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-5108548
13 Nov 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5108548 The complaint Mr B has complained Barclays Bank UK PLC is holding him liable for a loan of £4,900 which he didn’t take out. What happened On 2 August 2023, whilst he was at the gym, Mr B got a couple of text messages from Barclays. These confirmed a loan had been approved an... (3 pages)View decision -
Decision Reference DRN-5101178
13 Nov 2024 Santander UK Plc Not upheldConsumer CreditDRN-5101178 The complaint Mr T, through a representative, says Santander UK Plc irresponsibly lent to him. What happened On 27 June 2023 Mr T took out a loan for £3,850 over 60 months from Santander. The monthly repayment was £110.98 and the total repayable was £6,653.40. Mr T says Sant... (4 pages)View decision -
Decision Reference DRN-4983763
13 Nov 2024 National Westminster Bank Plc Not upheldMortgagesDRN-4983763 The complaint Mr and Mrs M complain about the service they got from National Westminster Bank Plc when they tried to get an interest rate product switch for their mortgage. What happened product Since 2019, Mr and Mrs M have a mortgage with NatWest and their mortgage was on ... (2 pages)View decision -
Decision Reference DRN-5065610
13 Nov 2024 Fairmead Insurance Limited Not upheldInsuranceDRN-5065610 The complaint Mr F’s complaint is about a claim he made on his Fairmead Insurance Limited (‘Fairmead’) legal expenses insurance policy. Mr F says Fairmead treated him unfairly. In this decision, all references to Fairmead include their claims handlers. What happened Mr F’s c... (3 pages)View decision -
Decision Reference DRN-5010459
13 Nov 2024 Zurich Assurance Ltd Not upheldInsuranceDRN-5010459 The complaint Mr Q is unhappy that Zurich Assurance Ltd (Zurich) declined his income protection claim. Mr Q is being represented on this complaint. What happened Mr Q is insured under his employer’s group income protection insurance policy. The policy pays a benefit in certa... (3 pages)View decision -
Decision Reference DRN-5139688
13 Nov 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5139688 The complaint Mrs M complains about the way Creation Consumer Finance Ltd (Creation) responded to claims she’d made in relation to misrepresentation, breach of contract, and an alleged unfair relationship taking into account section 140A (“s140A”) of the Consumer Credit Act ... (6 pages)View decision -
Decision Reference DRN-5029893
13 Nov 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5029893 The complaint Miss E complains that Barclays Bank UK PLC did not refund a series of payments she says she does not recognise. What happened Miss E says she downloaded an app to her phone in order to gamble, but later realised it was a scam app that had hacked her phone. As a... (4 pages)View decision -
Decision Reference DRN-4644600
13 Nov 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4644600 The complaint Ms H complains about the decision by Aviva Insurance Limited to turn down a claim under her property owners insurance policy. What happened Ms H’s rental property is covered by her policy with Aviva. She made a claim for damage after her tenant moved out. Aviv... (2 pages)View decision -
Decision Reference DRN-5135629
13 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5135629 The complaint Ms W has complained that Monzo Bank Ltd (“Monzo”) refused to allow her to make an early withdrawal from a fixed term Savings Pot. What happened Ms W opened a fixed term Savings Pot on 1 November 2023. The terms of the Savings Pot meant that Ms W was unable to ... (5 pages)View decision -
Decision Reference DRN-5133752
13 Nov 2024 Startline Motor Finance Limited UpheldConsumer CreditDRN-5133752 The complaint Mr G complains that a car supplied to him by Startline Motor Finance Limited (“Startline”) under a hire purchase agreement was not of a satisfactory quality. What happened I issued a provisional decision on this complaint last month. In that decision I explaine... (5 pages)View decision
