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 364862 results
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Decision Reference DRN-5199961
30 Dec 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-5199961 The complaint Mr K is unhappy with how Marshmallow Insurance Limited handled a motor insurance claim. What happened Mr K held motor insurance with Marshmallow. In November 2023, he was involved in an accident that wasn’t his fault. The other driver left the scene and Mr K w... (3 pages)View decision -
Decision Reference DRN-5225325
30 Dec 2024 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5225325 The complaint Mr D complains that The Co-operative Bank Plc (“Co-op”) won’t refund him all the money he lost as the result of a scam. What happened The details of this complaint are well known to both parties, so I won’t go into too much detail here. However, in summary, Mr ... (4 pages)View decision -
Decision Reference DRN-5190687
30 Dec 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5190687 The complaint Miss C complains that NewDay Ltd trading as Marbles irresponsibly lent to her. What happened Miss C was approved for a Marbles credit card with a £900 credit limit. Miss C says this was irresponsibly lent to her. Miss C made a complaint to Marbles. Marbles did ... (2 pages)View decision -
Decision Reference DRN-5206517
30 Dec 2024 Aviva Insurance Limited Not upheldInsuranceDRN-5206517 The complaint Ms B’s complaint is about the handling of a claim made under the legal expenses section of her home insurance policy with Aviva Insurance Limited. Aviva is the underwriter of this policy, i.e. the insurer. Part of this complaint concerns the actions of the age... (7 pages)View decision -
Decision Reference DRN-4817267
30 Dec 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4817267 The complaint Mr F is a sole trader. He complains that Barclays Bank UK Plc treated him unfairly when it closed his business accounts. What happened Mr F held two business accounts for his company, ‘F’, with Barclays since 1982. Mr F told us: Barclays had unfairly clos... (4 pages)View decision -
Decision Reference DRN-5183037
30 Dec 2024 Loans 2 Go Limited Not upheldConsumer CreditDRN-5183037 The complaint Mr M complains that Loans 2 Go Limited (L2G) irresponsibly lent to him. What happened Mr M was approved for an L2G loan for £1,800 in May 2022. Mr M says this was lent irresponsibly to him, and he felt compelled to accept the loan at 320% Annual Percentage Rate... (3 pages)View decision -
Decision Reference DRN-5168589
30 Dec 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5168589 The complaint Mr S complains Santander UK plc (Santander) won’t allow him to withdraw the balance of his trust account. What happened Mr S says his trust fund account matured when he became an adult, but Santander have refused to allow him to withdraw the balance without his... (2 pages)View decision -
Decision Reference DRN-5198548
30 Dec 2024 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5198548 The complaint Ms H complains that Mercedes-Benz Financial Services UK Limited trading as Mercedes- Benz Finance (MBF) was irresponsible in its lending to her. She says the hire purchase agreement MBF provided was unaffordable for her and she wants all interest and fees refun... (3 pages)View decision -
Decision Reference DRN-5189481
30 Dec 2024 BUPA Insurance Limited Not upheldInsuranceDRN-5189481 The complaint Mr M is unhappy about the way BUPA Insurance Limited (‘BUPA’) has handled a recent claim on his policy. What happened Mr M has a private medical insurance policy, underwritten by BUPA. Mr M contacted BUPA to make a claim but was unable to locate any doctors who... (2 pages)View decision -
Decision Reference DRN-5207087
30 Dec 2024 Dentists' Provident Society Limited Not upheldInsuranceDRN-5207087 The complaint X has complained that Dentists’ Provident Society limited (‘Dentists’ Provident’) delayed and unfairly declined her claim. What happened X has income protection cover, underwritten by Dentists’ Provident which would pay benefit if she was incapacitated as a res... (3 pages)View decision
