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 360264 results
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Decision Reference DRN-5112123
21 Nov 2024 Domestic & General Insurance Plc Not upheldInsuranceDRN-5112123 The complaint Ms B complains that Domestic & General Insurance PLC (DGI) won’t refund the policy premiums she paid. She’s also unhappy it hasn’t reimbursed the cost of replacing appliances that she’d insured with it. What happened Ms B took out a number of protection po... (4 pages)View decision -
Decision Reference DRN-4512670
21 Nov 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4512670 The complaint Miss F complains National Westminster Bank Plc unfairly closed her student account and passed her account to a debt collection agency. What happened Miss F has a representative on her complaint, but for ease I will refer to Miss F only. Miss F opened a studen... (4 pages)View decision -
Decision Reference DRN-5121792
21 Nov 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-5121792 The complaint X complains about how Marshmallow Insurance Limited (Marshmallow) handled a claim under their motor insurance policy. References to Marshmallow in this decision include their agents. What happened In November 2023 X was attacked on her driveway, resulting in ... (4 pages)View decision -
Decision Reference DRN-5077558
21 Nov 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5077558 The complaint Mr P complains about the repairs that Admiral Insurance (Gibraltar) Limited made to his van after he made a claim on his motor insurance policy. He wants it to pay him the value of his van. What happened Mr P’s van was damaged in an accident and the other driv... (4 pages)View decision -
Decision Reference DRN-5115853
21 Nov 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5115853 The complaint Mr P complains that Barclays Bank UK PLC trading as Barclaycard misled him about the need to make minimum payments before he completed a 0% balance transfer to his credit card. What happened Mr P has held a credit card with Barclaycard for some time. In June 2... (3 pages)View decision -
Decision Reference DRN-5157396
21 Nov 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-5157396 The complaint Mr A is unhappy with the way Advantage Insurance Company Limited (Advantage) have handled the claim he made on his motor insurance policy and the salvage value it has placed on his vehicle. What happened In April 2023 Mr A was unfortunately involved in a car ac... (3 pages)View decision -
Decision Reference DRN-4793925
21 Nov 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4793925 The complaint Mr P complains that Lloyds Bank Plc (as the recipient bank) didn’t do enough to prevent him losing money to what he says was a scam. Mr P has used a representative to bring his complaint. But for ease of reading, I’ll mostly just refer to Mr P and will also as... (2 pages)View decision -
Decision Reference DRN-5132149
21 Nov 2024 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5132149 The complaint Mr H complains Santander Consumer (UK) Plc unfairly declined his application for car finance. What happened In early 2024, Mr H applied for a new car finance agreement with Santander. He says that despite being a long-standing c... (3 pages)View decision -
Decision Reference DRN-5155344
21 Nov 2024 BFS Home Loans Limited UpheldMortgagesDRN-5155344 The complaint Mr and Mrs B are complaining about a development loan they have with BFS Home Loans Limited to enable them to self-build their home. They have said: 1. The mortgage was mis-sold as it was unsuitable because it was misrepresented as flexible and that funds would... (9 pages)View decision -
Decision Reference DRN-4825755
21 Nov 2024 National Westminster Bank Plc UpheldMortgagesDRN-4825755 The complaint Mr L complains that National Westminster Bank Plc (NatWest) gave him incorrect information about the mortgage support it could offer him which has resulted in his mortgage falling into arrears. What happened Mr L contacted NatWest on 17 January 2024 to explain ... (4 pages)View decision
