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 367928 results
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Decision Reference DRN-5366602
26 Mar 2025 OneSavings Bank Plc UpheldMortgagesDRN-5366602 The complaint Mr S complains that OneSavings Bank Plc trading as Kent Reliance overcharged interest on his mortgage. He’s also unhappy about how it dealt with his concerns. What happened Mr S is a director of a limited company I’ll call E. He has three buy to let mortgages w... (3 pages)View decision -
Decision Reference DRN-5265249
26 Mar 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5265249 The complaint Mr and Mrs D are unhappy that Inter Partner Assistance SA (‘IPA’) proportionately settled a claim they made on a travel insurance policy. What happened Mr D took out a travel insurance policy. He didn’t declare any pre-existing medical conditions during the app... (3 pages)View decision -
Decision Reference DRN-5215420
26 Mar 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5215420 The complaint Mr and Mrs E complain Lloyds Bank General Insurance Limited handled their home insurance claim poorly. Lloyds has been represented by agents for the claim. For simplicity I’ve generally referred to the representative’s actions as being Lloyds’ own. Mr and Mrs ... (2 pages)View decision -
Decision Reference DRN-5334593
26 Mar 2025 Conister Bank Limited Not upheldBanking and PaymentsDRN-5334593 The complaint Mr H has complained that Conister Bank Limited (“Conister”) held his money in a non- interest-bearing account, prior to opening a Fixed Term savings account. What happened Mr H applied to open a Fixed Term savings account with Conister. Mr H subsequently transf... (3 pages)View decision -
Decision Reference DRN-5429048
26 Mar 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5429048 The complaint Mrs C complains about a car she financed with Mercedes-Benz Financial Services UK Limited (‘MBFS’). What happened I am resolving complaints with minimum formality, and as the parties are familiar with the background I will only cover it briefly. Mrs C financed ... (6 pages)View decision -
Decision Reference DRN-5363027
26 Mar 2025 Lendable Ltd Not upheldConsumer CreditDRN-5363027 The complaint Mr W complains that Lendable Ltd incorrectly calculated his disposable income based on his income and expenditure form causing him distress and inconvenience. He wants to be compensated for this and to be allowed a longer period for his payment plan. What happe... (3 pages)View decision -
Decision Reference DRN-5361881
26 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5361881 The complaint Miss C is unhappy with the blocks Santander UK Plc placed on her accounts and its subsequent decision to close them. What happened Miss C had three accounts with Santander. From 3 – 30 March 2022 Santander blocked her accounts in error. It appears the error wa... (6 pages)View decision -
Decision Reference DRN-4813489
26 Mar 2025 Kennett Insurance Brokers Limited UpheldInsuranceDRN-4813489 The complaint Mr D and Mrs D are unhappy with the details Kennett Insurance Brokers Limited (Kennett) provided to an insurer when taking out a new buildings insurance policy. What happened Mr D and Mrs D had used Kennett to place their buildings insurance policies for more ... (2 pages)View decision -
Decision Reference DRN-4633267
26 Mar 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4633267 The complaint A partnership, which I’ll refer to as C, complains about Admiral Insurance (Gibraltar) Limited’s (Admiral) handling of its motor insurance claim. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brie... (4 pages)View decision -
Decision Reference DRN-5372231
26 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5372231 The complaint Mr Y complains that Vanquis Bank Limited (Vanquis) shouldn’t have agreed to a credit card and subsequent credit limit increase as they were unaffordable. In bringing his complaint Mr Y is represented by a third party. For ease of reading I will only refer to Mr... (3 pages)View decision
