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 354447 results
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Decision Reference DRN-4825172
16 Dec 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4825172 The complaint Mr M has complained that Santander UK Plc (“Santander”) has failed to trace a number of refund payments made by third-party merchants that he believes should have been paid into his Santander account. What happened Mr M contacted Santander via webchat to ask th... (2 pages)View decision -
Decision Reference DRN-5186655
16 Dec 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-5186655 The complaint Mr M has complained that Marshmallow Insurance Limited unreasonably refused to pay his claim under his motor policy when his car was damaged when he drove it through a flood by accident What happened Mr M unwittingly drove his car through a flood on 4 January ... (4 pages)View decision -
Decision Reference DRN-4782124
16 Dec 2024 Tesla Financial Services Limited Not upheldConsumer CreditDRN-4782124 The complaint Mr S is unhappy that a car supplied to him under a hire agreement with Tesla Financial Services Limited doesn’t have all the features he is paying for. Before I address Mr S’s complaint, I think it would be useful for me to explain what I’m able to consider. T... (3 pages)View decision -
Decision Reference DRN-5149460
16 Dec 2024 EUI Limited UpheldInsuranceDRN-5149460 The complaint Mr M complains about how EUI Limited trading as Admiral (EUI) dealt with a claim on his motor insurance. What happened Mr M’s car was involved in an accident and he made a claim on his motor insurance to EUI. EUI settled the claim. However the amount paid wasn’... (3 pages)View decision -
Decision Reference DRN-4985685
16 Dec 2024 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-4985685 The complaint Mr K complains that Clydesdale Financial Services Limited trading as Barclays Partner Finance (Clydesdale), unfairly declined his application for credit, and failed to provide sufficient reasoning as to why. What happened In February 2024, Mr K visited an elec... (2 pages)View decision -
Decision Reference DRN-5179098
16 Dec 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5179098 The complaint Mr K complains that NewDay Ltd trading as Aqua was irresponsible in its lending to him. He wants all interest and charges refunded along with statutory interest and any adverse information recorded on his credit file removed. Mr K is represented by a third part... (3 pages)View decision -
Decision Reference DRN-5208219
16 Dec 2024 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5208219 The complaint Miss C and Mr H have complained about the handling of a buildings claim by Lloyds Bank General Insurance Limited. Although the policy is in joint names, Mr H has represented himself and Miss C so for simplicity I will only refer to Mr H. What happened The backg... (4 pages)View decision -
Decision Reference DRN-5153681
16 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5153681 The complaint Mr C and Mr F complain that Barclays Bank UK PLC won’t release them from joint personal guarantees despite being told by Barclays that this would happen. What happened Mr C and Mr F were directors of a business I’ll refer to as “T”. They had an overdraft facili... (2 pages)View decision -
Decision Reference DRN-5156550
16 Dec 2024 Madison CF UK Limited UpheldBanking and PaymentsDRN-5156550 The complaint Mrs B complains that Madison CF UK Limited trading as 118 118 Money (“MCF”) chased her for missing payments even though she’d made all the payments for her payment plan on time. Mrs B has had missed payment markers and a default reported on her credit file as a... (2 pages)View decision -
Decision Reference DRN-5097762
16 Dec 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5097762 The complaint Mr M is unhappy with the service he has received from Clydesdale Bank Plc trading as Virgin Money. What happened Mr M says he has experienced several issues with Virgin Money’s mobile banking application (app) and his account card. He also unhappy about a lett... (3 pages)View decision
