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 359539 results
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Decision Reference DRN-4748868
1 Jul 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4748868 The complaint Mrs F complains about damage charges that Mitsubishi HC Capital UK Plc trading as Novuna Vehicle Solutions has invoiced her for. What happened In November 2017 Mrs F entered into a hire agreement with Novuna for a car. In December 2022, after the agreement had com... (3 pages)View decision -
Decision Reference DRN-4882111
1 Jul 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4882111 The complaint Miss P is unhappy with the service she received from Santander UK Plc surrounding her request to set up an overdraft repayment plan and to add her mother as an authorised third- party onto her account. Miss P is represented here by her mother, whom I’ll refer to a... (5 pages)View decision -
Decision Reference DRN-4732336
1 Jul 2024 Highway Insurance Company Limited UpheldInsuranceDRN-4732336 The complaint Ms C complains that Highway Insurance Company Limited (Highway) has dealt with a claim she made on her home insurance unfairly. What happened Ms C made a claim for a damaged heater she used in her outdoor pool. Highway agreed to consider this, and that it would me... (2 pages)View decision -
Decision Reference DRN-4664120
1 Jul 2024 One Insurance Limited Not upheldInsuranceDRN-4664120 The complaint Ms R complains that One Insurance Limited (“OIL”) declined to attend to her under her breakdown insurance policy after her car suffered a flat tyre. Part of this complaint concerns the actions of an intermediary, for whom OIL is responsible. Any reference to OIL i... (3 pages)View decision -
Decision Reference DRN-4703071
1 Jul 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4703071 The complaint Mr M complains that National Westminster Bank PLC made errors in an international payment causing it to be cancelled and causing him to incur financial losses. What happened Mr M lives abroad but attended a branch of NatWest in December 2023 in order to carry out ... (3 pages)View decision -
Decision Reference DRN-4881178
1 Jul 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4881178 The complaint Mr G has complained that Royal & Sun Alliance Insurance Limited trading as RSA (‘RSA’) unfairly declined a claim under his home insurance policy. What happened Mr G contacted RSA to make a claim for damage to the roof at his property. RSA arranged for a survey... (3 pages)View decision -
Decision Reference DRN-4594384
1 Jul 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4594384 The complaint Mrs D complains about damage charges that Mitsubishi HC Capital UK Plc trading as Novuna Vehicle Solutions has invoiced her for. What happened In November 2018 Mrs D entered into a hire agreement with Novuna for a car. In December 2023, after the agreement had com... (3 pages)View decision -
Decision Reference DRN-4754118
1 Jul 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-4754118 The complaint This complaint is about two buy-to-let (BTL) mortgages Mr P holds with Barclays Bank UK PLC. Mr P is unhappy that Barclays didn’t increase his direct debit payment each time the interest rate went up. He says this has caused the mortgages to go into arrears, and t... (4 pages)View decision -
Decision Reference DRN-4882006
1 Jul 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4882006 The complaint Mr L has complained about Mitsubishi HC Capital UK Plc trading as Hitachi Capital Consumer Finance (“Mitsubishi”)’s response to a claim he made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the “CCA”) and in relation to allegations of an unfair relati... (4 pages)View decision -
Decision Reference DRN-4816383
1 Jul 2024 U K Insurance Limited Not upheldInsuranceDRN-4816383 The complaint Mr A has complained about U K Insurance Limited. He isn’t happy that it turned down a claim under his motor insurance policy. What happened Mr A made a claim under his motor insurance policy after his car was stolen. But when UKI looked into the circumstances surr... (2 pages)View decision
