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 355536 results
-
Decision Reference DRN-4718937
3 Sep 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4718937 The complaint Mr K complains that Starling Bank Limited would not refund a debit card payment he was tricked into making. What happened Mr K was abroad. He took a taxi to travel a short distance and paid for the journey using his Starling debit card. Mr K says the expected f... (3 pages)View decision -
Decision Reference DRN-4877823
3 Sep 2024 Bank of Scotland Plc Not upheldConsumer CreditDRN-4877823 The complaint Mr H complains that Bank of Scotland plc trading as Halifax have sent him misleading letters about extra loan repayments he has made. What happened Mr H has made overpayments on his Halifax personal loan, but he says the information Halifax included on their le... (2 pages)View decision -
Decision Reference DRN-4999207
3 Sep 2024 esure Insurance Limited UpheldInsuranceDRN-4999207 The complaint Miss D complains that esure Insurance Limited have reduced the settlement for her car because they say she had failed to advise them of a previous claim. Miss D says she didn’t inform them because the claim was cancelled, and that they have provided poor servic... (4 pages)View decision -
Decision Reference DRN-4997365
3 Sep 2024 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4997365 The complaint Mrs B complains that Tesco Personal Finance PLC trading as Tesco Bank sent her a notice of sums in arrears (NOSIA) letter when she wasn’t in arrears on her account, and they provided her with poor customer service. What happened Mrs B says that she always makes... (3 pages)View decision -
Decision Reference DRN-4911772
3 Sep 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4911772 The complaint Mr and Mrs P complain that Starling Bank Limited contacted them to say they may have breached the terms of their joint account and threatened to ‘debank’ them. What happened Mr P says that Starling Bank contacted him on 22 March 2024 suggesting that the joint a... (3 pages)View decision -
Decision Reference DRN-4972819
3 Sep 2024 Black Horse Limited Not upheldConsumer CreditDRN-4972819 Complaint Mr S complains that Black Horse Limited (“Black Horse”) unfairly entered into a hire- purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable and so he shouldn’t have been lent to. Background In February 2019, Black Hor... (3 pages)View decision -
Decision Reference DRN-4997477
3 Sep 2024 Glow Financial Services Limited UpheldConsumer CreditDRN-4997477 The complaint Mr R complains that Glow Financial Services Limited hasn’t upheld his claim under section 75 of the Consumer Credit Act 1974 (“section 75”) for a purchase he made funded by a fixed sum loan agreement. What happened In September 2022, Mr R purchased a ‘smart’ fr... (7 pages)View decision -
Decision Reference DRN-4892341
3 Sep 2024 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-4892341 The complaint Mr L and Miss S complain that Aviva Life & Pensions UK Limited have unfairly declined a claim Miss S made on their joint life and critical insurance policy. What happened On 19 October 2022 Mr L and Miss S took out a joint life and critical illness policy w... (3 pages)View decision -
Decision Reference DRN-4974823
3 Sep 2024 WDP Insurance Limited Not upheldInsuranceDRN-4974823 The complaint Miss J complains that WDP Insurance Limited provided a replacement phone following a claim on her mobile phone insurance which was defective but would not repair it under warranty and required her to make another claim. Where I refer to WDP, this includes its a... (2 pages)View decision -
Decision Reference DRN-4881881
3 Sep 2024 Somerset Bridge Insurance Services Limited Not upheldInsuranceDRN-4881881 The complaint Mr A complains about how Somerset Bridge Insurance Services Limited (“Somerset”) applied fees when he cancelled his motor insurance policy. What happened Mr A took out a car insurance policy through Somerset, which is a broker, using a price- comparison website... (2 pages)View decision
