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 358007 results
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Decision Reference DRN-4651750
10 Jun 2024 Clear Sky Financial Services Ltd Not upheldMortgagesDRN-4651750 The complaint Miss H complains that Clear Sky Financial Services (Clear Sky) failed to promptly submit a mortgage product switch for her, resulting in her missing out on a more advantageous mortgage rate. What happened Miss H had used Clear Sky on a number of occasions to assis... (3 pages)View decision -
Decision Reference DRN-4719022
10 Jun 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4719022 The complaint Ms B says that after she made a claim on her motor insurance policy, Admiral Insurance (Gibraltar) Limited didn’t offer her enough for her written-off car What happened Ms B’s car was damaged in a non-fault accident on 28 August 2023. Admiral asked an independent ... (2 pages)View decision -
Decision Reference DRN-4641820
10 Jun 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4641820 The complaint Mr R has complained Lloyds Bank PLC won’t refund him for transactions he didn’t authorise. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. Between 18 May ... (4 pages)View decision -
Decision Reference DRN-4843008
10 Jun 2024 Allied World Assurance Company (Europe) dac UpheldInsuranceDRN-4843008 The complaint Mrs M complains that Allied World Assurance Company (Europe) dac has unfairly declined a claim under her residential landlord insurance policy. Where I refer to Allied, this includes the actions of its agents and claims handlers for which it takes responsibility. ... (5 pages)View decision -
Decision Reference DRN-4773954
10 Jun 2024 Al Rayan Bank PLC Not upheldBanking and PaymentsDRN-4773954 The complaint Mr A has complained that Al Rayan Bank PLC delayed an international payment he made from his account. What happened On 5 January Mr A made a request to Al Rayan to transfer £461,000 from his account with it to an account overseas. Al Rayan carried out a verificati... (2 pages)View decision -
Decision Reference DRN-4842873
10 Jun 2024 Specialist Motor Finance Limited UpheldConsumer CreditDRN-4842873 The complaint Mrs R complains that Specialist Motor Finance Limited (SMFL) irresponsibly entered into a hire purchase agreement with her. She says she was struggling financially at the time and couldn’t afford the repayments. Mrs R has been represented by a third party. But for... (5 pages)View decision -
Decision Reference DRN-4797911
10 Jun 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4797911 The complaint Mr B and Miss B complain that Santander UK Plc have unfairly registered a default on their credit files. What happened Mr B and Miss B had a joint account with Santander which was overdrawn. They say in April 2022 they wanted to try and clear their debts to start ... (3 pages)View decision -
Decision Reference DRN-4841557
10 Jun 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4841557 The complaint Mr R complains Santander UK Plc has not treated him fairly in connection with a dispute over a large payment for airline tickets made on his credit card. What happened The background to this complaint, and my provisional findings on it, can be found in my provisio... (10 pages)View decision -
Decision Reference DRN-4772535
10 Jun 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4772535 Complaint Mr W complains that Moneybarn No. 1 Limited (“Moneybarn”) unfairly entered into a conditional sale agreement with him. He’s said that the payments to this agreement were unaffordable due to his existing position. Background In September 2017, Moneybarn provided Mr W w... (3 pages)View decision -
Decision Reference DRN-4806245
10 Jun 2024 Astrenska Insurance Limited UpheldInsuranceDRN-4806245 The complaint Mr J has complained that Astrenska Insurance Limited (‘Astrenska’) unfairly declined his claim. All reference to Astrenska includes any agents acting on its behalf. What happened Mr J bought an income protection policy, underwritten by Astrenska. He was made redun... (3 pages)View decision
