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
-
Decision Reference DRN-4921479
15 Apr 2025 Cater Allen Limited Not upheldBanking and PaymentsDRN-4921479 The complaint K complains that Cater Allen Limited won’t refund a payment it says it made and lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of bot... (2 pages)View decision -
Decision Reference DRN-5484494
15 Apr 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5484494 The complaint Mr A’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the... (4 pages)View decision -
Decision Reference DRN-5484933
15 Apr 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5484933 The complaint Mr C and Mrs J complain about delays and the amount Royal & Sun Alliance Insurance Limited (“RSA”) agreed to pay after they made a claim on their buildings insurance policy. What happened In December 2022 there was an escape of water in a home Mr C and Mrs... (8 pages)View decision -
Decision Reference DRN-5419379
15 Apr 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5419379 The complaint Mr S complained about the service provided during a phone call on 4 February 2025 when he phoned Starling Bank Limited (‘Starling’) to find out why he was unable to withdraw money from a cash machine using his new debit card. What happened Mr S’ attempts to us... (4 pages)View decision -
Decision Reference DRN-5449494
15 Apr 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5449494 The complaint Mrs M has complained that Ageas Insurance Limited (Ageas) unfairly declined a claim under her home insurance policy. What happened Mrs M contacted Ageas to make a claim for storm damage. Ageas assessed the claim, including photos from Mrs M’s roofer, and decli... (2 pages)View decision -
Decision Reference DRN-5405334
15 Apr 2025 RAC Insurance Limited UpheldInsuranceDRN-5405334 The complaint Mr A complains about RAC Insurance Limited’s handling of a claim under a European roadside assistance policy. RAC has been represented by its agents during the claim. All references to RAC include its agents. What happened Mr A had a European roadside assistanc... (3 pages)View decision -
Decision Reference DRN-5413071
15 Apr 2025 TRANSUNION INTERNATIONAL UK LIMITED Not upheldConsumer CreditDRN-5413071 The complaint Mr S complains TRANSUNION INTERNATIONAL UK LIMITED trading as Transunion are reporting incorrect information on his credit file. What happened Mr S complains Transunion have failed to update his credit file. Mr S says his credit card account with a bank, “B”, ... (4 pages)View decision -
Decision Reference DRN-5142777
15 Apr 2025 FCE Bank Plc Not upheldConsumer CreditDRN-5142777 The complaint Mr A complains about the quality of a car he acquired under a hire purchase agreement with FCE Bank Plc trading as Ford Credit (FC). When I refer to what Mr A has said and what FC have said, it should also be taken to include things said on their behalf. What... (4 pages)View decision -
Decision Reference DRN-5301301
15 Apr 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5301301 The complaint Mrs P complains that Bank of Scotland plc trading as Halifax wrongfully charged her mortgage payments between 2011 and 2024 when the mortgage is invalid and wrongfully actioned court proceedings against her. Mrs P wants the payments and interest refunded to her... (3 pages)View decision -
Decision Reference DRN-5446502
15 Apr 2025 Santander UK Plc Not upheldMortgagesDRN-5446502 The complaint Mr and Mrs J complain that Santander UK Plc gave them conflicting information about their monthly mortgage payments. They ask for clear information and compensation for their stress and inconvenience. What happened Mr J called Santander to ask for help understa... (2 pages)View decision
