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 342371 results
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Decision Reference DRN-4886830
10 Jul 2024 One Insurance Limited UpheldInsuranceDRN-4886830 The complaint Mr S complains One Insurance Limited (One Insurance) unfairly declined to provide a hire car after he made a claim on his motor insurance policy One Insurance are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions of the ... (3 pages)View decision -
Decision Reference DRN-4853753
10 Jul 2024 Inclusive Finance Limited UpheldConsumer CreditDRN-4853753 The complaint Miss M complains Inclusive Finance Limited, trading as Creditspring, lent to her irresponsibly. What happened Miss M entered into three credit agreements with Creditspring. They worked on a membership basis, so each month Miss M paid a fee which gave her access to... (3 pages)View decision -
Decision Reference DRN-4542865
10 Jul 2024 National Westminster Bank Plc Not upheldConsumer CreditDRN-4542865 The complaint Mr M has complained that National Westminster Bank Plc (“NatWest”) unfairly turned down his claim made under s.75 of the Consumer Credit Act 1974 (“CCA”). What happened In June 2014, Mr M, alongside another, purchased holiday club membership from a timeshare provi... (3 pages)View decision -
Decision Reference DRN-4897002
10 Jul 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4897002 The complaint Mr H complains TSB Bank plc (TSB) failed to close his bank account and as a result this affected his credit score. What happened Mr H says in August 2018 he visited a branch of TSB to arrange the closure of his bank account paying a small deposit at the time to fa... (3 pages)View decision -
Decision Reference DRN-4795121
10 Jul 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4795121 The complaint Mr B has complained that Santander UK Plc (“Santander”) mis-sold him a fee-paying Reward packaged account in 2009. Mr B says he was told having the account was his only way of obtaining a debit card and overdraft. What happened Santander said that Mr B had complai... (2 pages)View decision -
Decision Reference DRN-4899998
10 Jul 2024 Openwork Limited UpheldMortgagesDRN-4899998 The complaint This complaint is about a mortgage Mr B and Ms S took out in 2023 on the advice and recommendation of a mortgage broker firm that is part of Openwork Limited trading as The Openwork Partnership (TOP). The essence of the complaint is that TOP agreed a change of rat... (8 pages)View decision -
Decision Reference DRN-4899749
10 Jul 2024 Great Lakes Insurance SE UpheldInsuranceDRN-4899749 The complaint Mr and Mrs L complain about the way that Great Lakes Insurance SE handled a medical expenses claim they made on a travel insurance policy. All references to Great Lakes include the actions of its agents. What happened The background to this complaint is well-known... (6 pages)View decision -
Decision Reference DRN-4899710
10 Jul 2024 247 Money Group Limited UpheldConsumer CreditDRN-4899710 The complaint In summary, Miss W complains that a car she purchased under a hire purchase agreement with 247 Money Group Limited, had various defects and didn’t have a service history. What happened The parties will be aware of the background to the complaint. But I have set ou... (5 pages)View decision -
Decision Reference DRN-4867518
10 Jul 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4867518 The complaint Miss K is complaining about Lloyds Bank PLC after it returned a direct debit payment on her account because it took the balance beyond her arranged overdraft limit. She thought she’d set up a plan that meant the payment would be honoured and she’d be able to repay... (2 pages)View decision -
Decision Reference DRN-4899933
10 Jul 2024 Yorkshire Building Society UpheldMortgagesDRN-4899933 The complaint This complaint is about a commercial mortgage application made by a limited company I’ll refer to here as 24BL to Yorkshire Building Society in 2022. Mr Z, a director, is representing 24BL. The purpose of the mortgage was to fund the acquisition of business premis... (5 pages)View decision