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
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Decision Reference DRN-4633320
20 May 2024 Covea Insurance plc UpheldInsuranceDRN-4633320 The complaint Mrs N has complained about Covea Insurance plc. She isn’t happy about the valuation of her car after it was deemed a total loss following a claim under her motor insurance policy and about the way it dealt with her claim. What happened Mrs N made a claim under her... (3 pages)View decision -
Decision Reference DRN-4490224
20 May 2024 Skipton Building Society Not upheldMortgagesDRN-4490224 The complaint Mr H complains that Skipton Building Society has unfairly managed his mortgage over a number of years, including how it has calculated and applied interest to the mortgage. What happened Mr H’s mortgage was sold through a broker to him in 2008. This was initially ... (3 pages)View decision -
Decision Reference DRN-4805428
20 May 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4805428 The complaint Mr C complains on behalf of himself and Mr A that, having booked a video appointment to open a joint savings account, TSB Bank Plc cancelled the appointment at the last minute, causing them inconvenience. What happened On 14 January 2024, Mr C contacted TSB via it... (2 pages)View decision -
Decision Reference DRN-4743209
20 May 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4743209 The complaint Mr L complains Clydesdale Bank Plc trading as Virgin Money made an error which meant his replacement debit card wasn’t sent to him when it should have been. What happened On 17 December 2023 Mr L called Virgin Money as he’d lost his debit card. They cancelled his ... (3 pages)View decision -
Decision Reference DRN-4673548
20 May 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4673548 The complaint Mr P complains that Lloyds Bank PLC (“Lloyds”) hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr P has explained that between Febr... (3 pages)View decision -
Decision Reference DRN-4807139
20 May 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4807139 The complaint Mr K complains about how Royal & Sun Alliance Insurance Limited (“RSA”) has handled his motor insurance claim. RSA is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As RSA has accepted it is accounta... (3 pages)View decision -
Decision Reference DRN-4806519
20 May 2024 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-4806519 The complaint Mr R complains Moneybarn No.1 Limited (Moneybarn) irresponsibly entered into a conditional sale agreement because it didn’t carry out reasonable and proportionate checks to ensure the agreement was affordable for him. What happened Mr R entered into the agreement ... (4 pages)View decision -
Decision Reference DRN-4478930
20 May 2024 Creation Financial Services Limited Not upheldBanking and PaymentsDRN-4478930 The complaint Mr A complains Creation Financial Services Limited has not met its obligations in regard to a transaction made on his credit card to purchase two mobile phones. What happened In February 2023 Mr A used his Creation credit card to purchase two more co... (3 pages)View decision -
Decision Reference DRN-4780001
20 May 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4780001 The complaint Mr C complains that NewDay Ltd (“NewDay”), trading as Marbles, have reported inaccurate information to his credit file. What happened I issued my provisional decision on this complaint last month. An extract from that provisional decision is set out below. I don’t... (2 pages)View decision -
Decision Reference DRN-4586686
20 May 2024 Honda Finance Europe Plc UpheldConsumer CreditDRN-4586686 The complaint Mr C complains that the car he acquired financed through a hire purchase agreement with Honda Finance Europe Plc wasn't of satisfactory quality. What happened Mr C acquired a new car through a hire purchase agreement he signed in July 2023 with Honda Finance.... (4 pages)View decision
