwriting Limited Not upheldInsuranceDRN-5198290 The complaint Mrs W has complained about the way her motor insurer, Tesco Underwriting Limited (‘Tesco’), is proposing to settle a claim that was made on her policy . What happened In September 2023 Mrs W was involved in an incident with a third-party vehicle where, accordi... (4 pages)View decision -
Decision Reference DRN-5113245
6 Jan 2025 Zempler Bank Limited Not upheldBanking and PaymentsDRN-5113245 The complaint Mr P complains Zempler Bank Limited, trading as Cashplus Bank, blocked his accounts and gave him conflicting information about what was happening, and gaining access to his funds. To keep things simple, I will mainly refer to “Cashplus” in my decision. Mr P say... (3 pages)View decision -
Decision Reference DRN-5243192
6 Jan 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5243192 The complaint Mr J complains about credit granted to him by Santander Consumer (UK) Plc. Mr J brought his complaint to us via a representative but I will refer to him throughout for simplicity. What happened Santander agreed credit for Mr J on 9 December 2018 to finance a... (4 pages)View decision
