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 369227 results
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Decision Reference DRN-5462640
15 Apr 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5462640 The complaint Mrs C complains Legal and General Assurance Society Limited cancelled a joint life term assurance policy she held with her late husband after receiving notification that the direct debit had been cancelled by her. Mrs C also says Legal and General Assurance Soc... (2 pages)View decision -
Decision Reference DRN-5487617
15 Apr 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5487617 The complaint Miss S complains that Santander UK Plc (‘Santander’) won’t reimburse the funds she lost when she fell victim to a scam. What happened Miss S says that in October 2023, after responding to a phishing text, she received a call from someone who said they were fro... (4 pages)View decision -
Decision Reference DRN-5470354
15 Apr 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5470354 The complaint Mr C complains that MBNA Limited accepted funds from his pension to settle his credit card accounts when it knew he was in a vulnerable situation. What happened Mr C had two credit cards with MBNA. In early 2020, Mr C told MBNA he had faced difficulties with h... (4 pages)View decision -
Decision Reference DRN-5486404
15 Apr 2025 Fortegra Europe Insurance Company Ltd Not upheldInsuranceDRN-5486404 The complaint Mr S complains Fortegra Europe Insurance Company Ltd (“Fortega”) charged him a cancellation fee when cancelling his GAP insurance policy. He would like the fee to be returned to him. What happened Guaranteed Asset Protection (GAP) insu... (3 pages)View decision -
Decision Reference DRN-5487478
15 Apr 2025 ONMO Limited Not upheldBanking and PaymentsDRN-5487478 The complaint Mr B is unhappy with the service he received from ONMO Limited, including that they defaulted his credit account. What happened Mr B held a credit account with ONMO which he accessed using ONMO’s mobile app. In October 2023, Mr B’s mobile phone was stolen. Mr ... (3 pages)View decision -
Decision Reference DRN-5485476
15 Apr 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5485476 The complaint Mr C has complained about the way Motability Operations Limited (“MO”) administered a hire agreement. What happened The circumstances are well known to the parties, so I won’t go over everything again in detail. But, to summarise, Mr C entered into a 3-year hi... (2 pages)View decision -
Decision Reference DRN-5480663
15 Apr 2025 TSB Bank plc Not upheldConsumer CreditDRN-5480663 The complaint Mr M is unhappy with the service he received from TSB Bank plc surrounding a personal loan he successfully applied for. What happened Mr M called TSB as he was thinking about obtaining a personal loan. TSB explained to Mr M that he would need to apply for a loa... (2 pages)View decision -
Decision Reference DRN-5487267
15 Apr 2025 BISL Limited UpheldInsuranceDRN-5487267 The complaint Mrs H complains about the service she received from BISL Limited after she notified it that her car had been damaged in an accident. This complaint involves the actions of agents for whom BISL is responsible. Any reference to BISL includes its agents. What happ... (4 pages)View decision -
Decision Reference DRN-5467415
15 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5467415 The complaint Mr K complains that Barclays Bank UK PLC unfairly blocked his accounts without providing a proper explanation. He is also unhappy about the amount of time Barclays has blocked his accounts. He says Barclays actions have caused him financial problems and he want... (3 pages)View decision -
Decision Reference DRN-5467398
15 Apr 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5467398 The complaint Mr K complains that J.P. Morgan Europe Limited trading as Chase unfairly blocked his account without providing a proper explanation. He is also unhappy about the amount of time Chase has blocked his account. What happened The detailed background of this complai... (3 pages)View decision
