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 357004 results
-
Decision Reference DRN-4745260
20 May 2024 BISL Limited Not upheldInsuranceDRN-4745260 The complaint Mr G complains that BISL Limited mishandled his motor insurance policy. What happened Mr G’s wife had a car. For the year from 5 December 2022, Mr G had an insurance policy for the car. The policy was branded with the name of a bank. BISL arranged and administered... (2 pages)View decision -
Decision Reference DRN-4807211
20 May 2024 Santander UK Plc UpheldMortgagesDRN-4807211 The complaint Mr B and Miss W are unhappy that they weren’t given accurate mortgage advice by Santander UK Plc. What happened Mr B had a mortgage with Santander. In early 2023, Mr B contacted Santander because he wanted to move to a new property with his partner, Miss W. To fin... (4 pages)View decision -
Decision Reference DRN-4799660
20 May 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4799660 Complaint Mrs C has essentially complained that HSBC UK Bank Plc (“HSBC”) unfairly continued applying charges to her overdraft even when it was clear that she was in financial difficulty and failing to see a credit balance for an extended period. Background One of our investiga... (3 pages)View decision -
Decision Reference DRN-4644102
20 May 2024 U K Insurance Limited Not upheldInsuranceDRN-4644102 The complaint Mr K has complained about the way U K Insurance Limited, trading as Direct Line, administered his buildings insurance policy. What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the circumsta... (2 pages)View decision -
Decision Reference DRN-4805260
20 May 2024 Madison CF UK Limited Not upheldBanking and PaymentsDRN-4805260 The complaint Mr J complains that Madison CF UK Limited trading as 118 118 Money was irresponsible in its lending to him. What happened Mr J was provided with a £1,000 loan from 118118 Money in August 2021 and a credit card in November 2021. The limit on the credit card was ini... (4 pages)View decision -
Decision Reference DRN-4617305
20 May 2024 MBNA Limited Not upheldBanking and PaymentsDRN-4617305 The complaint Mr T complains that MBNA Limited, his credit card provider, unfairly recorded adverse information on his credit file. What happened In August 2023, Mr T attempted to make a payment – from his current account at a third- party bank – to his MBNA credit card. Unfort... (3 pages)View decision -
Decision Reference DRN-4756753
20 May 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4756753 The complaint Miss G complained that TSB Bank plc: - failed to prevent repeated fraudulent payments debiting her account, although she’d contacted TSB on multiple occasions; - didn’t refund her in line with promised timescales; - stopped her card while she was a... (4 pages)View decision -
Decision Reference DRN-4566521
20 May 2024 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-4566521 The complaint Miss M complains that the charges she is being asked to pay by Mercedes-Benz Financial Services UK Limited (“MBFS”) following the rejection of her car, and the early termination of a hire purchase agreement, are unfair. What happened In July 2020, Miss M was suppl... (3 pages)View decision -
Decision Reference DRN-4807406
20 May 2024 Shawbrook Bank Limited UpheldBanking and PaymentsDRN-4807406 The complaint Mrs B and Mr B are unhappy that Shawbrook Bank Limited placed their matured ISA funds into a low interest-bearing account pending transfer to another ISA provider. What happened Mrs B and Mr B had a fixed-term cash ISA with Shawbrook that matured on 30 October 202... (3 pages)View decision -
Decision Reference DRN-4746645
20 May 2024 Pinnacle Insurance Plc Not upheldInsuranceDRN-4746645 The complaint Mr R complains about how Pinnacle Insurance Plc (Pinnacle) treated a claim under his pet insurance policy for treatment of his dog. References to Pinnacle include their agents who administer the policy. What happened Mr R had a lifetime cover pet insurance policy ... (4 pages)View decision
