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 356389 results
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Decision Reference DRN-4495118
9 May 2024 Topaz Finance Limited UpheldMortgagesDRN-4495118 The complaint Mr and Mrs P’s complaint is that Topaz Finance Limited trading as Heliodor Mortgages unfairly charged legal costs of £773.80 to their mortgage account. They are also unhappy that Topaz asked them to telephone when Mr and Mrs P had made it clear they would prefer t... (4 pages)View decision -
Decision Reference DRN-4755913
9 May 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4755913 The complaint Miss H complains that the correct account balance wasn’t shown on her online banking facility with Barclays Bank UK PLC. What happened On 20 March 2020 Miss H won around £800 online and the funds were paid into her account. Miss H has explained that when she logge... (2 pages)View decision -
Decision Reference DRN-4785496
9 May 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4785496 The complaint Miss H complains that Clydesdale Bank Plc trading as Virgin Money was irresponsible in its lending to her. What happened Miss H was provided with a Virgin Money credit card in January 2020. She doesn’t think that Virgin Money took into account her circumstances at... (3 pages)View decision -
Decision Reference DRN-4782466
9 May 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4782466 The complaint Mr M has complained about the way BMW Financial Services (GB) Limited (BMWFS) administered a hire purchase agreement. What happened In June 2021 Mr M entered into a four-year hire purchase agreement with BMWFS to acquire a new car. The car cost around £27,000 and ... (3 pages)View decision -
Decision Reference DRN-4741114
9 May 2024 Equifax Limited UpheldConsumer CreditDRN-4741114 The complaint Mr U complains that Equifax Limited failed to correctly record his electoral roll information on his credit file. Mr U also complains that some of the entries on his credit file didn’t reflect a Debt Relief Order (DRO) he was party to. Mr U complains that the info... (3 pages)View decision -
Decision Reference DRN-4786742
9 May 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4786742 The complaint Miss W is unhappy that Santander UK Plc (Santander) didn’t pursue her chargeback dispute, in respect of a purchase she made on her debit card. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said... (4 pages)View decision -
Decision Reference DRN-4743607
9 May 2024 U K Insurance Limited UpheldInsuranceDRN-4743607 The complaint Mr G complains about how U K Insurance Limited trading as Churchill (“UKI”) assessed his car’s value when it was written off in a claim under his car insurance policy. What happened Mr G had a motor insurance policy with UKI covering his car. His car was parked wh... (3 pages)View decision -
Decision Reference DRN-4539370
9 May 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4539370 The complaint Mr G is unhappy about the service he has received from TSB UK Plc (“TSB”). In particular, he is unhappy about the ongoing issues he’s had regarding his bank statements which at times include missing days and transactions. What happened Mr G has a bank account with... (3 pages)View decision -
Decision Reference DRN-4744311
9 May 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4744311 The complaint Mr and Mrs S complain that Santander UK Plc trading as Cahoot failed to provide them with account closing statements when it closed their accounts. What happened Mr and Mrs S say they accept that Cahoot was entitled to close their accounts in 2023 but say it faile... (2 pages)View decision -
Decision Reference DRN-4748079
9 May 2024 Medicash Health Benefits Limited Not upheldInsuranceDRN-4748079 The complaint Mrs A complains about Medicash Health Benefits Limited’s handling of her medical insurance claim. What happened Mrs A holds a policy with Medicash through her employer which pays cash towards certain medical costs for her and her children. She made a claim after h... (2 pages)View decision
